The British Rail story and experiential persuasion

You are on slide 34 when the CFO’s phone buzzes. She glances down. The VP to her left is nodding, but you can tell he checked out ten minutes ago. You know this pitch cold. You have rehearsed it. You built the deck. You covered every feature, every capability, every objection. And still, you are dying up there. You spent weeks on this presentation. None of it matters because everyone in that room has already sat through the same pitch from three other vendors this month. “Pitching sucks,” says Danny Fontaine, author of Pitch, on an episode of the Sales Gravy Podcast. “It sucks for the people doing it because we get so stressed out, and we spend weeks doing mountains of work. Meanwhile, there is a whole audience who has just as bad of a time as us because they have to sit through an hour of 100 PowerPoint slides and they’re bored.” He is right. The audience suffers just as much. They sit through identical presentations, back to back, trying to remember which vendor said what. Both sides leave exhausted. No one wins. There is a better way. Effective sales pitch techniques don’t rely on slides. They create engagement, tell stories, and turn monologues into conversations that actually move deals forward. Why Traditional Pitches Fail The standard pitch follows the same predictable pattern. Company overview. Capabilities. Case studies. Pricing. Questions at the end. Every competitor uses the same structure. That means you are asking your prospect to choose between nearly identical presentations. When everything looks the same, decision makers default to price or familiarity. Your carefully crafted message gets lost in the noise. You are treating the pitch like a presentation when it should be a conversation. You are trying to inform when you should be persuading. Experience Beats Information In 1979, a small advertising agency called Allen Brady and Marsh (ABM) competed against industry giant Saatchi & Saatchi for the British Rail account. ABM’s founder, Peter Marsh, knew he couldn’t win by playing it safe. When the British Rail executives arrived for the pitch, no one answered the door. They rang the buzzer three times before it finally opened, with no one behind it. The receptionist ignored them while filing her nails. The waiting area was filthy. After a while of being dismissed, the chairman stood up to leave. That is when Marsh burst through the doors and said, “Gentlemen, you have just experienced what your customers go through every single day. Shall we see what we can do to put it right?” ABM won the account. And it worked because the executives didn’t just understand the problem. They felt it. Most sales pitches fail because they ask buyers to care before they are emotionally engaged. Information alone doesn’t create urgency—experience does. Start With Them, Not You Pitches always start the same: ‘Thanks for your time. Here’s our agenda. Let me tell you about our company.’ Your prospect stops listening after the first sentence. If you want engagement, start with a question. Ask what matters to them. Ask what would make the time valuable. Ask what problem they are trying to solve. Before you show a single slide, say something like, “Before we start, what would make this conversation worth your time today?” Or, “What is the biggest challenge you are facing with this right now?” Those questions do three things immediately. They show respect. They give you intelligence. And they turn the pitch into a conversation from the first minute. This works even better over Zoom, where attention is fragile and distractions are everywhere. When you ask early questions, you pull people in instead of competing with their inbox. Stories Create Memory The most powerful stories aren’t pulled from case studies. They come from real life. Every meaningful achievement involves obstacles. Those obstacles contain lessons. Those lessons connect directly to the challenges your prospects are facing. A story without relevance is just noise. A story with a clear lesson becomes a lever. A consultant once shared a story about buying a secondhand Lego set. She started building it, only to discover key pieces were missing. After hours of searching for replacements, she had to start over. When pitching a complex implementation, she said, “That taught me something. At the beginning of any project, we have to make sure all the pieces are in the bag.” That story worked because it made preparation tangible. It made risk visible. It connected emotionally and logically. If the story does not clearly support the point you are making, don’t tell it. Ask Before You Lose Them Most salespeople cling to their script even when they can see the room drifting away. They are afraid of losing control, so they keep talking. That is how you lose the deal. Don’t wait until the Q&A to ask questions. Sprinkle them throughout your pitch to keep your audience engaged and the conversation alive. Ask if you’re hitting the mark, what they want to explore deeper, and what matters most to them. When you ask questions, you aren’t giving up control. You are gaining it. The person asking the questions is always in control of the conversation. Emotion First, Logic Second Buyers like to believe they are rational. They are not. Emotion drives decisions. Logic justifies them. If you want someone to care, you have to make them feel something. Frustration. Relief. Possibility. Urgency. That is why the British Rail experience worked. Marsh didn’t argue that customer service was bad. He made them experience it. The feeling came first. The logic followed. Once a buyer is emotionally engaged, they start looking for reasons to say yes. They look for data to support the decision they already want to make. This is why information-first pitches fall flat. You are asking people to care before you have given them a reason to. Create the emotional connection first. Then give them the facts. When the Room Goes Cold Even the best sales pitch techniques don’t work every time. Sometimes the wrong people show up, there is a fire you didn’t know about, or your message just doesn’t land. When that happens, don’t push harder. Pivot. Call it out. Ask what would be more valuable. Acknowledge the moment instead of pretending it is not happening. That level of honesty builds trust. It shows you are there to solve a problem, not deliver a performance. Why This Matters Your prospect didn’t show up to be entertained or to be bored. When you give them an experience they didn’t expect, you separate yourself from every competitor running the same tired deck. You become memorable. You become relevant. You become human. The pitch that feels risky is usually the one that wins. The personal story. The direct question. The willingness to have a real conversation. Because the alternative is being forgotten the moment you leave the room, no matter how many slides you showed. Want to take your pitch from forgettable to unforgettable? Download the FREE A.C.E.D. Buyer Style Playbook, which shows you exactly how to read your buyers, adapt your approach, and turn every conversation into a deal-closing opportunity.