Growing Revenue and Service Excellence at iBAHN
A customized Dale Carnegie solution that improved sales effectiveness, customer service, and time management during a difficult market downturn.
iBAHN is a hospitality technology company that needed to strengthen customer experience and sales performance in a shrinking market.
📍 Location: EMEA
🏨 Industry: Hospitality Technology / Sales Enablement
👥 Focus: Sales team and customer-facing employees
Understanding What Needed to Change
The economic downturn had contracted the marketplace, making it critical for iBAHN to maximize results from a smaller pool of opportunities. To stay competitive, the company needed to deliver a stronger customer experience while improving the efficiency and effectiveness of its sales process. Leadership wanted a solution that would help the team perform better in the moment and build stronger long-term account value.
Designing a Customized Sales and Service Program
Dale Carnegie Training built a solution around customer service, sales effectiveness, and time management. The process included a secret shopper program, one-on-one interviews with the sales team, and shadowing on sales calls to identify real performance gaps and opportunities. Based on those findings, the training was tailored to address the behaviors and skills that would have the greatest impact on revenue and client experience.
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From Training to Measurable Growth
The program was delivered in a way that energized the team and helped them apply what they learned right away. Gary Bristow, Commercial Director EMEA for iBAHN, reported that the company’s fourth quarter was a major success, with double-digit year-over-year revenue growth in a very difficult year for hotels. He credited Dale Carnegie Training as a key part of that success, noting that the team was motivated, re-energized, and actually changed their behavior after the training.
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"The presentation and delivery of the training was superb. The team was thoroughly motivated and re-energized. What was fantastic to see afterwards was the team actually changing their behavior and employing the skills they had been taught."
