mariahdrx: How to Making Money

You’ve doubtless heard about the Airbnb fiasco – being dubbed #ransackgate by some – that’s been exploding the last couple of days. If you’re not familiar with the story, we first covered it here, and there’s some terrific source material from the woman who’s home was ransacked and robbed here and here.

Today Y Combinator founder (and Airbnb investor) Paul Graham wrote this:

I’ve just learned more about this situation, and it turns out Airbnb has been offering to fix it, from the very beginning. From the beginning they offered to pay to get her a new place and new stuff, and do whatever else she wanted.

The story Arrington wrote yesterday about Airbnb not offering to help was bullshit. He asked a company spokesman what Airbnb was doing to help her. The spokesman, who’d been told by their lawyers that he couldn’t go into detail about that because of the precedent said “I can’t comment on that.” So Arrington, in typical Arrington fashion said “Well, unless you tell me I’m going to write that you’re not willing to do anything for her.” And he did. Really not cool.

I’ve talked to the Airbnb guys and they are already doing everything they could be doing to help this woman.

Even if you don’t believe they are nice guys (which they are, among the nicest of all the people we’ve funded), do you really think they are so dumb that they don’t realize it’s not worth the bad PR to save money and effort in this situation?

A few thoughts:

1. What the hell?

2. Airbnb’s Christopher Lukezic told me on Wednesday that the company was not responsible for EJ’s losses, that they would be paying anything for her losses, that they are just a service to match people and that they were helping the police find the people who did this. This was on the record, and it was a call we emailed about first. I didn’t take him by surprise. And I read this back to him before I posted.

3. Paul Graham says instead “The spokesman, who’d been told by their lawyers that he couldn’t go into detail about that because of the precedent said “I can’t comment on that.” So Arrington, in typical Arrington fashion said “Well, unless you tell me I’m going to write that you’re not willing to do anything for her.” And he did. Really not cool.

That’s a lie. What he said is what I wrote in no. 2 above, and what was in the original post.

4. Following publication of that Post, Airbnb Brian Chesky called me and I updated that post with his comments, mentioning that there was some miscommunication. I retweeted that there was an important update, and added a bold header at the top of the post mentioning the update.

5. I then added another update, an email from Lukezic. And another update pointing to a guest post by Chesky on the issue. It is absurd to think that I made up the statements that Lukezic made to me in our first interview. It wasn’t even really relevant to the story.

6. Chesky repeatedly thanked me for the updates by email and on the phone. If Lukezic wants to publicly call me a liar, he should do so directly.

7. I’ve seen this exact behavior before with the Scamville stuff a couple of years ago.

The real problem here isn’t some mixup in communication with me. The real problem is that the victim wrote that follow up post yesterday calling Airbnb out and making new allegations of an attempted cover up.

It kind of feels to me that what Airbnb really wants to do is call the victim, EJ, a liar. But they’re certainly not going to do that (although if they have evidence that she’s lying, they should be talking about that). Instead, they focus on us, call me dishonest and suggesting that the whole story is “bullshit.”

One thing I love about our readers is that they’re independent thinkers. Often they don’t agree with my opinions, and say so loudly. But this goes too far. I’m not the person who grossly mishandled a PR crisis. I’m not the person who made factually inaccurate statements on the record. I’m not the person who tried to convince a woman who’s life has been shattered to remove a blog post.

At least have the decency to stand up and say you’re wrong, Airbnb, and apologize for the lies. Because hiding behind investors, and attacking the press, is both dishonorable and stupid. That’s no way to gain customer trust.

PS – If you review our historical coverage of Airbnb, it’s hard to say there’s anything but a pattern of cheerleading the company on since it launched in 2008. And we’ve been massive, unquestioning supporters of Y Combinator over the years as well. I don’t know what Paul Graham means by “typical Arrington fashion,” but I do know this. It’s not my job to fix it when companies do stupid things.

In one scene of the movie, Wall Street: Money Never Sleeps, big time capitalists, Bretton James and Louis Zabel, are negotiating a stock bailout for Zabel’s firm, Keller Zabel Investments. In doing so, they reveal two powerful negotiating techniques that can help you secure the best deal.

