I sat after receiving the bad news — I didn’t get the business.
I wanted to analyze and figure out what caused that to happen.

The truth? I may have been so focused on showing the other side my facts, my charts, and my “perfectly reasoned” proposal that I forgot something crucial: people rarely change their minds when they feel they’re being cornered.

You’ve done your homework — charts, cost analyses, side‑by‑side comparisons.
You show the client or partner why your itinerary, vendor, or rate is the best choice.
They nod politely — or better yet, if it’s over the phone, you catch that tiny hesitation in their voice, that fractional pause that says they’re not convinced… even before they say a word.
And then they insist their option is better.

That’s the Backfire Effect in action:
When new facts challenge a belief, it can make someone cling to their original position even harder.

Why?
Because in travel negotiations — just like in politics or parenting — choices often tie into personal identity:
        •       A destination they’ve always dreamed about
        •       A hotel brand they’ve sworn by for decades
        •       A booking method they feel gives them control

Facts don’t land as neutral information — they feel like attacks on their judgment.
The brain reacts defensively:
        •       Cherry-picks supporting examples (“Well, I stayed there before and loved it”)
        •       Dismisses contrary evidence (“Those bad reviews are just picky people”)
        •       Doubles down (“I’m sure it will be fine — I know what I like”)

So what works instead?

Instead of pushing facts harder, shift the dynamic:
        1.      Ask curious questions
        •       “What’s most important to you on this trip — relaxation, exploration, or convenience?”
        2.      Create space for reflection
        •       “Let’s keep both options on the table and see what fits your vision best.”
        3.      Invite them into the process
        •       “If we blend your idea with mine, we might land on the perfect plan.”

And here’s the kicker — I find myself doing the same thing when someone is pitching me.
I need to remain more open and remember the things I actually value when working with vendors and our customers:
        •       A good rapport
        •       A friendly, non-adversarial relationship
        •       Clear and informative communication

Those are the elements that create the kind of trust where deals get done.
They’re not just nice-to-haves — they’re the real foundation of a good working relationship.

And one final note: whenever possible, it’s always best to have an online meeting face‑to‑face. Seeing each other — even virtually — builds rapport, reduces misunderstandings, and often makes it easier to spot the hesitation or concerns before they become deal-breakers.

#JoeKnows #AskRob #GroupTravel #IncentiveTravel #NextNormalMeetings #InvestigatorMeetings #MedicalMeetings

PS. Do you have a meeting I can help with? Email me at Joe@summitmgt.com