By Nancy Friedman, Keynote Speaker, Customer Service & Communications Expert, President – Telephone Doctor Customer Service Training


Those of us who negotiate normally want short, quick tips to help us. So here are some Cliff Notes to help you in those daily negotiations. And let’s face it, we are always negotiating. Family, business, you name it. I’ve even negotiated with a waitress. Long story. I’ll hold it for another time. But it was negotiating.

So here are 8 tips to hang on your wall:

1.      Don’t discount a price right off the bat.

2.      Be strong and confident about your product and price. Your opponent will be seeking price concessions if your delivery is weak.

3.      Delay giving concessions until the end of the conversation. See point 8 below.

4.      Have a “nice” way to reject an offer. There are always feelings involved.

5.      Never underestimate your strength in a negotiation. Your opponent won’t.

6.      Negotiations begin at the beginning of the conversation. From hello on forward.

7.      Avoid ”goodwill” conceding. (i.e., Don’t give things away because ‘the opponent is so nice.’)

8.      When you GIVE something, be sure you GET something back in return. An order? A larger order? A longer contract period?

Yes, there are more notes. Saving them for another day; and love to hear your ‘notes.’

Enjoy and please share.



Nancy Friedman

Nancy Friedman

Communication and customer service expert Nancy Friedman, The Telephone Doctor, founder and chairman of Telephone Doctor Customer Service Training, is back in the saddle again. Well, back into live onsite programs, and still offering her ZOOM programs, in a cost saving manner. Whichever you choose, onsite or Zoom, you’ll be glad you did. The reviews are excellent, and audiences have loudly applauded her in either area. Sales, customer service and communication skills are her area of expertise, and she welcomes calls, texts, or emails. You can reach her directly at; through the website at, where you can sign up for her newsletters; or call/text directly at 314-276-1012 central time. Bring it on. Whether you need a keynote speaker or workshop/breakout speaker on customer service and communication skills, you’ll make a great choice.