Book Review: "You Can Negotiate Anything" by Herb Cohen - HIGHER HUMAN PERFORMANCE

Book Review: “You Can Negotiate Anything” by Herb Cohen

You Can Negotiate Anything by Herb CohenWARNING: This book is not new. In fact, it’s crazy old. My original copy is still sitting on my closest bookshelf. I have loved this book for over 35 years.

Mr. Cohen’s style is straight-forward, engaging and sometimes funny. Cohen is from an era where the Cold War was in full swing. Some of his stories and illustrations prove the point, but the lessons taught are timeless. Fans of the TV show, The Americans, will appreciate Cohen’s historical perspective.

For years this book was the one I gifted most. Who can’t use a good book on negotiation?

It doesn’t matter if you’re buying a car, a house or trying to negotiate your way out of a lease – Cohen gives us real-world lessons. This is NOT a book written by a college professor. Rather, it’s written by a guy who has spent hours at a negotiating table. Cohen knows what it’s like to be in the middle of a labor dispute where politics, public opinion and self-interests seem to rule the day. He’s experienced the pressures of the deadline, as well as the lack of pressure where there seems to be no deadline.

Cohen is no dummy though. The man studied Political Science and also earned a law degree. He’s spent some time on the faculty of some major universities along the way, too. But he’s not your stereotypical member of academia. He earned his negotiation chops the hard way.

Whether it’s a labor union dispute or a political negotiation involving countries Cohen is a guy who is at home in any situation. This isn’t some touchy feel good tome. Nor is it a study of classroom experiments. It’s story after story with lessons taught all along the way. It’s the story of negotiating with the Soviet Union. And it’s the story of negotiating with others less stringent in their demands. Nobody was tougher than the Soviets who embraced the “my way or the highway” negotiation stance more than most.

If you want to learn negotiating from somebody who has both studied it, practiced it and mastered it – then Cohen is your man. If you want high brow, deep thinking, philosophical or idealistic approaches – steer clear. Cohen is like your uncle who has mad skills at the real life situations that demand your very best. After all these years (the book was first published in 1980), the book is still one of my favorite books on the subject. And not just because the negotiation stuff, but the human nature or psychology stuff, too. After all, when we’re trying to get a deal done we’re working with and through other people. Besides all that, Cohen has great stories.

Cohen wrote a followup book entitled, “Negotiate This!: By Caring, But Not T-H-A-T Much.” It’s a good book, too – but I still cling to the original. Don’t be put off by the date. People are people. Time doesn’t change us as much as we’d like to think. The things that affected people decades ago are still the things that affect us today. The hacks into human behavior are remarkably unchanged.

When people ask me for a book recommendation on negotiation, this is still THE book I mention. Visit a used book store. Find a copy. Read it.

Randy

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Always

Taking Advantage Of The Disgruntled Customer

Do you know how much it costs to get a new customer? Figure that out. Then, take a new look at your customer recovery/retention practices. You may find that the money you think you’re saving is costing you valued customers.

Another video that I recorded 5 years ago for the retailing space focuses on a supreme opportunity every company has in turning around disgruntled customers. It’s a fast path to greater customer loyalty.

It doesn’t matter if you’re selling software, tires, cars or ebooks. The magic is still in taking care of customers. My business philosophy is still valid.

Always

Randy

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"We're Not Smart Enough About That Yet" - HIGHER HUMAN PERFORMANCE Podcast Episode 267

Finding The Shortcut To Customer Loyalty

Five years ago I recorded this video. It was primarily for people in the retailing or online selling space, but the message is true no matter what space you’re in, and no matter what you’re selling. Customer experience is still at the heart of the matter.

Some thing never change. Namely, my philosophy that outstanding customer experience is the path to remark-ability! And it doesn’t matter what you’re selling.

Is it possible to create loyalty even when you haven’t sold anything?

Yes, absolutely. It can happen if you’re committed to being remarkable.

People talk about a “loyalty ladder” but I’ve always thought of it as a circle. It starts with a “suspect” (anybody who is breathing), moves to prospects (anybody who might be interested in what you’ve got to sell), then goes to shoppers (somebody who has a higher interest in what you’re selling), then a customer (those are prospects we’ve converted into buyers, but they’ve just bought from us once), then to clients (those are the folks who buy from us more than once) and ultimately ADVOCATES (the people who wouldn’t dare buy from anybody else, or recommend anybody else). We can create advocates from folks who don’t even buy from us though.

