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All Airlines are the Same, Except for Their People
Jeffrey Gitomer
OCTOBER 17, 2013
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Airlines Related Topics 
United Airlines Uses Customer Service This Way to Impact Sales
Understanding the Sales Force
JUNE 26, 2014
Understanding the Sales Force by Dave Kurlan Yesterday, I was returning from New Orleans on an airline I had previously decided never to use again.
Do Prospects Lie to Your Salespeople Like the Airlines Do?
Understanding the Sales Force
NOVEMBER 15, 2012
Do the airlines and the FAA seriously expect us to believe that when there is no WiFi on the plane our devices will interfere with navigation but when there is WiFi on the plane the devices won't interfere? After all, these lies continues to work for them, much as the lies the airlines use continue to get us to power down our devices.
Perception Is All That Matters for Your Sales
The Sales Heretic
APRIL 11, 2017
Every business speaker, blogger, podcaster, columnist, and comedian owes a huge debt of gratitude to United Airlines. Sales Airlines business communication crisis customer negotiating perception policies service social media speaker training United video
10 Great Examples - Customer Service as a Powerful Sales Tool
Understanding the Sales Force
NOVEMBER 23, 2015
Dave Kurlan customer service Apple Dell Verizon profesional speaking lufthansa united airlinesLast week, during my travels to Poland and back, I experienced how companies are using customer service as sales tools.
Airlines: The Ultimate Example of Gamification
The Brooks Group
JANUARY 30, 2013
The airlines know it's not just about the benefits they provide to those with status. Just log onto the website of your favorite airline or hotel. However, airlines and hotels have keyed in on just how eager we are to earn the recognition that comes along with winning. We all become enamored with a new concept every now and then. It's practically predictable that a buzzword will come along and grip everyone in an industry for a year-or-so.
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Quit Chasing Every Customer!
The Sales Hunter
NOVEMBER 23, 2016
United Airlines announced last week a new cheap fare that does not allow ticket holders to carry on any luggage. Their reasoning is they want to attract customers who are now attracted to the ultra low fare airlines like Spirit.
Heavy Hitter Sales Blog: Unhappy Customers: What to do When an.
HeavyHitter Sales
APRIL 12, 2008
I have flown millions of miles on American Airlines over the course of my career. However, this past week American Airlines cancelled thousands of flights which infuriated many loyal customers like me. I received this e-mail from American Airlines and it provides valuable lessons for dealing with unhappy accounts. Subject: An Apology from American Airlines. Heavy Hitter Sales Blog. Recent Posts. A Salespersons Most Important Competitive Weapon.
The Bait and Switch
A Sales Guy
APRIL 25, 2012
Business Performance Customer Service bait and switch Sales Sales Advice United AirlinesAs far as I know, the “bait and switch” is against the law in all 50 states, so how United gets away with it is beyond me. The bait and switch is when a company advertises a particular product at a particular price, then when the customer shows up to buy, they don’t have the product at that price. The price is now more expensive OR it’s a cheaper product at the same price.
Misalignment Continues to Be the True Foil Impeding Organizational Success
Increase Sales
APRIL 11, 2017
By now many in the US and all over the world have heard about or viewed the video of the United Airlines passenger being forcibly taken off from the airplane. As someone who avoids airline travel like the plague because of the hassle, it has been a long time since I actually read the policies stated when purchasing an airline ticket. Airlines reserve the right to remove passengers if for example the airplane is overbooked.
Stardate 1.0: Travel Lessons for the Sales Road Warrior
Engage Selling
JANUARY 10, 2019
Every week I’m asked about travel tips, recommended hotels, airlines, and locations. Are you a sales road warrior?
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Executive Sales Leader Briefing: Guilt by Association — It’s Not the Way to Lead
The Sales Hunter
APRIL 21, 2017
It seems everyone is talking about the unfortunate situation United Airlines had recently. I’m tired of hearing about it and I’m more tired of hearing how people are bashing every United employee they can find. I spend a lot of time in airports and here’s what I see: Thousands of United employees going to work […]. Blog leadership Professional Selling Skills executive sales leader briefing leader sales leader sales leadership
Captain Denny Flanagan And His Birthday Wish
Paul Cherry's Top Sales Techniques
JUNE 5, 2009
When United Airlines pilot Captain Denny Flanagan, the subject of my Wow Factor Sends Customer Satisfaction Sky High post, read it and responded, he also revealed that it was his birthday, and that he had the following wish to share with all of our readers. United Airlines. More Free Stuff | Email Us | Get Started Now! Sales Training & Management Workshops | 302-478-4443. About Us. The Company. Our Training Approach. Paul Cherry. Patrick Connor News & Events.
