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. MORE
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. MORE
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. MORE
This is an unlikely but true story about iconic brands being protected by an amazing airline captain , the power of social media, and how to create customer-centric culture. MORE
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. MORE
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. MORE
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. MORE
United Airlines lost $770 million in market cap because of poor training that led to newsworthy incidents which eroded brand equity. In a previous post, The Hidden ROI of Sales Training , I described certain ROI as being “hidden” much of the time. MORE
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 MORE
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. MORE
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. MORE
When commercial airlines made flying affordable enough for everyone, it didn''t eliminate buses, trains and cars. MORE
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 MORE
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 MORE
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”. MORE
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. MORE
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? MORE
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. MORE
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 MORE
We are talking about a driver with 42 years experience driving in the snow and a commercial airline pilot with probably 30 years experience flying in the elements. Understanding the Sales Force by Dave Kurlan Today you''ll receive multiple articles and a bonus video too! MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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? MORE
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. MORE
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. MORE
I recently read about two groups, one from national health care provider, the other from a leading airline. By Tibor Shanto. MORE
We’ve seen United Airlines as front page news a while back because a staff member dragged a man screaming from his seat. MORE
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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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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.
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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.
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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
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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
Increase Sales
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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?
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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.
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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.
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We’ve seen United Airlines as front page news a while back because a staff member dragged a man screaming from his seat.
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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.
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