HOTELS

Bart Berkey

Silence Is Golden (and sometimes green)
October 17, 2008

When negotiating, he who speaks first loses. This was taught to me at a very young age and I've been able to use it in many situations to win. Try it...

A future groom calls your hotel looking for a block of rooms for their wedding party. After you identify their needs and prove why your hotel would be the best choice for their guests, you enthusiastically offer a rate of US$189 while mentioning that it is discounted from the regular rate of US$209 for the weekend. His bride-to-be had already called several nearby hotels and had identified the maximum amount (US$150) that their guests would spend on a hotel. He really liked what the hotel has to offer and feels that you, as his salesperson, understand his requirements.   

You know that the economy is not so hot and that your suburban hotel desperately needs weekend business.  A kids' soccer team just cancelled the entire room block for the same weekend that this gentleman was considering.

Your first instinct is to quote another price as soon as you sensed the silence on the other end. Instead you remember this blog (and all the valuable lessons learned from it) and wait for a reaction. Five seconds seems like an eternity. Finally, he agrees and moves onto discussing the details. 

Show confidence in your product. Be proud of the rates that you offer. The customer doesn't need to know that weekends are slow or that a group just cancelled on you. You know that your price is fair and the service expectations will be delivered upon. Your client and their guests will be happy and you will do everything within your power to ensure this as a salesperson, as a communicator within your hotel and as an ambassador for hospitality.

Try the intentional stall or the deliberate pause and examine your success.

Silence is not only golden, it can also be green (the color of money)!

Posted by Bart Berkey on October 17, 2008 | Comments (2)