Leave the other party feeling satisfied after the negotiation

During a recent trip to France, I observed an interesting negotiation between a ski shop owner and a customer. The customer needed to buy a small clip that had broken off his ski crash helmet, which prevented the safety strap fastening. The shop owner produced the unique replacement clip and demanded 10 Euros as he clicked it onto the helmet. The skier flinched at the price of this apparently cheap piece of plastic and counter offered with 5 Euros. The shop owner reacted badly to this counter offer by removing the clip from the customer's helmet and asking him to leave. The customer who had no alternative, paid the 10 Euros and explained amicably that he hadn't intended insulting the shop owner with his offer; he was merely trying to negotiate.

This is where it got interesting. The shop owner having made his 10 Euros then allowed his ego to take over and made the following statement. "Ah yes sir, but you didn't negotiate, you lost". Standing a few yards away I gasped under my breath, not only at this man's lack of tact but his failure to understand that one should leave one's counterpart feeling satisfied after the deal is done. He may have "won" in the short term, but what is the likelihood of future business?

The learning here is that he failed to deliver satisfaction to the other party. He created a lose/lose scenario jeopardising future business for himself and a customer who felt extremely dissatisfied with the deal and by his final comment. The owner was within his right to hang tough on price but should have kept quiet, rather than having the last word.