Negotiating My Way Out of a Luxury Hotel Room Disaster
Hello friends,
Hey there! I shared my great cultural experience in Korea in my last newsletter and I'm excited to continue sharing my personal stories with you. In this upcoming article, I wanna close the trip with my last night at Seoul.
It started off perfectly - sipping makgeolli and enjoying the complimentary upgrade at a pretty grand hotel. But as I pulled open the heavy steel drawer of the antique wardrobe, I left behind a scratch on the wooden side that filled me with dread.
The wealthy ambiance of the room signaled an expensive repair bill, yet my budget dictated a search for a fair solution. I realized avoiding responsibility through silence wasn't what a mature person should do, even if easier in the short moment. Taking accountability and facing my mistake head-on gave me the power to negotiate the outcome. I knew that if I tried to escape the situation, I would be plagued with worry and guilt for days to come.
The next morning before check out, I mustered the courage and approached the front desk. "Last night was a super great night spending at the room and I am super thankful for the upgrade! I also left a 5-star rating on Expedia for that” I began by acknowledging the value of the free upgrade and my 5-star review to set a positive tone for the upcoming conversation.
Then I move on to the tougher part of it. "You must think I'm a terrible guest. I accidentally scratched the wardrobe and I know it will be a big hassle and cost for you guys to fix it." - Empathy is key. When you put yourself in someone else's shoes, it builds trust and helps you discuss the issue at hand in a safe and open manner. This is something I learned from the book "Never Split the Difference," where the author talks about a technique called Accusation Audit. It's all about acknowledging and addressing the assumptions that the other party may have about you. By doing this, you demonstrate empathy and build trust, which can lead to a fair and positive resolution for both parties. It's like establishing a safe and productive negotiation environment where everyone can work together towards finding a solution. And let me tell you, it really works!
The staff member followed me to my room. She saw the scratch and then assured me, "It's not as bad as you thought." She said that she would have to contact the hotel housekeeping partner to check on the amount that I would have to pay. After around 20 minutes, she called to inform me that the housekeeping firm will have that covered and they would waive compensation charges in light of my honesty 0 It's a natural tendency for humans to give back what they receive. By sending empathy and vulnerability, I almost always get it in return.
Though relieved, I felt accountability and communicating openly through focused negotiation strategies - acknowledging assumptions, setting a positive tone, and negotiating compensation when needed - led to a dignified response that truly impressed me...
Even though I accidentally scratched the antique wardrobe, the staff handled the situation with such grace, integrity, and wisdom that it revealed the soul of the hotel. I wholeheartedly recommend experiencing these high standards for yourself. They even waived my fee and offered a free upgrade - not to mention the classic environment, brilliant services, great location, and reasonable prices. I'm so grateful to the hotel staff and highly recommend L’Escape Hotel (lescapehotel.com) for anyone planning a trip to Seoul!
Things that I found interesting this week:
📚 Book — Never Split the Difference by Chris Voss
I recommend this book to you since I know you might be interested in improving your negotiation skills. Chris Voss, a former FBI hostage negotiator, is one of the most renowned experts in this field. In his book, "Never Split the Difference," Chris shares his experience and techniques to help you master the art of negotiation. The book emphasizes the importance of empathy in negotiating, and teaches you how to use it to your advantage. I even asked ChatGPT to act as Chris and give me advice on negotiation strategies when I realized I made a scratch on an expensive hotel room. This book will be a valuable asset to anyone who wants to learn how to negotiate effectively in their personal or professional life.
📃 Blog — How to Use Negotiation Skills to Earn a Free Suitcase by the Blackswan Group
I found this article pretty inspiring to me as it provides an exciting and practical example of how to apply negotiation skills in daily life. The Blackswan group, founded by Chris Voss, is a prestigious agency that deals with some of the toughest negotiation problems. In this article, they share the story of how they helped a customer walk away with a free suitcase from a high-end department store. The key concepts are the importance of active listening, empathy, and framing the negotiation to create a mutually beneficial outcome. As someone who enjoys reading about negotiation strategies, I found this article to be informative and engaging.
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