Randy

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How To Be A Deliberate Person Without Being Stupid - HIGHER HUMAN PERFORMANCE Podcast Episode 249

249 How To Be A Deliberate Person Without Being Stupid

cross word puzzle
If you use a pen to do a crossword puzzle, you’re deliberate. Or stupid.

If you use ink to complete a crossword puzzle – you’re a deliberate person. How can you be a pen user instead of a pencil user…with a fat eraser handy?

Frequently I’m engaged in a conversation with people who are on a quest to make an improvement. Maybe they’re trying to elevate their sales or revenues. Maybe they’re working to upgrade the people on their team. Or maybe they’re trying to launch a brand new enterprise.

Invariably somebody will utter something – usually a cliche – about commitment to the goal. I’ll hear things like:

“We need to go all in on this project.”

“This is our primary objective. We’re committed to seeing it through.”

“We’re at the point of no return on this.”

People express this in a variety of ways. Here’s one of the more popular ways I hear it…

It’s time to burn the boats.”

Many people cite the incident in the 1500’s during the Spanish conquest of Mexico when Cortes gave the order to burn the boats in order to force his troops to conquer the land. I don’t even know if that really happened, but if you Google “burn the boats” it’s not the only example of it. And doesn’t it sound good? I mean, how much more deliberate do you want to be?

We value that level of commitment. We even romanticize it. But I don’t agree with it because it presupposes that you – or we, or anybody else – can be more deliberate if we’re desperate. For quite a few years I’ve given the following advice to clients…

“Don’t presuppose that you’re not able to chase it hard enough unless you’re desperate. Thoughtful intent can often beat desperate. Embrace thoughtful intent as you chase your goals.”

Being deliberate isn’t desperation. It’s not intention. It’s not just being thoughtful. It’s thoughtful intention. More technically correct, it’s action taken with thoughtful intention to move closer to the goal.

Too many people are chasing dreams. They hop from thing, to thing, to another thing. Mostly in their mind.

I suspect a few other people actually do something. They take some action. They don’t think much about it, confusing motion with action. It’s a common myth to think that because we’re moving, we’re taking meaningful action.

Then there are the people who think about it ’til the cows come home, then they take an action. But they’re so slow to act they don’t get much done. And their rate of speed is so slow there’s rarely any momentum.

And then there are the desperate. You’ve been desperate before. Burned boats foster desperation. It may not foster deliberate action though. Well, to be fair, it may not foster positive deliberate behavior. Thieves, murderers and other criminals often act out of desperation. And quite often they’re very deliberate, but only in committing more crimes.

That proverbial point of no return is a poor method for incorporating deliberate behavior into your life. Or more deliberate behavior.

There’s a scene in an old Al Pacino movie, And Justice For All…where Pacino’s character, an attorney, takes a helicopter ride with a judge, the pilot. Unbeknownst to the attorney, the judge likes to play a little game where he goes beyond the halfway point.

“We’re NOT alright, land!” That’s not just a great movie line, it’s wise advice. By the way, the judge crash lands the helicopter in shallow water just 90 feet from the landing pad.

Desperation can create panic. Not exactly the ideal inspiration for wise action. Or thoughtful intentions.

Deliberate action is best taken when we’ve considered our options and figured out our “next best step.” It’s what we do when we put a puzzle together, or work a cross word puzzle, or work a math problem. Truth is, it’s pretty much what we do no matter the problem we’re facing. Solutions are worked out because we’ve got a special skills as humans. We can run scenarios in our head. We can answer a problem with a hypothetical and theorize (quite often with great accuracy) how it MIGHT turn out. Then, based on those mental models we’ve run in our head, we can take deliberate action to do what we think is best.

We can avoid being stupid by avoiding putting ourselves, or letting ourselves, be put in desperate situations. Stupidity happens when we neglect to pre-think what we’re doing. Don’t believe me? Then you’ve never raised teenagers.

Randy

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Higher Human Performance

Serving Your Number One Customer: Leadership Pixie Dust

The CEO was describing a person – a leader in his organization. “He’s got pixie dust,” said the CEO.

I inquired, “What does that mean?” Thinking I knew, I still wanted to hear this chief executive verbalize it. And he did.

“He just handles things more remarkably than anybody else on my team. It’s almost as if he’s clairvoyant.”

That’s pixie dust power and effective leaders have it. Poor leaders don’t. And it makes all the difference in the world in their work…and in their careers.

Randy

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