Originally Posted by
Jorgen
Mmmm-hmmm? And how many customers do you have? Ten million? Perhaps the 80,000 which is estimated as the number of current 1Ks?
I think you're vastly overestimating your own importance here, dude. Take a chill pill.
Flyingeagle is right on! The number doesn't matter. Plenty of Sales/Customer Senior Managers deal with this, and on a larger scale than this company. It's called managing the business for the long-term. It has been proven to cost more money and require more time to cultivate new customers than to properly serve and retain existing customers.
Then as he has said, a simple report "can tell anyone who cares" what their best and most valuable customers are doing, at least pertaining to history. In a single day, I would as a Sales/Marketing Manager for this company, develop programs to get them back on my planes. They have mailing and email addresses, along with phone numbers. Call those in the top third, send personal letters to the middle third and email the bottom third. Offer them incentives, apologize for the trouble/inconvenience and tell them what is being done to correct all these measures. In other words, COMMUNICATE. Businesses cannot be managed in a vacuum/cave, which is what appears to be happening here. If customers matter, and in a service channel of trade, those customers are invaluable.
This business model does not work. The operation is compounding the problem. Come September, the revenue coming in at the top, will be proven not to exceed the revenue falling off the bottom. Then, come Nov-Mar, they had better hope not a single snowflake drops. That kind of IRROPS would be catastrophic.
Smi/J does not have the buy-in of his employees. Thats where the rubber meets the road. He has put most of them in untenable positions. I don't see an end-game that can overcome this problem. At best, it would take many years to overcome the damage he has caused. The best and quickest way out of this is to start over with a clean slate. The stripes on this zebra won't be changing any time soon. Ask the bulk of the employees, ask the many of the pmCO customers, ask the more than handful of the pmUA customers and ask the Gang of 11.
October will be the month of change for this regime.
Six of us from my company have a busy travel month in October, and on AA and DL. Absolutely no UA. I made sure of that. I hope I don't miss the news as it occurs.