Sales Culture Rule 1: Link Incentives to Performance, but Look Beyond the Numbers.

“Even a broken clock is right twice a day.” No, really. It is. Airline industry sales, at most levels, are less incentive-driven than many other industries (at least in terms of commission as a proportion of overall salary). While I can’t tell you exactly why this is, I can hypothesize two theories.  Perhaps it has something […]

Sales Culture Rule 3: Well-Roundedness is Good!

“If you think education is expensive, try ignorance.” Education is awfully expensive for skills that will never be used in the real world. Unfortunately, I’ve been told by more than one individual in the workplace that the value of a university education, or even a Master’s for that matter, is primarily to “teach one how […]

(Aside: What Hiring Managers can Learn from a 7-Foot Nigerian…)

Building on my previous post, the fact is that our industry needs a wave of innovative, spirited young talent. There will always be people passionate about the airline industry, and the doors to the world that working here gives us. Unfortunately, our industry’s leaders–and not necessarily top leaders, but perhaps more middle management–often fail to understand that […]

Sales Culture Rule 5: Experience is for the Dinosaurs.

“If you’re a gifted flirt, talking about the price of eggs will do as well as any other subject.” Experience is overrated. Yes, I said it. Nice way to start a blog, right?  Come across as some brash know-it-all who can’t seem to find a hat big enough to cover his head? Hardly. Let me […]

Sales Culture Rule 6: Let Go, H.O.!!

“Sometimes you have to let go to see if there is anything worth holding on to.” Each and every airline in the world has its own culture, which trickles down from central management to the farthest reaches of its network. This is the primary responsibility of a carrier’s–or any company’s–leadership. Establish a mission, vision and […]

The Ham & Eggs Challenge: 7 Tenets for Leading a Sales Force from Involved to Committed

“The difference between involvement and commitment is like ham and eggs. The chicken is involved; the pig is committed.” To my knowledge, tennis legend Martina Navratilova was never in airline sales. (She did fly a lot, though–Flushing Meadows to Melbourne Park and back to Roland Garros will log you some miles!). But when I saw […]

Customer Engagement Strategy for the Airline Industry