James offers Zabel a measly $2 per share. “Under these conditions”, starts off James, “… [James and co] are prepared to risk $2 a share”.

“2 bucks?”, questions Zabel, breaking out in a nervous laughter shocked by the ridiculously low offer. “You're out of your mind. The stock was trading at 79 a month ago. Our building alone is worth more than 2 bucks a share. My board will never accept this. There is no way I'm going to sell for 2 bucks a share.”

The government representative steps in to back up James, telling Zabel that the government could never justify a high price for his firm and that he has no other option. If he doesn’t sell then he faces bankruptcy.

But Zabel remains unmoved. “I'll take my chances in bankruptcy court before I sell to that barracuda” angrily responds Zabel.

A blanket of silence falls over the room. It looks like the deal is off. Neither party is willing to pay the price the other is wanting.

The Defining Moment

Realising that the negotiation has reached stalemate, James decides to do something completely unexpected. While he really wants to buy Zabel’s firm and knows he is getting a great deal, he decides to walk away.

“Then we have nothing more to talk about” says James as he gets up out of his chair and turns to walk away.

But just as James reaches the door, Zabel calls out "6". It’s a counter offer.

“3 and that's it” responds James.

“5”

“3”

“Alright, we'll call it an even 4. So we don't look so god damn pathetic.”

James pauses for a moment, looks at his colleague for confirmation, who nods back at him in agreement, before taking a step forward. “3, and not a dime more,” says James and locks in the deal.

There are two key negotiation techniques used in the scene above.

Negotiation Technique 1: Use Anchoring and Adjustment

James started at $2 and Zabel started at $6. In what is called Anchoring and Adjustment (see Those Clever People at Wikipedia and a little phenomenon called anchoring) initial values, regardless of how extreme, have a strong affect on final values. In this case, James used a $2 anchor, not because he thought he would get it for such a low price but because he knew it would get Zabel to start thinking low values. To counter that effect, Zabel used a $6 counter anchor to get James to start thinking higher values.

If you are selling, start by asking a high price. If you are buying, start with a low price. The technique will subtly but strongly influence the figure the other party has in their mind, therefore allowing you to get the best price.

Despite the effectiveness of the technique, however, many people will not feel comfortable asking for an excessively high or low figure because they don't want to appear unreasonable. That is, they don’t want to risk the Zabellian response, ‘are you out of your mind?’

For those people, negotiation technique two provides for a more comfortable approach.

Negotiation Technique 2: Walk Away

Who wins in a negotiation? The one who is willing to walk away.

Guess what? Be willing to walk away. Even if you are willing to pay the asking price, pretend like you can walk away. This technique is especially useful for people who don’t see themselves as hard line negotiators.

Why? Because you do not have to haggle, you do not have to offer unreasonable figures, and you do not have to have a big mouth to use this technique. All it requires is that you risk not making the purchase on that very day, which, for most purchases worth negotiating for, is worth risking for.

Here’s How You Do It:

Next time you are negotiating with a business supplier, nicely tell the person:

“Thanks for your help but the price you’re offering is beyond my budget” (or whatever reason you want to give).

“But I’ll tell you what I’ll do. I’ll leave you my name and number and if you can do me a better deal, then give me a call and we can take it from there."

Now if that is the best price the salesperson can do then you probably will not get a phone call, in which case you can just go back the next day or so and buy the product. But if they can do you a better deal then they will call you. After all, you have already proved to them that you are not willing to pay their asking price.

What is more, 9 times out of 10 you will not even have to come back. If the salesperson is able to do a better deal, they will usually offer it to you on the spot. It will probably be along the lines of, “alright let me try asking my manager again and see if we can do you a better deal”.

Having been on both sides of the negotiation table (as a salesperson and as a buyer), I have seen this technique work over and over for all deals great and small. It is not only one of the most powerful negotiation techniques, but also one of the easiest and comfortable to use, which makes it all the more useful in securing yourself the best deal.

mariahdrx

Monday, August 1, 2011

How to Making Money

The Defining Moment

Negotiation Technique 1: Use Anchoring and Adjustment

Negotiation Technique 2: Walk Away

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