Tip of the Week: Give Customers Your Best Cheese!
/By John L. Enticknap and Ron R. Jackson
Aviation Business Strategies Group
At the recent NATA FBO Success Seminar, we had a roundtable discussion where attendees shared their best practices in delivering a good customer service experience.
We called the session “What’s Your Cheese?”
If you are a regular reader of our AC-U-KWIK FBO Connection blog, you know we’ve developed a customer service training program called Don’t Forget the Cheese!©. It’s a fun, memorable program developed specifically for aviation service companies who want to improve their service experience. (Click here for the link to a past blog which explains the origins of the program and provides further background.)
As part of the training, we challenge FBOs to compete on customer service, not on price. One of the best ways to compete on customer service is to make your customer service experience uniquely unique. In other words, no one else can duplicate exactly what you do in the way that you do it. It’s unique to your style, your very own way in which your FBO delivers your customer service experience.
In a way, it’s your exclamation point! And it’s the answer to the question, “What’s Your Cheese?”
Threaded below is a sampling of what the NATA FBO Success Seminar attendees shared when asked, “What’s Your Cheese?” Here’s what they said:
- Our crew cars are unique. We even have an old police cruiser that’s very popular. A lot of get up and go!
- Our cheese is developing a home atmosphere, relaxed and comfortable.
- We send hand-written thank you notes and remember our customer’s birthdays.
- Customers, as well as employees, look forward to our quarterly barbecues.
- Our flying Santa is our cheese. It’s unique to us. Each Christmas we tow it around.
- We have a GPS in every crew car, preloaded with eating and entertainment destinations.
- The piano in our lobby is a good example of our cheese and providing something extra. We invite musicians to play for the entertainment of our customers during a busy ski season.
- Repeat customers are greeted with a big hello and we make it a practice to remember their names. That’s adding some good cheese.
To further this discussion, we’d like challenge you to share "what’s your cheese." Simply give us your best cheese at the end of this blog and check back often to see what others have written.
About the bloggers:
John Enticknap has more than 35 years of aviation fueling and FBO services industry experience. Ron Jackson is co-founder of Aviation Business Strategies Group and president of The Jackson Group, a PR agency specializing in FBO marketing and customer service training. Visit the biography page or absggroup.com for more background.