Interesting blog post from Jack Daly. I think we all need to train our people to realize everyone is in sales in that we all impact the customer.
We Are All in Sales
Airlines losing money, as normal course of biz.
I recently sat on a flight that was 30 minutes past departure time, and there was zero communication to the passangers (also known as customers, the people who create the revenue). 4 flight attendants were standing 3 rows up from me in the bulkhead, having a jolly good time with one another, catching up with who knows what.
Meanwhile, the customers (many who missed connections the previous day due to weather and were anxious to get on to their destinations) are ignored. I wondered if the owners/managers of the business were present if the flight attendants behavior would have been different?
What if the flight attendants were outside their business and were now the customers, being ignored by the store they were considering shopping in. Would it affect their purchasing attitude? Would they share their negative experience? Is it any wonder the airlines as an industry are losing money?
So, now, let’s look to your business. What messages are the people in your company sending to their customers on a regular basis? Create a system to ensure you know regularly and that all can be consistently aware.
We are all in sales, just don’t realize it enough.