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 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 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 […]

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 […]

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 […]

Customer Engagement Strategy for the Airline Industry