“If you just look at the menu, you might assume that is the only thing I could do. But you might find options off the menu if you ask a question.”
5. Fixed-price services: Internet, phone and subscriptions
Those monthly bills might seem set in stone, but loyalty is a powerful tool. “When you call in to telecommunications companies, if you tell them you’re thinking of leaving, you will likely get transferred to a retention associate because it is cheaper for them to keep you than it is for them to try and replace you with a new customer.” Don’t be afraid to ask about promotions, especially as a new customer but even as a long-standing one. “Just asking little questions can often unlock opportunities that they have sitting behind a wall,” Iconomopoulos says.
6. Your bank and credit cards: Fees and rates
Those sky-high bank account fees and credit-card interest rates might have some flexibility. “Yes, you may have to talk to somebody in person. You may have to physically go into a bank branch to develop a relationship with someone there and say, ‘This isn’t going to work for me. What else can we do?’ And usually, there are other ways to do that because they want your business or they want to retain your business,” Iconomopoulos says.
But, again, don’t be afraid to “go off the menu.” Ask about alternatives that aren’t advertised. For credit cards, call and inquire about lower rates or fee reductions, ask, “What else can I do to reduce some of these fees? Who can I talk to?” because, as Iconomopoulos says, they have people set up for this chain of decision-making and they don’t want to lose you.
Key negotiation tips and tactics
The first crucial step is to be genuinely curious. Instead of making demands, approach the conversation with a sincere attitude of inquiry.
“Be curious. Ask questions. More specifically, I want you to ask ‘how’ or ‘what’ questions, not ‘yes’ or ‘no’ questions. Ask something as simple as, ‘What else can you do? How could we make this more valuable?’,” says Iconomopoulos. This tactic shifts the dynamic, encouraging the other party to problem-solve with you rather than against you and feeling cornered.
Next, going into any negotiation unprepared is a recipe for leaving money—or value—on the table. Do your homework. “It’s the number one thing I tell clients all the time,” she says. “You do not go into a negotiation of any kind cold.” Research industry standards for salaries, typical pricing for services and even learn about who you’re negotiating with, if possible. Knowledge equips you with the confidence and information to make informed requests.
When it comes to services, remember that your experience as a customer holds value. While threatening negative reviews is never a good starting point, you can leverage reviews positively. Iconomopoulos suggests framing it as an opportunity for them to earn your positive feedback: “I don’t recommend threatening a bad review. But if you say, ‘I would love to be that person who can give you a great review. What can we do to make that a reality?’ this approach incentivizes cooperation.”
