If You’re Not Excited, Why Should They Be? Transfer Your Enthusiasm, Transform Your Results
Brian Tracy describes sales as the “transfer of enthusiasm” from the salesperson to the customer. It’s a powerful way to reframe selling—not as a pushy tactic but as an authentic sharing of excitement.
It’s the way a car salesman admires the vehicle while presenting it, the way someone holds an exquisite piece of art, jewelry, or a watch, or the way a server enthusiastically exclaims ‘Mama mia!’ when recommending a dish. That happiness comes from knowing that it will bring you the same or maybe even more joy than they have for the product.
Enthusiasm is when someone says to you ‘I can’t wait for you to try it!’
Enthusiasm is contagious. When we’re genuinely excited about a product, service, or experience, it naturally draws people in. Customers don’t just buy products; they buy into the energy, belief, and excitement of the salesperson. This is why some of the best salespeople aren’t necessarily the most aggressive, but rather the most passionate.
In hospitality, this concept is even more critical. Whether selling a room upgrade, a dining experience, or a loyalty program, it’s about transferring excitement for what the guest will experience. The best front-desk agents, concierges, and sales managers don’t just list features; they make guests feel the magic before they even book.
Sales isn’t about convincing—it’s about sharing. If you truly believe in what you’re offering, your job isn’t to “sell” but to let your enthusiasm bridge the gap between hesitation and decision.
Examples:
A concierge who doesn’t just describe a restaurant but paints a picture of the ambiance, the chef’s passion, and the must-try dish.
“Oh, you’re going to love this place! The moment you step in, you’ll feel the warmth of the candlelit tables, and the soft jazz in the background just sets the mood perfectly. The chef, Marco, is a genius—he personally selects fresh ingredients every morning. You have to try his signature truffle risotto—it’s like a little piece of heaven on a plate!”
A salesperson who doesn’t just talk about a wedding venue’s features but conveys the excitement of couples who’ve had their dream weddings there.
“Picture this—vibrant marigold and jasmine garlands draping the mandap, the soft glow of diyas creating a warm, intimate ambiance, and the rhythmic beats of the dhol announcing your grand entrance. As you take your pheras under a sky lit with fireworks, your loved ones shower you with rose petals, their eyes filled with joy. Every couple that gets married here tells me the same thing: ‘It felt like a scene from a movie.’ I’d love to show you around and help bring your perfect wedding to life!”
A front-desk team member who transfers their love for the hotel’s suites, making the upgrade an emotional no-brainer for the guest.
“I have something special for you! One of my favorite suites is available—it’s on a high floor with a stunning ocean view. Waking up to that sunrise? Unforgettable. Plus, it has the most comfortable lounge area—perfect for unwinding with a glass of wine. I know you’re going to love it!”
Actionable Step:
Next time you (or your team member) are presenting an option to a guest, stop and ask: Am I just explaining, or am I sharing my excitement? Find what excites you about what you’re offering, and let that enthusiasm do the selling.
But this principle extends beyond sales—it’s a powerful leadership tool.
Whether launching a new initiative, driving process improvements, or training teams, leaders must first sell the vision by transferring their own enthusiasm.
People don’t just follow orders; they follow energy. A new initiative, system, or training program won’t succeed if it’s simply “rolled out.” It needs a champion who believes in it so deeply that their passion spreads. When leaders are genuinely excited, their teams are more likely to buy in.
Leadership Insight: Selling Change Like a Product
Think of every new initiative as a product you’re selling to your team. Instead of just explaining what’s changing, focus on:
Why it matters—How will it improve guest experiences or make their jobs easier or make them more money?
What’s exciting about it—What’s the coolest part of this new approach? Why are you excited about it?
How will they benefit—Will it reduce stress? Increase their job satisfaction? Improve skills?
Examples in Action
Launching a service upgrade—Instead of saying, “We have a new check-in process,” frame it as: “This new check-in flow will help us wow guests even before they get to their rooms! and it will reduce the paperwork!”
Rolling out a new learning program—Instead of, “You have to complete this course,” say, “This training will help you make bigger tips and get noticed for promotions.”
Introducing a process change—Instead of, “We’re changing the way we do housekeeping requests,” say, “This new system makes sure no guest request is ever missed, and it’s easier for you to track!”
Before introducing any new initiative, ask yourself: Would I buy into this if someone else presented it? If the answer is no, dig deeper. Find the excitement, frame it in terms of real benefits, and sell it with enthusiasm.
Enthusiasm isn’t just about being loud or charismatic—it’s about belief. People don’t just respond to what we say; they respond to the energy behind it. And when enthusiasm is missing, we feel it just as much as when it’s present.
Before walking into a meeting, presenting an idea, or rolling out a new process, pause and ask:
• What excites me about this?
• How does this improve things for my team, my guests, or my business?
• How can I make someone else feel that excitement?
If you can’t find an answer, maybe the approach needs rethinking. But if you can tap into it, that energy will do the heavy lifting for you.
Just a note of caution: People can smell fake enthusiasm a mile away. If you’re overly hyped about something that’s clearly flawed, your team won’t just be disengaged—they’ll be cynical. Authentic enthusiasm comes from genuinely believing in what you’re selling.
Every interaction is an opportunity to transfer energy. Whether you’re selling a product, leading a team, or shaping culture, the enthusiasm you bring is the difference between engagement and indifference.
So before your next conversation, ask yourself: Am I just delivering information, or am I igniting excitement? Because the truth is—if you’re not excited, why should they be?
Find your energy. Own your belief. Transfer your enthusiasm. And watch what happens next.
In hospitality, timing is everything. Whether it’s a high-pressure service situation, a new guest expectation, or an operational challenge, the right training at the right time can make all the difference.
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