packrat
20th Sep 2011, 11:23
When I was inducted into the employ of Qantas I was made aware that I was now part of the Qantas Sales force and that I should actively seek out opportunities to up sell and on sell the product.
I did this with great enthusiasm for the first 17 years of my employ.BBQs,bank Qs,elevators,family parties.You name it I was in there batting for the Red Team.
As my treatment by managment became worse and the quality of the product began to detiorate I became a little quieter and somewhat embarrassed by the product.I stayed quiet for a long time but as I became more disengaged and disappointed I began quietly talking the product down.Then that stopped and i only responded to questions about the airline when asked directly.
A positive customer experience can convert into around 6 sales of a product basically through word of mouth.
A negative customer experience converts to twice as many lost sales.
So when you have 30,000 disengaged staff how many lost sales does that create?
Axiom 1.
When you in the business of selling a service dont piss on the sales team.They provide you with a lot of your bread and butter for free
I did this with great enthusiasm for the first 17 years of my employ.BBQs,bank Qs,elevators,family parties.You name it I was in there batting for the Red Team.
As my treatment by managment became worse and the quality of the product began to detiorate I became a little quieter and somewhat embarrassed by the product.I stayed quiet for a long time but as I became more disengaged and disappointed I began quietly talking the product down.Then that stopped and i only responded to questions about the airline when asked directly.
A positive customer experience can convert into around 6 sales of a product basically through word of mouth.
A negative customer experience converts to twice as many lost sales.
So when you have 30,000 disengaged staff how many lost sales does that create?
Axiom 1.
When you in the business of selling a service dont piss on the sales team.They provide you with a lot of your bread and butter for free