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.

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.

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 [.].

Airlines: The Ultimate Example of Gamification

The Brooks Group

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.

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

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.”. The scripted lines that are delivered by highly scrubbed flight attendants on competitors’ airlines are not what Branson is after.

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.

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.

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?

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. As people ascend from their quarantine, fix up their hair, and realize their sales, or specifically quota retirement, needs attention. The tendency will be to go to all the usual sources, usually determined by volume, not quality.

Sage 216

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.

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.

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.

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

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 ”.

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.

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.

{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.

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

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.

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

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.

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.

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.

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. And how often have you thought of those words and cringed when the customer you are with has said something you know is definitely the wrong side of wrong? Alexander Kjerulf is an independent writer and an expert on workplace happiness.

With All the Change, It’s Still About the Client


Your transportation logistics client that generated 80% of their business from the airline industry has seen Avianca, Compass and Virgin Australia simply disappear. But Jet Blue and American Airlines, also your client’s customers, are active and pursuing cargo business to replace their crushing passenger revenue losses. COVID-19…….so so much has changed. And we’re all evolving our strategies as we head towards that worn-out term – the New Normal.

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.

Dumbness isn’t a destiny

Sales and Marketing Management

Yes, if you’re running an airline, you have to have somebody who can actually fix a plane. You see companies like Southwest Airlines, which hires for smarts, for diligence and for enthusiasm. Author: Paul Nolan In his new book, “Nincompoopery: Why Your Customers Hate You?—?And And How to Fix It,” John R. Brandt says managers are the key to squelching the corporate stupidity that drives customers crazy. SMM: ?You

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.

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. In an effort to maximize bookings and make sure flights are full, airlines commonly overbook anticipating people don’t show, miss their connections, etc. Typically, airlines ask for volunteers and offer some small stipend to passengers to volunteer.

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?

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.

How Badly Do You Want It?

Grant Cardone

She offered her a job to move up in pay and be a flight attendant for Emirates Airline. This story will leave you with NO excuses going into 2020. Maria Da Conceicao is a Portuguese woman who came from NO money but today supports a school in Dhaka, Bangladesh. As an orphan at a young age, she was adopted and raised by a house cleaner. By 15, Maria was also cleaning houses.