All Airlines are the Same, Except for Their People

Jeffrey Gitomer

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Do Prospects Lie to Your Salespeople Like the Airlines Do?

Understanding the Sales Force

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.


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United Airlines Uses Customer Service This Way to Impact Sales

Understanding the Sales Force

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. When I arrived at the airport, the monitors showed that my flight, scheduled to depart at 5:18 PM, was delayed. I entered a very short queue to speak with a gate agent to learn just how long the flight would be delayed. There was one person ahead of me and one person at the counter. There were two gate agents.

Perception Is All That Matters for Your Sales

The Sales Heretic

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 videoIn forcibly dragging a paying customer off an overbooked plane at Chicago’s O’Hare airport, United has given us all great content to use on stage, in print, and online. And they’ve given us an incredible amount of content [.].

Gain a Competitive Edge Through a Successful Pricing Strategy

Sales Benchmark Index

Do you know who your competitors are? What makes them a competitor? Why do buyers choose their product over your own? Buyer perception is everything. By understanding and influencing buyer perception, you can increase the willingness to pay and capture.

Video Marketing Lessons from the Airline Industry


Video killed the radio star

Please Do Not Recline Your Seat Back and Other Rules on Proper Airline Etiquette – by Todd Schnick

Selling Fearlessly

While I am not a billion mile flyer, I do travel more than the average person, and over the years, I’ve accumulated a few basic rules of common sense and basic courtesy that all should follow. Frankly, I shake my head at what some people do on airplanes. And don’t excuse it because they do […]. Selling

10 Great Examples - Customer Service as a Powerful Sales Tool

Understanding the Sales Force

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. In most cases, customer service tends to be vanilla, bland, and although professional in its approach, it is typically highly unspectacular. However, sometimes, customer service is so good, or so bad, that their brand statements go beyond what marketing or sales could ever do.

Quit Chasing Every Customer!

The Sales Hunter

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. Check out at this link a great article by Benjamin Zhang at Business Insider regarding […]. Blog pricing Prospecting high-profit prospecting price prospecting sales prospecting

How Aviation Businesses Can Utilize Personalization To Make Better Engagement With The Next Generation Travelers


In 2018, the airline industry set a record by flying more than 4.3 With these statistics, you may think the airline industry is doing pretty well. But to achieve such heights, the challenges the airline industries face are equally prominent.

The Bait and Switch

A Sales Guy

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.

Heavy Hitter Sales Blog: Unhappy Customers: What to do When an.

HeavyHitter Sales

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 Tao of WOW!

Sales and Marketing Management

Solomon interviewed Virgin Group founder Richard Branson, who told him that many Middle Eastern and Asian airlines that compete with his Virgin Atlantic international airline “have service standards that are extremely high, but don’t deliver the right style of service for customers today.”.

Planning speed and accuracy take off at BIGLIFE


Airline loyalty programs are being forced to evolve to meet today’s turbulent business environment. Fortunately for BIGLIFE, the platform that runs BIG Loyalty (which started out as AirAsia’s frequent flyer program), that evolution started long before COVID-19.

Executive Sales Leader Briefing: Guilt by Association — It’s Not the Way to Lead

The Sales Hunter

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

Misalignment Continues to Be the True Foil Impeding Organizational Success

Increase Sales

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.

Building Loyalty Evolves with Data, Smartphones, and Personalization


Sure, we could reminisce about the roots of loyalty programs in the 1700s, when devoted customers received special tokens, but instead, let’s start in the early 1980s, when much of the airline industry waded into what one would consider modern customer loyalty.

Captain Denny Flanagan And His Birthday Wish

Paul Cherry's Top Sales Techniques

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.

Navigating Complexity with Brandon Williams

criteria for success

He later became a commercial airline pilot and university professor. He later became a commercial airline pilot and university professor. Happy Monday, Let's Talk Sales listeners! This week's guest is Brandon Williams. Brandon started his career as an Air Force fighter pilot.

Stardate 1.0: Travel Lessons for the Sales Road Warrior

Engage Selling

Every week I’m asked about travel tips, recommended hotels, airlines, and locations. Are you a sales road warrior?

Get Personal – Southwest

No More Cold Calling

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. I recently had a birthday (no tears, I’m glad about it!). Life is high touch. Southwest understands this. (I I appreciate a hand-written card. I believe in the thank you note. I believe “ The Fortune Is in the Follow-Up ”.

