As a longstanding customer, I contacted the Hilton in order to change a reservation for an upcoming hotel stay.
I’ve always enjoyed the hospitality and friendly atmosphere of the Hilton brand.
That is, until I made the call.
My request was simple, downgrade my room from a King to two Double beds, so that I could bring my family along during a business trip. After a brief conversation,
I was told that the room block was full and my request wasn’t possible; however, if I was willing to listen to a “pitch” for 2 minutes, I could gain some Hilton Honor points.
Not to be deterred, I called back a second time several hours later with the same request. Although it was initially suggested my request was not possible, after a brief hold my request was granted.
Once again, I was asked to listen to the same “pitch” for 2 minutes on how I might obtain additional Hilton Honor points.
When to Pitch a New Product or Service
Timing is everything.
Is Hilton so determined to introduce additional services to their customers that they require every employee answering the phone to forward callers to listen to the pitch REGARDLESS of whether they were happy with the service or not?
Has Hilton lost their mind?
In my book “Operational Empowerment: Collaborate, Innovate and Engage to Beat the Competition” I share how a lack of empowerment for employees on the front lines will diminish the quality of service.
Clearly, this employee was not empowered to resolve my problem.
They were instead measured on closing new business.
Asking if I want to listen to a sales pitch after my ask was denied has about the same effect as a waiter asking for a big tip after spilling hot coffee on my pants.
It begs the question, what’s more important? Pitching a new product or service, or satisfying a customer?
This isn’t an either/or question. It’s the wrong question.
The real question to consider is when to pitch a new product or service.
Once a customer is satisfied. Then pitch away. New products, upgrades, new services. The sky’s the limit.
Doing this in the wrong order is just… wrong.
How are you ensuring your employees get it in the right order?
© Shawn Casemore 2019. All Rights Reserved.
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