Air Travel for Business: Where Carriers Get it Wrong
Engage Selling
JANUARY 31, 2017
Having racked up over 225,000 miles over two major airlines last year you could say that my most used office space is seat 3D. Like many professional sellers, I travel all the time.
Time to Move Beyond Increase Sales to a Highly Engaged Sales Culture
Increase Sales
JUNE 16, 2017
A survey from Clutch (a B2B research company) targeted 1,000 US consumers and asked them to respond to one of these three questions regarding United Airlines recent negative PR incident: More likely to purchase a United Airlines ticket. Less likely to purchase a United Airlines ticket. The result was 53% of the respondents will not buy from United Airlines. So much emphasis is placed on the goal to increase sales.
Why Customer Experience Should Be Top of Mind for Sales Leaders
No More Cold Calling
APRIL 18, 2019
Usually, major airlines treat you like a number—unless you’ve flown zillions of miles with them—but this time, they made me feel like a real person. Most major airlines and other consumer businesses don’t recognize the power of a smile and a welcome.
Get Personal – Southwest
No More Cold Calling
APRIL 5, 2012
I love Southwest Airlines. I actually believe that this big airline cares about me. Every year I receive a birthday card from Southwest Airlines. You’d be surprised how a small thing, like a birthday card, can make a difference in a business relationship.
Turn a hard no into a yes with the easiest follow-up technique I know
Close.io
JUNE 25, 2018
Airlines are rarely known for their customer support. But for some reason, I thought things would be different when I recently called up my airline and tried to change the details on an upcoming flight. Every sales rep hates hearing no. But it’s just part of the job, right?
Where United and Others Can’t See the Forest for the Trees – by Leanne Hoagland Smith
Selling Fearlessly
MAY 3, 2018
In spite of the various articles, interviews and commentaries regarding the United Airlines (UAL) video and consequently PR nightmare, the old adage of “one can’t see the forest for the trees” is very much present. The trees in UAL’s issue are the rules and compliances found within each ticket purchased. These statements clearly reveal that […]. Selling
Put Your Shoes On! Plus 12 Other Tips to Do Travel Right
John Barrows
DECEMBER 12, 2018
I remember recently I was annoyed at a certain airline for various reasons and I took it out on the flight attendant when she asked me to put my seat back up when it was already up. A common theme in airline travel is not being aware of your surroundings.
Make Your Sales Force Your Loyalty Program
Sales and Marketing Management
FEBRUARY 18, 2019
When American Airlines started its Advantage Program in the early 1980s, it had one clear objective in mind – to learn more about their customers and their key needs so they could serve them better.
Should You Always Agree With Your Client?
MTD Sales Training
OCTOBER 24, 2018
Herb Kelleher, the famous CEO of Southwest Airlines, states in his book ‘From Nuts!” “The customer is always right”. I’m sure you’ve heard these oft-quoted words from Harry Gordon Selfridge, the founder of the department store that bears his name.
It’s 3AM…Are You Awake?
Bernadette McClelland
JULY 29, 2013
Southwest Airlines constantly asks “how can we deliver ‘freedom for our clients in the sky’ in new ways? It’s 3AM…Are You Awake? You can’t sleep… so you grab your notebook and jot down that great idea. You’ve got an appointment in your diary and you’re champing at the bit to get there. You have this idea you’ve heard and you can’t wait to incorporate it into whatever you’re working on.
Contact Should Mean Contact
Sales and Marketing Management
JUNE 30, 2017
I got a phone call this morning from one of our oldest customers,” says the executive in a 2010 commercial for an airline. “He The executive proceeds to hand out airline tickets to his entire team and says, “We’re going to set out for a little face-to-face chat with every customer we have.”. Author: Paul Nolan “Game changer” is a term you hear often when people talk about how technology has changed their industry.
Are You The Captain Wing-It of Your Small Business?
Increase Sales
FEBRUARY 1, 2018
Welcome aboard Fly High Airlines flight number 135 heading for sunny Bermuda…or are we flight number 351 en route to the Bahamas? So sit back, relax and enjoy the flight…and again, thank you for flying Fly High Airlines…your sometimes on-time, on-course, on-purpose airline. Do you schedule time with yourself to work ON your small business instead of working IN your business?
Do You Suffer From “Nomophobia”?
No More Cold Calling
NOVEMBER 1, 2012
I’m quoting from Spirit, the magazine of my favorite airline, Southwest. Being without your treasured workhorse device can leave superconnected sales pros feeling lost, anxious, and debilitated. There’s a term for that. Nomophobia”.
