All Airlines are the Same, Except for Their People

Jeffrey Gitomer

We''ve Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us

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.

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.

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 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.

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.

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?

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

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

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.

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.

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.

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

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.

Put Your Shoes On! Plus 12 Other Tips to Do Travel Right

John Barrows

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.

Travel 209

Should You Always Agree With Your Client?

MTD Sales Training

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.

How Not to Be Embarrassed by Your Company’s Execution Challenges

Anthony Iannarino

There isn’t an airline that doesn’t have mechanical issues, oversold flights, and weather delays. While you may have better luck with one airline over another, you will not find one that doesn’t have these challenges.

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.

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

Close.io

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?

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?

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”.

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.

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.

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.

Stop Farting on Airplanes, and 12 Other Tips to Do Travel Right

John Barrows

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.

Travel 158

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.

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.

What’s Getting in Your Way of Becoming a Top Performer? It Might Just Be Your Work Environment

Highspot

Originally developed for airline pilots, these headphones can do wonders when it comes to blocking out noise. I used to work with a woman who would go to the local coffee shop to make prospecting calls. She used to say, “They drink the caffeine, I feed off of their energy.”.

Episode #099: Exceptional Customer Experience in Sales with Joe Calloway

Jeff Shore

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.

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.

Let’s Talk Sales! Interview with Jamie Shanks – Episode 149

criteria for success

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.

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.

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.