I work for United Airlines and I am a Key Account Manager. I have an assigned account base, worth about $90 million in annual revenue to United. I have two corporate accounts and I have seven travel agencies (some with mulitple branches) whom I see every two weeks, once a month or once every six weeks, depending on the size of the account and what works best for them. Oh, travel agencies are now called Travel Management Companies (TMCs), FYI. Now I can use that lingo later on in this post.
You with me?
On my calls (known as customer meetings or sales calls or account visits) to TMCs I either make a presentation to a group of agents about what the latest news is with United (#1 on-time in 2009, new routes, B777 conversion to new lie-flat Business Class seats, etc.) and how their account is performing on their expected sales targets or I walk around the TMC and talk to agents individually about their accounts, help with seat assignments, upgrade space, refund issues, pricing questions, etc. In some accounts I do both. I'm usually in an account anywhere from an hour to 4 hours a visit.
Still with me?
The agents are in their twenties, with just a couple of years experience up to an agent who is 93. Really. Most are wonderfully respectful and knowledgeable and kind and appreciative. Some are not the sharpest pencil in the box. Or they're one card short of a deck. Pick your cliche', I know them, I call on them. For those of you who are professional and polite, this is not about you. For those of you who aren't all that, well you won't read this anyway. = ]
Here are some things I wish I could say, but I never will. Except here.
To those cackling agents who think it's funny to say "Are you going to charge to go to the bathroom on the plane?", it might have been funny when I first heard it 10 years ago, but not so funny the zillionth time. No, that's not an exaggeration, I've made a tick mark for everytime I've heard that.
When I'm trying to answer your dumb questions about charging for blankets (that's the other guy) stop interrupting me and thinking it's hilarious when you yell out "but you don't clean your blankets" and when I assure you that not only do we clean them, but we then seal them in plastic to assure cleanliness, it's not a gigglefest when you say, "but you don't clean them, you just put them in plastic".
Don't ask me what the fare is. You're the travel agent.
Don't ask me how to get help on another airline because that rep won't answer your calls. I don't work for that airline. Don't sell them if they can't help you. You want my help? Sell United. I'll help you.
Please don't threaten me with selling another airline if I don't do what you unrealistically demand ("I'll just sell brand X if you won't give me a free upgrade on this $150 fare to New York") because I will call your bluff. Or dial the phone for you. I don't care if the other guy gives it away, I don't.
I know we outsource, I know your feelings about it, I've been hearing it for years, so why do you act like no one's ever told me? And our sales support agents aren't in India, they're in the Philippines. Yes, they both have accents, no they are not the same. I use the same folks for my support, so don't tell me they can't speak or understand English. They understand me fine. And we record their calls, so if you tell me a story about how terrible they are, I will ask you for the details of the call and advise you we will listen to it so we can instruct the agent how to better handle a call. What? Never mind, you say...??
If I tell you a flight is full in First Class and that I can't clear an upgrade, I'm telling you the truth. Saying "but I never ask for anything" or "but this is a really important client to me" doesn't make someone suddenly disappear off the plane to give your passenger the seat. Really. I tried, I told you the truth.
I was called a "vendor" this week. I wasn't referred to by name but by "vendor". As in "oh, there's a vendor out in the lobby". It kind of took the wind out of my sails that this office I'd been visiting for almost two years, for whom I've done a lot of work and made exceptions and waivers and answered emails at 11:00 p.m. and on weekends... I'm just a vendor and nothing I do makes a difference.
But it does to many. "You rock" and "thank you" and "I appreciate it" and "wow! that's great!" are heard more often than the other and that makes me keeping coming back for more. I have made great friends and have so much respect for many in this industry that I shouldn't let the dim bulbs and poor business people get me down.
What I really meant was "Thanks for your support of United."
Friday, February 26, 2010
Sunday, January 31, 2010
50 and fabulous
A dear friend of mine turned 50 on Friday and I was trying to tell her how great it is to be in your 50's. Now, for those youngsters out there still in their 40's, it's not that I don't wish I were younger (thinner, richer, healthier, prettier, funnier), but there is something so freeing about hitting the big 5-0.
Like, you no longer have to wonder if that cute young guy is looking at you. He isn't. Unless you remind him of his mom.
You know you're not ever going to the Olympics as anything other than a spectator, so you can stop worrying about when to start training.
What you're going to be when you grow up has already been decided.
You know what you like, you often know what you want and sometimes you remember both of those.
Sometimes you get the seat because you're the oldest one around.
You don't really care what others think any more because you have confidence and experience. You know who you are and if others don't like it, well... You still might want to change out of the slippers when you leave the house. Or not.
The President of the United States is younger than you are. I don't know that that is a good thing about being in your 50's, but it's a fact. Like when you realized that Miss America was younger than you...that the NFL football players were all younger than you...then you realized that you could be the mother of Miss America or an NFL football player. But not the POTUS.
