Sales Culture Rule 2: Segment to the Sector or Account Level, and Align Titles Accordingly.

“The achievements of an organization are the results of the combined effort of each individual.” If Vince Lombardi ran an airline, I sure as hell wouldn’t work for it. After all, if winning really isn’t everything, but the only thing, then there would be, well, one adequate airline in the world. And out of Singapore […]

Sales Culture Rule 4: Shift the Deck Chairs Around.

“If you ain’t the lead dog, the scenery never changes.” Sales is a relationship business. That much I’m sure we can agree on. However, the less dependent an organization is on the individual relationships of its sales force, the healthier that sales team will be. In other words, the best sales organizations have the “Four […]

(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