Stop Farting on Airplanes, and 12 Other Tips to Do Travel Right
John Barrows
DECEMBER 12, 2018
I remember recently I was annoyed at a certain airline for various reasons and I took it out on the flight attendant when she asked me to put my seat back up when it was already up. A common theme in airline travel is not being aware of your surroundings.
Tone Deaf Executive Leadership Ignores What Customers Value
Increase Sales
JULY 18, 2017
The recent Tweet war between Delta Airlines and Ann Coulter reveals that Delta leadership does not know what their customers value. The tone deafness demonstrated by Delta Airlines executive leadership also reveals the total lack of emotional intelligence. Once again corporate executive leadership demonstrates how truly tone deaf it really is. Hint for those in leadership roles – It is not the money. When customer pay for something, they expect what they pay for.
United Could Have Avoided Dragging Passenger Off Plane
A Sales Guy
APRIL 10, 2017
Look sometimes “rules” and “regulations” blind us to the most obvious and simple solution and this was the case for United Airlines this weekend. Typically, airlines ask for volunteers and offer some small stipend to passengers to volunteer.
Keys to Improved Sales Performance - Part 4 of 4
Understanding the Sales Force
SEPTEMBER 5, 2014
United Airlines Uses Customer Service This Way to Impact Sales. Understanding the Sales Force by Dave Kurlan This is the third in a four-part series that will run this week. See Part 1 here. See Part 2 here. See Part 3 here.
Let’s Talk Sales! Interview with Jamie Shanks – Episode 149
criteria for success
MAY 6, 2019
Jamie’s workshops have been delivered across 6 continents, for brands such as Microsoft, Thomson Reuters, Oracle, American Airlines & Intel. This episode's featured guest is Jamie Shanks.
8 Things Technology Will Never Replace
No More Cold Calling
NOVEMBER 12, 2013
Do you remember the 2001 Southwest Airlines “Some Things Are Just Better in Person” campaign? Southwest Airlines isn’t perfect (no business is). Digital communication only takes us so far. Generation Y loves technology. They’ve grown up immersed in text messages and emails.
Stop The Sales Leadership World, I Need To Get Off!
Bernadette McClelland
FEBRUARY 17, 2018
We’ve seen United Airlines as front page news a while back because a staff member dragged a man screaming from his seat.
Episode #099: Exceptional Customer Experience in Sales with Joe Calloway
Jeff Shore
JANUARY 16, 2019
20:05] The lessons from Southwest Airlines. [30:36] In This Episode of The Buyer’s Mind with Jeff Shore: Joe Calloway, author of The Leadership Mindset, and Jeff talk about the customer’s need for an exceptional experience.
Do prospects lie? How does the answer impact sales success?
Anthony Cole Training
NOVEMBER 20, 2012
Do the airlines and the FAA seriously expect us to believe that our devices will interfere with navigation when there's no WiFi on the plane, but when there is WiFi on the plane, then the devices won't interfere?
Unintentional Selling - Selling Customers on Defecting
Understanding the Sales Force
OCTOBER 16, 2012
United Airlines. Delta Airlines (Frank wrote this one). Understanding the Sales Force by Dave Kurlan I've hit on this topic several times before when I ranted about: US Airways. National Car Rental. National Car Rental a second time. There were more.
Hits and Misses from Road
Engage Selling
MAY 31, 2013
Porter Airlines yummy snacks and wine for the flight home. Porter Airlines same day flight changes at the airport for no cost. Porter Airlines restrictive carry on baggage policies. Traveling is great way to observe the best and the worst in sales and customer service. Here are a very highlights (and low lights) from May. Hits: Air Canada Super Elite Concierge Service. I never have to wait in line to check in and they can always get me on an earlier flight for no cost.
Seven Steps to Success for Sales Managers – Book Review
The Pipeline
MAY 19, 2016
All this supported by examples of organizations who have used servant leadership successfully, such as Southwest Airlines, to become leaders in their industry; included is a case study illustrating specifically how servant leadership works effectively in a sales team.
Does Anyone Have an In-Person Conversation Anymore?
No More Cold Calling
MAY 14, 2012
Do you remember the Southwest Airlines’ “Some Things Are Just Better In Person” campaign (2001)? Southwest Airlines isn’t perfect (no airline is). Technology connects us to the outside world, but what about connecting to the world right in front of us? Take a look around you.
A Little Whining—When Will We Stop Thinking Buyers Are Stupid
Partners in Excellence
AUGUST 30, 2018
Three continents in 10 days, sitting in yet another airline lounge waiting my next flight. They are calling my next flight…… (At least I’m restraining myself from whining about airlines, that would be too depressing.). I’ve been away from the blog for a bit. I’m clearing email that has piled up over the just completed transatlantic leg. There are two I’ve just deleted from my inbox.
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