There are a few things I’ve learned over the years about how to handle bill that I think are too high but I have nothing really objective to base my feelings on. In my younger years I had a horrible time in successfully negotiating bills to a satisfactory conclusion. It usually concluded with me screaming and yelling at the poor person on the other end due to my frustration with them and hanging up. In the end I would pay the amount they were billing me. Things are different today. Today when I attempt to negotiate down bills I receive that I feel are too high I usually conclude things satisfactorily to me aroun 80% of the time.
The first thing I’ve learned is that you have to have your argument prepared and in your preparation you have to try to come up with at least seemingly objective or tangible reasons that the bill is too high. If the bill is broken down into several costs, identify which cost you feel is too high and why. Stick to your assertion that specific costs on the bill are too high but plan on agreeing that other costs are reasonable. Have the amount you would like to pay calculated and the amount you would be most willing to pay calculated.
When you have your argument lined out and on paper, put the paper and other important documentation in front of you and give the company a call. When you reach a customer service representative get their name and write it down. Use their name in the conversation. Remain pleasant with them through the entire conversation, regardless of the way it is going. Present your argument in a way that the CSR can relate to your side of your argument. It’s easier for them to be sympathetic to you if they can see themselves in your shoes. The person you are talking to has had their own experiences with bills they thought were excessive so try to tap into this experience for sympathy. Remember you are not trying to beat up on this person, you are trying to get them to come over to your side.
Most likely the first person you talk to will not have the power to cut your bill. That’s fine because they give you practice for handling their supervisor. When they finally tell you that they’ve done all that they can do, politely ask them if you can speak to anyone who might have the authority to help you. Remain pleasant. You want this person to like you and want to help you. Document this conversation, along with the persons name. Go to the next person in the chain of command and start over again, or, if you gained any with the previous person, start there.
One of the weapons that companies attempt to use to prevent negotiation is frustration. You will hear the same arguments from them repeated over and over in an attempt to frustrate you enough to throw up your hands in disgust and just pay the bill. Be prepared for this and politely refute their argument with your own moving things forward as well as you can. Frustration runs both ways. By being pleasant and a joy to talk to you make it difficult for people to hang up on you and by being tenacious and being able to counter their arguments you will begin to frustrate them and wear them down.
Eventually, you will get to a point where someone with enough authority will either make a counter offer you can agree to or tell you that they feel the bill is fair and it will be cut no further. Be smart enough to realize when the end to negotiations occurs and stop. Just spouting policy or saying their hands are tied isn’t the end of negotiations, someone saying, “No, our bill is fair and we expect you to pay it” is the end of negotiations. Still be courteous, thank the person for their time and hang up. Your next step is to pay the bill or head to court.
It’s common senes but it took me years to lean these lessons. I hope they may be of benefit to someone else.
