All Airlines are the Same, Except for Their People

Jeffrey Gitomer

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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.

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.

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 video

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.

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

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.

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.

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

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.

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.

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.

Film 40

Are You The Captain Wing-It of Your Small Business?

Increase Sales

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?

Air Travel for Business: Where Carriers Get it Wrong

The Sales Leader

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.

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

Tone Deaf Executive Leadership Ignores What Customers Value

Increase Sales

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.

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. Every sales rep hates hearing no. But it’s just part of the job, right?

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.

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”.

8 Things Technology Will Never Replace

No More Cold Calling

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.

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.

Keys to Improved Sales Performance - Part 4 of 4

Understanding the Sales Force

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.

Does Anyone Have an In-Person Conversation Anymore?

No More Cold Calling

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.

United Could Have Avoided Dragging Passenger Off Plane

A Sales Guy

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.

Stop The Sales Leadership World, I Need To Get Off!

Bernadette McClelland

We’ve seen United Airlines as front page news a while back because a staff member dragged a man screaming from his seat.

Who Said Referrals Were Six Degrees of Separation?

No More Cold Calling

Here’s why, according to Southwest Airlines’ Spirit magazine (Sept. New data suggests that there are fewer than five degrees of separation—your referral network just got turbocharged.

Would You Watch An Autonomous F1 Race?

The Pipeline

I recently read about two groups, one from national health care provider, the other from a leading airline. By Tibor Shanto.

A Little Whining—When Will We Stop Thinking Buyers Are Stupid

Partners in Excellence

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.

Unintentional Selling - Selling Customers on Defecting

Understanding the Sales Force

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.

Effective Listening Can Be a Matter of Life and Death

Carew International

Last week, a Dallas-bound Southwest Airlines flight made an emergency landing in Philadelphia after an engine exploded in flight. Going back to the airline safety presentation…one wonders how many passengers were looking at their phones during the pre-flight presentation.

How the Power of Three Develops a People First High Performance Culture

Increase Sales

This attitude has been demonstrated by companies such as Southwest Airlines among others. People (employees) are what make any organization run and are responsible for business growth.

Hits and Misses from Road

The Sales Leader

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

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.

Effective Listening Can Be a Matter of Life and Death

Carew International

Last week, a Dallas-bound Southwest Airlines flight made an emergency landing in Philadelphia after an engine exploded in flight. Going back to the airline safety presentation…one wonders how many passengers were looking at their phones during the pre-flight presentation.

Selling Your Prospects On Their Dreams with the Magician Archetype


One example that always comes to mind is a campaign WestJet Airlines did a few years back. By: Ryan O’Hara. If you’ve been following our blog lately, we’ve been talking a ton about finding your voice for social selling.

5 Probing Questions Guaranteed to Derail Your Deal

Hubspot Sales

If you say to an airline exec, “ Did you know oil and gas prices are up 26% and BLUESTAR Airlines is crushing it because they bought 15-years’ worth of futures five years ago at historically low prices? ”. Probing Questions. I've heard [insert relevant industry trend].

“Enchantment” by Guy Kawasaki


Guy explained that he was a United Airlines customer. “At that point, he (Richard) got down on his hands and knees and gave me a shoeshine with his coat, and since then my first choice for any route that Virgin America flies is that airline.”

Do prospects lie? How does the answer impact sales success?

Anthony Cole Training

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?

Top Kurlan Articles on Sales Coaching

Understanding the Sales Force

Do Prospects Lie to Your Salespeople Like the Airlines Do? Understanding the Sales Force by Dave Kurlan There are probably topics which I've written about more often than coaching salespeople, but none that are more important nor have greater impact than coaching salespeople.

After Inbound 14 - Anatomy of a Hybrid Sales & Marketing Role

Understanding the Sales Force

If you needed to hire an airline employee would it be a pilot, flight attendant or a hybrid? Understanding the Sales Force by Dave Kurlan. Last week, when speaking on the Inbound Stage at Inbound14, my topic was Hiring for the Inbound Sales Role.

Have You Spoken With Your E-Quaintance Lately?

No More Cold Calling

I love Southwest Airlines and I love reading Spirit Magazine. Real-world sales may start online, but the real connection and success happens offline, in the real world. Join me.

Leadership Lessons from 36,000 Feet Over the Pacific Ocean

The Sales Hunter

You can pass the time by watching movies “edited for airline viewing” or spend hours thinking you’ll finally master Candy Crush. You’re thinking I’m about to tell you what I experienced on a flight. Well, you’re half right. It’s not what I experienced going on in the plane ; it’s about what I experienced going on in my mind.