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Published: Apr 18 , 2016
Author: Frances Pirera

The customer is always right, right? The overwhelming temptation to appease your customer is something we can easily find ourselves unwittingly falling into. But we need to ask ourselves, what the cost is; firstly to our personal brand, and secondly, the commercial cost to our business.

Published: Oct 10 , 2013
Author: Mike Freedman

Before working with a powerful FMCG company in Europe I asked of the thousands of points of sale they have how many client relationships they lose every year to competing companies. The company proudly announced that last year they lost less than 1% annually to competition. I dared to suggest that 1% is probably not enough and that they need to lose more business. This did not deter them from working with us and here’s why...

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To Persuade or Negotiate? That is the Question!

So often we are asked – what is the difference between persuasion and negotiation? We observe negotiations, discussions, and arguments with two types of dialogue - persuasive dialogue and negotiating dialogue. Persuasive dialogue is telling, selling, influencing and arguing to win. Negotiating dialogue is trying to discover the positions, constraints and priorities of the other party and also disclosing your own. We are trying to gain understanding in order to then trade on issues. So should I persuade or negotiate?...

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