Negotiating with Tough Customers

A guide to holding your ground with hardball negotiators, from a "talented advisor with a rare ability for connecting people with ideas" (Patrick Lencioni, bestselling author of The Five Dysfunctions of a Team).

Negotiation is the middle ground between capitulation and stonewalling—a back-and-forth between two parties trying to reach agreement. If a price or other term is non-negotiable, there is no give and take, just "take it or leave it." You may think you are negotiating, but if the oth...