Sales communication: impressive up-selling by thinking ahead

A hotel in Chicago is using some sophisticated techniques to simultaneously show concern for their guests' welfare and "up-sell". The Majestic Hotel sends confirmation e-mails to guests after they make their reservations. At the bottom of the e-mail is a list of options guests can choose to have ready for them when they arrive. The options range from a bottle of specific wines, milk and cookies at bed-time, or a fruit basket,  to a day-long transit pass, a picnic lunch of local delicacies, a bike rental, two hours in a kayak, or other options.

The hotel has clearly thought ahead about guests' frequent requests, and now is letting guests choose them before they arrive. This allows the hotel to more easily fill the requests, and gives them some extra profit as well.

When the guests arrive, in their rooms they find a refrigerator filled with common soft drinks and water, as well as a variety of snacks and even small toys related to the local tourist attraction. These are available on the "honor bar" system; the hotel maid notices what is gone, notes it as a charge on the bill, and refills the items daily when the room is cleaned.  Guests do not need to get dressed and leave their rooms to find a vending machine.

Another need of some guests is for a place to relax, read the newspaper and drink some tea or coffee.
These are available in a home-like "living room", where guests can chat with each other.

This same idea of thinking ahead about your customers' needs and meeting them before being asked could be used by astute business owners and managers in many fields.

 A human resources manager, for example, could think ahead of time of the many questions asked by new hires,  career development options in the organization and to a page on career pathways for employees.

A medical practice could remind patients of upcoming appointments, invite them to write down their health concerns,  and need for prescription referrals before the appointment,  answer the top 5 questions patients ask the staff about the latest health issue, or give ideas about how to stay healthy this season.

What options can you offer new customers or employees to up-sell them on your organization?

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Know your subject, and explain to the audience in the first minute what they will get out of listening to you. Memorize only the keywords of the speech, not every single word, and practice the presentation numerous times. You only get one chance to make a great first impression!

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