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Entries in customer service (43)


Creating a Strong Customer-Centric FBO Culture Begs the Question: What Do Customers Really Want? 

Creating a strong customer-centric internal culture at your FBO has many benefits, chief among them being the ability to build long-term profitable customer relationships. The starting point for creating this customer-friendly environment is to listen to your customer by putting yourself in their shoes.

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What Your FBO Can Learn from the United Flight 3411 Video

With the violent video etched into our minds of the United Airlines customer being forcefully ejected from his seat and dragged from the aircraft, it gives us pause to reflect on the impact that social media reporting has on our lives and the aviation services business.

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FBO Operations Tip: Want a Stronger Bottom Line? Mind Your Fuel Margin

Consulting with various FBOs over the years, we have discussed a strategy for improving bottom line performance that several FBOs have utilized with positive results. In a nutshell: Mind your fuel margin, and don’t be afraid to raise your fuel price.

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FBO Connection at 2016 NATA Aviation Business Conference

FBO Connection blogger and Aviation Business Strategies Group principal John Enticknap presented at the NATA Aviation Business Conference held in Washington, D.C., in early June.

He contributed to the "Industry Consolidation: What's Next?" panel (shown above; John is on the far right). The next day, he led a session called "Separating Your FBO from the Crowd: Maximizing Customer Service." Read more about customer service and FBO industry consolidation.


Pazos FBO Services: Putting the Customer First in San Juan, Puerto Rico

Part Two: Customer Service, the Universal Language Spoken Everywhere

By John L. Enticknap and Ron R. Jackson, Principals, Aviation Business Strategies Group

Employees of Pazos FBO Services refuel an aircraft on their ramp at Luis Munoz Marin International Airport, San Juan, Puerto Rico.In a previous blog post, we talked about delivering our customer service training program to the good folks at Euro Jet in Prague and how great customer service in the FBO business is truly a universal language spoken everywhere.

Last week we had the privilege of conducting another international training seminar of our Don't Forget the Cheese!™ customer service training program for Pazos FBO Services located at the Luis Munoz Marin International Airport, San Juan, Puerto Rico. And once again we were blown away by the friendly reception we received and the way this FBO goes about its business of delivering a great customer service experience.

Although Pazos is currently operating out of a very limited space, this does not stop the hardworking and dedicated employees from greeting every aircraft and its passengers and crew with the same zeal and enthusiasm that is embodied in their call-to-action statement: Powered by a Passion for Excellence!

Without exception, they were already practicing one of the basic customer service tenets of putting the customer first.

Under the leadership of FBO president José Maldonado and manager Zuleika Caballero, Pazos is making great strides to go to the next level. As a World Fuel Air Elite fuel provider, the FBO has a new expansive fuel farm in place and a fleet of refuelers including two 10,000 gallon trucks.

At the heart of the expansion program is a new 12,000 sq. ft. FBO terminal facility, which is currently under construction and scheduled to open in August. A strategic and integral part of the new terminal will be a ramp side U.S. Customs and Border Protection services facility. This feature will help make Pazos an important turnkey port-of-entry facility for international flights with a U.S. destination.

Customer Service Tip

As part of our customer service training, we introduced Pazos to the art of turning a disgruntled transaction into a tranquil transformation. It all starts by being tactful and choosing your response carefully.

Adding some cheese to the equation means you think tactfully about your response and look and act in a responsible way. In a sense, you become re-sponse-able. That is, your facial expressions display openness and show you are ready to listen.

If you are being confronted by a customer who is disgruntled, show your concern by listening with empathy. Nod your head up and down to show you understand the complaint or the grievance or the criticism. By doing so, you are not showing you agree with the complaint but rather that you are genuinely concerned.

By listening, apologizing, problem solving and acting quickly on a solution, you can transform a dissatisfied customer transaction into a profitable long-term client relationship.

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 for more background.


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