Not yet, anyway.
Like, you no longer have to wonder if that cute young guy is looking at you. He isn't. Unless you remind him of his mom.
You know you're not ever going to the Olympics as anything other than a spectator, so you can stop worrying about when to start training.
What you're going to be when you grow up has already been decided.
You know what you like, you often know what you want and sometimes you remember both of those.
Sometimes you get the seat because you're the oldest one around.
You don't really care what others think any more because you have confidence and experience. You know who you are and if others don't like it, well... You still might want to change out of the slippers when you leave the house. Or not.
The President of the United States is younger than you are. I don't know that that is a good thing about being in your 50's, but it's a fact. Like when you realized that Miss America was younger than you...that the NFL football players were all younger than you...then you realized that you could be the mother of Miss America or an NFL football player. But not the POTUS.
Not yet, anyway.
Sunday, January 10, 2010
Queen Anne vs Craftsman
At two of the charity events I attended last year, I was the highest bidder for interior design consultations. One was for an initial consultation and one for three hours. We all think we have good taste, but I'm woman enough to admit I need help and to know my stuff doesn't really go together. I'm also frugal enough to try and get advice for cheap.
I had the "initial" consultation on Friday. It was enlightening, as I've never dabbled in professional decorating advice before. (You might note that it's obvious...) The designer, Mickey, wisely did not come in and tell me that my mish-mosh (it's "our" mish-mosh, but stay with me) of stuff sucked and had to go. Her approach isn't to clean out a room and have you start from scratch (unless you have a gazillion $$), but to work with what you have and advise on spacial planning and accessories. Cool, I can work with that, my ego still intact.
She didn't even speak unkindly about the Craftsman style rocker with the tropical print next to the Queen Anne style cherry wood coffee table and the rustic cedar chest. I like Mickey.
I love our media room and it is mostly my creation, done while Cameron was away on a business trip a couple years ago. Mickey gently told me that the shiny pillows really didn't go with the texture of the couch and that brocade drapes don't work with tropical print pillows and that blue in the UA print on the wall (which I love) only matched my heating pad and dust rag that were out.
Yikes. But she did it nicely. I still like Mickey. We turned the coffee table, took down the drapes and removed the shiny pillows. Not bad. I'm seeing some improvement. Oh, and removed the UA print. Not happy about that, but I'll figure that out. I get the point.
Before she ended the iniital consultation, the cherry wood coffee table and end tables were out, the living room rearranged and the cedar chest became the coffee table. I can already see the benefit of my "free" advice. I'm thinking about hiring Mickey for a few more hours of advice.
But, first I need to use the other three hours from another designer. Oh, no, what if she tells me I need broacade drapes and shiny pillows?
Stay tuned.
I had the "initial" consultation on Friday. It was enlightening, as I've never dabbled in professional decorating advice before. (You might note that it's obvious...) The designer, Mickey, wisely did not come in and tell me that my mish-mosh (it's "our" mish-mosh, but stay with me) of stuff sucked and had to go. Her approach isn't to clean out a room and have you start from scratch (unless you have a gazillion $$), but to work with what you have and advise on spacial planning and accessories. Cool, I can work with that, my ego still intact.
She didn't even speak unkindly about the Craftsman style rocker with the tropical print next to the Queen Anne style cherry wood coffee table and the rustic cedar chest. I like Mickey.
I love our media room and it is mostly my creation, done while Cameron was away on a business trip a couple years ago. Mickey gently told me that the shiny pillows really didn't go with the texture of the couch and that brocade drapes don't work with tropical print pillows and that blue in the UA print on the wall (which I love) only matched my heating pad and dust rag that were out.
Yikes. But she did it nicely. I still like Mickey. We turned the coffee table, took down the drapes and removed the shiny pillows. Not bad. I'm seeing some improvement. Oh, and removed the UA print. Not happy about that, but I'll figure that out. I get the point.
Before she ended the iniital consultation, the cherry wood coffee table and end tables were out, the living room rearranged and the cedar chest became the coffee table. I can already see the benefit of my "free" advice. I'm thinking about hiring Mickey for a few more hours of advice.
But, first I need to use the other three hours from another designer. Oh, no, what if she tells me I need broacade drapes and shiny pillows?
Stay tuned.
Ahhhh Kahhhh
She said my name!! She did! She did!
I don't care what the rest of you think.
When my 17 month old niece, McKenna, comes running down the hallway, saying "Ahh Kahh! Ahh Kahh! Ahhh Kahhhh!" then stops when she sees me, lights up a big old grin and puts her arms up, SHE SAID MY NAME!!!!!!!!!
Ah, love. Ain't it grand?
I don't care what the rest of you think.
