4.27 - 83~84p

p.83

It's a small thing, for sure, but in thousands of negotiations, large and small, from restaurants to your job to geopolitics, using other people's standards is a highly persuasive way to achieve your goals.

 

p.84

Using their standards is important because the world is an unfair place; people and companies violate their own standards all the time. They make service promises and break them. You order something from the store and it is not delivered as promised. They promise great service and treat you terribly. You rely on what they said and then, often unapologetically, they go back on their word. It drives many people crazy. Now, you can calmly use their standards to get what you want.