rule #1: never negotiate through a third party, such as attorneys, RE brokers, accountant, make sure owner is present.
rule #2: do NOT act in a confrontational manner.
rule #3: do NOT believe what the homeowner is saying to be 100% TRUE, make sure EVERYTHING he says is supported by documentation.
rule #4: maintain a professional no-nonsense demenor, your time is valuable.
YOUR HERO, SULLY