When my 17 month old niece, McKenna, comes running down the hallway, saying "Ahh Kahh! Ahh Kahh! Ahhh Kahhhh!" then stops when she sees me, lights up a big old grin and puts her arms up, SHE SAID MY NAME!!!!!!!!!
Ah, love. Ain't it grand?
Monday, January 4, 2010
What I learned in 2009
If you read my Facebook note today, then you've read my blog. Mostly. A couple of my friends on Facebook, Trish and Gloria, posted what they learned in 2009 and it inspired me to do the same. Some of theirs are much funnier ("It's okay to laugh at your mistakes, but not while drinking milk" is a favorite), but we didn't all learn the same things, so here you go:
- It really is easy to get to Australia. Get on a plane in LAX and get off in Sydney.
- My husband can still delight and surprise me, even after 19 years together.
- If I am honest with myself and know that I have absolute best intent in what I do, then it doesn't matter what someone else's perception is of it.
- I can follow a plan. I can also stray off of it, but I know what it takes to get back on track.
- I can eat a lot.
- Getting laid off can be a good thing, as long as another-and better- job comes along.
- Friends can get very sick and they can die.
- Telling people you love that you love them is easy when you keep practicing it.
- Make sure you're ready to turn the camera on when making a video call on Skype.
- I don't have to eat it all. I can leave something on the plate.
- Driving a nice car is a nice thing.
- Texting while driving really isn't a good idea, no matter how good I think I am at it.
- Forgiveness is possible, forgetting is much harder.
- I can't do it all.
- I am blessed with friends who love me despite my shortcomings and faults.
- Giving back feels really, really good.
- I am in love with my niece.
- Work isn't the end all, but it makes many things possible.
- Time for myself and slowing it down is incredibly important to my mental and physical health.
- I love keeping in touch with Facebook.
- I don't have to name my Higher Power, just believe.
I'm sure I have learned many more things and when I think of them, I'll let you know. For now? This is it. The first post of 2010. I have one to add already:
- I like to blog.
- It really is easy to get to Australia. Get on a plane in LAX and get off in Sydney.
- My husband can still delight and surprise me, even after 19 years together.
- If I am honest with myself and know that I have absolute best intent in what I do, then it doesn't matter what someone else's perception is of it.
- I can follow a plan. I can also stray off of it, but I know what it takes to get back on track.
- I can eat a lot.
- Getting laid off can be a good thing, as long as another-and better- job comes along.
- Friends can get very sick and they can die.
- Telling people you love that you love them is easy when you keep practicing it.
- Make sure you're ready to turn the camera on when making a video call on Skype.
- I don't have to eat it all. I can leave something on the plate.
- Driving a nice car is a nice thing.
- Texting while driving really isn't a good idea, no matter how good I think I am at it.
- Forgiveness is possible, forgetting is much harder.
- I can't do it all.
- I am blessed with friends who love me despite my shortcomings and faults.
- Giving back feels really, really good.
- I am in love with my niece.
- Work isn't the end all, but it makes many things possible.
- Time for myself and slowing it down is incredibly important to my mental and physical health.
- I love keeping in touch with Facebook.
- I don't have to name my Higher Power, just believe.
I'm sure I have learned many more things and when I think of them, I'll let you know. For now? This is it. The first post of 2010. I have one to add already:
- I like to blog.
Thursday, December 31, 2009
Immanaunt
As you all know, I'm NOTAMOM (see early posts here in the Hygge Hut), but I am most proud that IMMANAUNT!
I am the very delighted aunt of Megan and Allison, aged 19, twin daughters of my step-brother, Scott. I am the aunt, by marriage, to Christine, age 28, and Michael, age 25. I am the excited, fortunate and involved aunt to my 15 year old nephew Jackson and my 17 month old niece McKenna, children of my brother Doug. They live in Long Beach, just two miles away.
This aunt thing is working out pretty great. I get my nephew once a month for a dinner, when he's not playing water polo, and I go to the water polo games to cheer him on when he is. I get all the good stuff and none of the teenage boy stuff. Jackson is a really good kid, with straight A's and a talent in the pool. He's also a 15 year old boy.
I've been trying to get my niece McKenna once a week or so to play the auntie. We're working on dancing with Beyonce's "Single Ladies" video and any "So You Think You Can Dance" stuff on the DVR, as well as watching part of "Finding Nemo" everytime she's over. She loves the jumping Pixar light that comes on screen before the movie starts. You know the one. Boing! Boing! Boing! She's also quite good at wrapping my heart around her finger.
Jackson will know and remember me, but I worry about McKenna. I'll be 53 soon and she'll be 18 months when I hit that age. I need to keep working on creating memories for her so they will stick and so she will always think of her Aunt Katie with happy thoughts, long after I'm gone. Not to be morbid, but I'll be pretty old when she graduates from college - and I plan to be there, by the way.
