Say the Magic Words: How to Get What You Want from the People Who Have What You Need

Doctors, car salespersons, nannies and realtors-they can all make customers' lives run more smoothly, or they can turn everyday interactions into hair-pulling battles. The key to having rewarding encounters every time, says Padwa, is to treat people so well that they want to provide the best service possible. In order to do this, one must learn exactly how service workers want to be treated: ""It's about grasping the essence of their jobs, the politics involved, and the forces that push and pull them,"" Padwa (Everything You Pretend to Know and Are Afraid Someone Will Ask) explains. For this book, she interviewed workers from 18 industries to pinpoint the things that tick them off and the things that make them love certain customers. Hairdressers reveal that they don't always have time to be therapists; waiters beg that diners refrain from using cell phones while ordering; and hotel front desk workers explain how to negotiate for room upgrades. While it's common knowledge that eye contact, ""pleases"" and ""thank yous,"" and compliments for exceptional work will go a long way in ensuring better service, Padwa's exhaustive lists of insider hints-including information about lawyers' fees, how to handle a general contractor meeting and even what type of casket to buy when arranging a funeral-make this a highly practical guide to modern-day etiquette.