How to turn a “no” into a “yes” (airline edition)

Rajiv Gupta missed his recent flight from Miami to Columbus, thanks to a technical glitch, the TSA and Elliott’s Law.
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How do you get a company to bend to your will?

Jacob Casper wants to know how I do it.
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The art of persuasion: 5 things you can say to get better service

Voronin/Shutterstock
Voronin/Shutterstock
It isn’t the horse that makes the wagon go. It’s the carrot you put in front of his nose.

That’s an old Russian proverb, and it reminds me how customer service people sometimes won’t go out of their way to help you unless you persuade them to.

Sure, a true professional will always do the job as required. But don’t you want better service? Here are some time-tested phrases you can use to get it.
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