Table of Contents
Preface: I Wanted Fries with That xv
About the Book: The Hole in the Story xix
Part I I Want My Problem Solved
1 How to Get Greener Lettuce: Involve the Artist 5
2 How to Register for a Sold-Out Event: Admit When You're Wrong 13
3 How to Get the Insurance Adjuster to Show Up: Put Yourself in Their Shoes 20
4 How to Get the Person in Front of You to Move Their Seat Up: Go Step-by-Step 26
5 How to Get Your Appliance Repaired: Be Clear and Concise 33
6 How to Get Clingy Children to Back Off: Use the Resolution Continuum 39
7 How to Exchange a Onesie (When You'd Rather Get Your Money Back): Be Prepared to Compromise 44
8 How to Report a Rhyming Physician or Other Health-Care Professional: Consider Your Timing 52
9 How to Get a Ski Jacket Repaired without a Receipt, and Also Return a Coffeemaker: Two Stories with the Same Ending 57
10 How to Find a Unicorn Frappuccino: Listen for Clues 70
11 How to Get Your Log-In ID and Password to Function Correctly: Stay on It 79
12 How to Get Your Money Back When Your Favorite Dress Is Ruined: Some Questions Remain Unanswered 86
13 How to Get Your Teacher to Raise Your Grade: Show the Evidence 93
14 How to Stay Alive While Your Complaint Is Being Investigated: Remain Calm 99
Part II I Want You to Change
15 How to Get Your Guests to Arrive on Time for Dinner: Learn the Serenity Prayer 113
16 How to Ask Your Husband to Put Down His Cellphone During Dinner: Set the Bar Low 119
17 How to Get Your Boss to Stop Changing Her Mind: Report Her to the Fashion Police 125
18 How to Ask Someone to Freshen Their Breath: Be Direct 132
19 How to Get Someone to Shower More Frequently Because They Stink: Be Compassionate 141
20 How to Get Your Volunteers to Dress More Appropriately: Reframe the Situation 146
Part III I Want Justice to Be Served
21 How to Get Bacon Out of the Synagogue Refrigerator: Collect Data 161
22 How to Prevent Grandma from Falling on a Pile of Broken Pipes: File an Official Complaint 170
23 How to Get on the Kiddie Coaster with Your Three-Year-Old If You Are Wet and Black: Ask for the Manager 181
24 How to Get Your Coworkers to Clean the Kitchen: Be More Threatening 188
25 How to Call Out Another Mom for Suboptimal Cupcake Behavior: Speak Up Even If It Hurts 194
26 How to Accidentally Get Your Waiter Fired: Rise Above the Fear 201
27 How to Get the Break You Deserve at Work: Know Your Rights 209
Conclusion 215
Acknowledgments 221
Endnotes 225
About the Author 227