When the sales coordinator starts working an account, the system runs it through a set sequence of touches and hands them the exact email or voicemail to use at each step. Three sequences, picked by the type of account. Here is every touchpoint and when it fires.
Every voicemail dropped the needy "please call me back" close. It now opens low-key, asks a question that makes them curious, and gives them an easy out, so it sounds like a person, not a pushy salesperson.
"...I would love to set aside a rate just for your team. I will follow up by email, but feel free to call me back at [your number]. Thanks so much."
"...I have an easy way to make booking simpler for your travelers. I will not run through the whole thing here on a voicemail though. I am at [your number] when you get a minute. If this is not a priority, no worries at all."
For a new local company we want booking direct with us. These touches can offer a rate set aside just for their people. Recognition first, never a hard sell.
"Hey [first], it is [your name] over at [hotel]. Your team has been staying with us recently. I am honestly not sure if anyone has ever set the [company] team up with its own rate and a direct contact, or if that is already handled on your end. If it is not, I have an easy way to make booking simpler for your travelers, and they keep every IHG point either way. I will not run through the whole thing here on a voicemail though. I am at [your number] when you get a minute. If this is not a priority, no worries at all, your folks are always taken care of here."
For an account already on the brand program. We do not pitch a rate, we just become their helpful direct contact and make sure their people are looked after. They keep all their IHG points and benefits.
"Hey [first], it is [your name] over at [hotel]. Your team has been staying with us recently. I wanted to put a real person on our side for the [company] team rather than have you booking and hoping it goes fine. Nothing changes for your travelers, they keep all of their IHG points and benefits, this just means you have someone here when you need something. I am at [your number] if it is worth a two-minute hello. If not, no pressure, I will be here whenever you need us."
The exact "they went dark months ago" play. The coordinator clicks "Start win-back" on any Lost account and it re-opens with this short sequence. It does not pitch, it asks what happened.
"Hey [first], it is [your name] getting back to you over at [hotel]. Looks like we had been in touch a while back about setting something up for the [company] team, and then it kind of went quiet. Did that just fall off the radar, or did something change on your end? No agenda here, I am really just circling back to close the loop one way or the other. I am at [your number] whenever. If this is dead, totally fine, just tell me and I will stop chasing it."