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Communication & influence · Persuasion under skepticism

A regular corporate-account client is furious at check-in because the block rate they booked is higher than the walk-up rate they just saw online. You have ninety seconds at the desk with a line forming behind them. How do you handle it?

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First I step them out of the line — I ask a colleague to hold the desk and move us two feet to the side so we're not performing for an audience; that alone drops the temperature.…

The full answer: structure, worked example, likely follow-up.

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