I want her to think of me when Jackson has kids, even with kids of her own, and she gets to say "IMMANAUNT, just like Aunt Katie, and aren't I lucky"?
I am the very delighted aunt of Megan and Allison, aged 19, twin daughters of my step-brother, Scott. I am the aunt, by marriage, to Christine, age 28, and Michael, age 25. I am the excited, fortunate and involved aunt to my 15 year old nephew Jackson and my 17 month old niece McKenna, children of my brother Doug. They live in Long Beach, just two miles away.
This aunt thing is working out pretty great. I get my nephew once a month for a dinner, when he's not playing water polo, and I go to the water polo games to cheer him on when he is. I get all the good stuff and none of the teenage boy stuff. Jackson is a really good kid, with straight A's and a talent in the pool. He's also a 15 year old boy.
I've been trying to get my niece McKenna once a week or so to play the auntie. We're working on dancing with Beyonce's "Single Ladies" video and any "So You Think You Can Dance" stuff on the DVR, as well as watching part of "Finding Nemo" everytime she's over. She loves the jumping Pixar light that comes on screen before the movie starts. You know the one. Boing! Boing! Boing! She's also quite good at wrapping my heart around her finger.
Jackson will know and remember me, but I worry about McKenna. I'll be 53 soon and she'll be 18 months when I hit that age. I need to keep working on creating memories for her so they will stick and so she will always think of her Aunt Katie with happy thoughts, long after I'm gone. Not to be morbid, but I'll be pretty old when she graduates from college - and I plan to be there, by the way.
I want her to think of me when Jackson has kids, even with kids of her own, and she gets to say "IMMANAUNT, just like Aunt Katie, and aren't I lucky"?
Wednesday, December 30, 2009
Top Ten
We have been asked to provide a Top Ten List for a New Year's Eve gathering. No subject matter, just come up with a Top Ten List for 2009. I thought I'd share a couple with you, while deciding what to share.
Top Ten Items to Pack in Your Suitcase:
1. enough underwear
2. deodorant
3. a pair of sandals
4. camera battery charger
5. charger for any electronic gadget you're dragging along
6. bathing suit, because you never know when you'll need it
7. blank thank you card to write out while you're visiting friends to leave on the pillow
8. hostess gift
9. an extra pair of underwear
10. camera, with a charged battery
Top Ten Things I did in 2009 and Hope I Won't Do Again:
1. not take enough underwear on a trip
2. forget the camera charger
3. not believe my husband when he says he's worried about losing his job
4. hold my poor old cat in a towel instead of her carrier when going to put her to sleep
5. spend 7 hours in Denver trying to get to Atlanta instead of buying a ticket
6. try to reason with an unreasonable client
7. spend over $70 per person for tea
8. fall behind in my SalesPro updates
9. forget to floss
10. stop counting/tracking points
Top Ten Things I did in 2009 and Hope I Will Do Again:
1. start the New Year on a boat in Sydney Harbour
2. go to Australia three times in one year
3. go flying in a private plane
4. have a nice visit with Anna
5. spend time with friends around the country and around the world
6. spend time alone with Jackson and with McKenna
7. make something good out of tragedy, like a new friend
8. lose 24+ pounds
9. tell and show my husband I love him frequently and with gusto
10. make a difference with Pathways to Independence and Long Beach Basket Brigade
Still a work in progress. Happy New Year to all!
Top Ten Items to Pack in Your Suitcase:
1. enough underwear
2. deodorant
3. a pair of sandals
4. camera battery charger
5. charger for any electronic gadget you're dragging along
6. bathing suit, because you never know when you'll need it
7. blank thank you card to write out while you're visiting friends to leave on the pillow
8. hostess gift
9. an extra pair of underwear
10. camera, with a charged battery
Top Ten Things I did in 2009 and Hope I Won't Do Again:
1. not take enough underwear on a trip
2. forget the camera charger
3. not believe my husband when he says he's worried about losing his job
4. hold my poor old cat in a towel instead of her carrier when going to put her to sleep
5. spend 7 hours in Denver trying to get to Atlanta instead of buying a ticket
6. try to reason with an unreasonable client
7. spend over $70 per person for tea
8. fall behind in my SalesPro updates
9. forget to floss
10. stop counting/tracking points
Top Ten Things I did in 2009 and Hope I Will Do Again:
1. start the New Year on a boat in Sydney Harbour
2. go to Australia three times in one year
3. go flying in a private plane
4. have a nice visit with Anna
5. spend time with friends around the country and around the world
6. spend time alone with Jackson and with McKenna
7. make something good out of tragedy, like a new friend
8. lose 24+ pounds
9. tell and show my husband I love him frequently and with gusto
10. make a difference with Pathways to Independence and Long Beach Basket Brigade
Still a work in progress. Happy New Year to all!
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