Where United and Others Can’t See the Forest for the Trees – by Leanne Hoagland Smith

Selling Fearlessly

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

Air Travel for Business: Where Carriers Get it Wrong

Engage Selling

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.

{Top Sales Magazine} Lead in Virtual Selling With RICH™ Content


In late 2019, the International Air Transport Association (IATA) published the “Economic Performance of the Airline Industry” report. It predicted a 4.1% growth in global air traffic demand in 2020.

Time to Move Beyond Increase Sales to a Highly Engaged Sales Culture

Increase Sales

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.

You Need To Trust You

The Pipeline

You have all read about what the people in an operating room and an airline learned from each other, right? By Tibor Shanto. Now that almost all of North America is back on the path to complete reopening, the hype machine is about to go into overdrive.

Sage 245

The 4 Benefits of Engaging in Virtual Instructor-led Training


trillion and represents an estimated 55% of airline revenues. According to the Global Business Travel Association , annual global business travel spending totals approximately $1.5 This considerable expense suggests that selling organizations have operated under the idea that travel is a burdensome but inescapable cost. Today, savvy business leaders facing this cost, coupled with new travel restrictions, are changing their thinking.

Sentiment Analysis: A Primer for B2B Marketers


Example: When you think of crisis management, one industry jumps out in particular and that’s airlines. From lost baggage to delayed flights, airline customers are quick to voice complaints online. Some airlines respond immediately and offer real assistance to the disgruntled customer. After this negative experience, the airline loses this particular customer to a competitor that has a more positive reputation. How do people feel about your company?

TSE 357: I Ended Sales Traveling Headaches With This App

Sales Evangelist

So you have all these emails about your hotel, car rental, airline tickets, etc. So you have all these emails about your hotel, car rental, airline tickets, etc. As a sales professional or entrepreneur, we all know the headaches that come with traveling, scheduling, and getting everything all set up and going. where you have to dig into your email archive to search for these keywords.

Three Ways Servant Leaders are Building Successful Sales Teams

Adaptive Business Services

More than a passing fad, servant leadership continues to energize leaders around the world – from Southwest Airlines to Starbucks – delivering proven bottom line results. Herb Kelleher helped found the airline on the following premise: “Your employees come first.

Contact Should Mean Contact

Sales and Marketing Management

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.

Why Customer Experience Should Be Top of Mind for Sales Leaders

No More Cold Calling

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. Are you creating an experience that drives revenue and referrals? How much did you say that cost?” I asked the barista. I knew I heard him correctly, but I still couldn’t believe it was $5.50

Turn a hard no into a yes with the easiest follow-up technique I know

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. Almost every interaction in life—from booking airlines tickets to making sales—comes down to a personal connection. Every sales rep hates hearing no. But it’s just part of the job, right? You can’t win every deal and when a prospect turns you down, it’s time to just move on.

14 Quick Tips On Becoming A More Assertive Salesperson

MTD Sales Training

If the airline counter agent tells you that you must pay extra for your heavy bag, don’t get angry at the agent! Your beef is with the airline’s policy (and possibly your failure to read the fine print). So treat her well and negotiate respectfully…then take the matter up with the airline’s customer service agents. One definition of assertiveness is being confident and direct in dealing with others.

Conference activity down 57% in early 2021 compared to one year earlier


The lack of events in early 2021 trickles down to other industries, such as airlines, hotels, and tourism. Back in February 2020, the Mobile World Congress in Barcelona canceled its gathering due to rising cases of COVID-19.

Make Your Sales Force Your Loyalty Program

Sales and Marketing Management

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. At this point, you might be forgiven for raising a simple question: “That may be great for an airline or a restaurant, but I’m in the manufacturing business.

Do You Suffer From “Nomophobia”?

No More Cold Calling

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”. Here’s the definition from Spririt Lexicon, Entry No 435: Walk the Walk, Talk the Talk. We’re all on the move, but on-the-go multitasking can be dangerous! Read, “ Texting While Walking…The Rules.” And stay safe out there.

Cross-selling and Upselling in 2020


The cross-sell comes as airlines around the world “try to employ their idled resources during the pandemic and tap into people’s desire to fly when most planes are grounded.” Interesting tidbit: The probability of selling to a new prospect is 5–20%.

It’s 3AM…Are You Awake?

Bernadette McClelland

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.

Hits and Misses from Road

Engage Selling

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.