How to
Get your way

You’ve lived long enough–and you’ve heard the Rolling Stones song enough times–to know you can’t always get what you want. But whether you’re having difficulty with a title insurance agent or are simply trying to return that digital camera without a receipt, you can get your way more often if you know a few tricks.

Know what you want. This sounds obvious, but some people focus so intently on a problem or complaint that they haven’t decided what result they want. Rather than tell your printer only that you’re unhappy with the quality of the postcards they delivered, request that they either re-do the job or print your next order for free.

Find someone who can give it to you. This is the old tactic of asking for a manager, supervisor, vice president, or some other responsible person who can handle a special request or rectify a problem. You may need to keep climbing up the ladder until you find someone with the power to give you what you want, if those are the only options that will satisfy you.

Be polite, yet firm. The squeaky-wheel tactic can be effective, but it’s best not to start with it. People often are more willing to help others that they feel respect them than those who belittle them.

Accentuate the positive. If you threaten that you’ll never do business with that person or company again, you’ve removed a powerful incentive for them to help you. Instead, stress what a loyal customer you’ve been and how you would like to remain so, if they can just meet your request.

Be persistent. The first answer is not always the final answer. If you can’t persuade the person to see things your way, try the tip above (find someone who can give it to you) and start over.

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