JEFFREY GITOMER SALES MOVES
babm.com/salesmoves
Jeffrey Gitomer is the author of The Little Red Book of Selling. President of Charlotte-based Buy Gitomer, he gives seminars, runs annual sales meetings, and conducts Internet training programs on selling and customer service at
www.trainone.com. He can be reached at 704.333.1112 or e-mail
salesman@gitomer.com.
32 | APRIL/MAY/JUNE 2012
flying
FROM POINT A TO POINT BS ON ANY AIRLINE.
NOTE WELL: I am grateful to all airlines and the services they offer me. This column is not written in anger, nor is there any malice intended. It’s just a factual observation from a very frequent customer. And a hope they can do the obvious.
On the airplane this morning, I’m watching the forced media as the plane prepares to take off. The CEO of the airline comes on a video telling me how much he appreciates my business, how much he wishes he could greet me personally, and how great the service is. Blah, blah, blah.
Meanwhile people are waiting an hour to check in and pay baggage fees (except on Southwest). They’re waiting another 30 minutes to go through security. Then they’re being warned against carrying too much on the plane, herded in like cattle, given poor to medium service, and offered inedible food and undrinkable coffee. And to top it off, on this three- hour flight, there is NO WI-FI on the plane.
I wonder if the CEO has ever flown on his own airline before.
If you make the mistake and call the airline to book your $1000 flight, you’re on hold for 10-30 minutes listening to their insipid messages about how great they are, and then you’re quoted random fees based on the day you fly and return, and the fullness of the plane. Should you decide to change your ticket, another 150 bucks, please. If they send you an email, there is never a way to respond directly, and never a phone number for the person sending it. Rude!
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