I get this type of call about 2-3 times a year:
“This is Stephen Nold.”
“Help me. They just called and said I need to make a decision today.”
“What? Who is this? Dave?” (Please note that all names have been redacted in order to protect the innocent.)
“Yeah – it’s me. I need help. You remember when we sat down with the hotel Internet team three months ago in Orlando?”
“Sure. How could I forget? They started off by bragging about their new Internet systems and how much we would benefit from the dual signal solution that they are installing. It sounded great. Then we were diverted by a discussion on bandwidth. It was funny when they realized that they had already given you 10MB daily so they then decided you had not purchased enough. Good thing we pushed back and challenged them on their sales tactics.”
“Yeah – well, that was what I thought also. But they just called. It was to discuss a printer that I had ordered but they quickly shifted to Internet bandwidth. They said they were concerned… worried that we didn’t have enough bandwidth after all… given the VIPs in our audience, they would hate to see us fail…”
“Really? They really said that? Did they review any of the new solutions that they had placed into the venue that enhances connectivity and prevents any glitches? Any answers on the new access points? Any support to the conflict resolution plan they had described?”
“uhm, no. They were just really worried about the bandwidth.”
“Funny. That is the one element of the entire Internet solution that they are selling. If we asked for more access points, then they would cover the costs. However, the moment we need more bandwidth, we are the ones opening our check book.”
“Well, they need an answer today. They are happy to extend the 50% discount even though we missed the 30 day deadline to order. But only until today. After today, I have to pay full price if we change our minds. Especially if we order it onsite.”
“Really? We are talking about the hotel Internet provider – right? This wasn’t a terrorist that had dialed the wrong number?”
“What are your thoughts? Should I go ahead and put $20,000 more in the budget?”
“Wow – that much more for 15MB? Holy cow. So if we order it today, we can get if for $10,000?”
“No, that is the discounted price. Actually, the price is $45,000 for three days. But because we have a three-year contract and we are one of their best customers, he would knock it down a little more. You know, so we would feel good about coming back.”
“Yep. That is what most drug dealers would say to make you feel good. Sorry, I meant to say Internet providers.”
“So what should I do? Stephen? You there?”
“Hang on. I’m calling a sleazy used car salesman that I met last year when I was car shopping. Let me talk to him for a few minutes and then I’ll get back to you. Can’t understand how these guys have the guts to push us around. But I figure we’ll do a little more research and maybe I can get some car mats and a tree air freshener thrown into our contract…”