How to Sail Smoothly on Customer Experience

It was our first meeting.

I was amazed how we were “treated” by a Senior Sales Manager interrogating us why we haven’t been using their hotels that frequently.

Her attitude in the entire conversation was one of the worst I’ve seen; her tone, her body language as well as the choice of words she used.

At that moment, it had me pondered, “What can I do to help her?”

How she positioned to us is, it doesn’t make a difference, in terms of the corporate rates, whether if we go through her or directly with the individual hotels.

The reason why she is involved is that we had previously considered her ‘Hotel Program’ proposal.

With this program, it gave her the privilege to view the statistics of how many nights we have clocked under this ‘Hotel Program’ and then meet us to question why we are not using their hotels enough for our meetings / stay.

Best of all, booking of hotel rooms is not part of her role.

I felt that we were being lectured for nothing in the whole meeting.

It makes me wonder then, what is the unique value proposition of this company?

What’s her role in this arrangement or meeting?