FBO Customer Expectations: How High Should You Set the Bar?

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Is the level of customer service expectation set high enough at your FBO? Does it meet or exceed the standards of the industry, or are you doing just enough to get by?

Recently, I was reading a customer service-related blog titled: “Did You Know You’re Competing with Apple?” The premise piqued my interest. Could it be possible the level of service a customer expects to receive at an FBO can be properly compared with the expectation of service offered by the top brands in their respective industries — companies like Apple, Virgin America and Amazon?

I was hooked on the notion. So I read on, and the more I thought about it, the more it made sense. Customers who walk into any FBO have already been exposed to the highest level of customer service possible because they are all consumers.

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NBAA Announces 34 Maintenance TRACS Winners

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NBAA and its Maintenance Committee congratulated 34 recipients of the 2011 Maintenance Technical Reward and Career Scholarship (TRACS) at NBAA’s 26th Annual Maintenance Management Conference on April 5 in San Diego.
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The Cost of Aviation Fuel

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We think it’s fair to say we are all feeling the impact on fuel price increases over the last six months or so. As a pilot, I’m seeking the best fuel price and am modifying my flying patterns to get the best deal.

Historically, after an initial spike in oil prices, the market tends to settle down. So why haven’t we seen a stabilization in Jet A fuel prices? What’s causing the volatility in the open and spot fuel markets?

Besides the obvious affects of world events, including the disaster in Japan and political upheaval in the Middle East oil-producing regions, there are other underlying dynamics that contribute to rising aviation fuel prices.

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Measuring Your FBO Customer Service Experience

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Now it’s time to measure the effectiveness of all your good work to improve the Customer Service Experience!

Just as a good measure of one’s intellect is the Intelligence Quotient or IQ test, at Aviation Business Strategies Group (ABSG), we have developed the means to test your FBO’s Customer Quotient or CQ™. The results of determining your CQ™ is a good measure on the overall effectiveness of your FBO customer service initiatives.

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Flight Schools: Time to Think Outside the Box

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It wasn’t that many years ago that the majority of FBOs were defined as “full-service companies” offering flight school training, new and used aircraft sales, charter, maintenance, hangars, and terminal facilities.

The business model was to market to potential pilots, both professional and recreational, train them, sell them an airplane, hope they would trade up, maintain the airplane, hangar it and, of course, sell them fuel and various services. As the pilot grew in experience and need, the FBO could make a good living by selling the next biggest aircraft.

It was a cradle-to-the-grave concept, and it seemed to work just fine.

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Air Charter Safety Symposium Draws Record Attendance

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Last week, the Air Charter Safety Foundation hosted its 2011 Air Charter Safety Symposium at the NTSB Training Center in Ashburn, Va. The symposium provided two days of learning and discussion on topics such as developing a positive safety culture and an emergency response plan.
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New Hampshire Recognizes March as General Aviation Month

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On March 16, the National Air Transportation Association (NATA) joined the Alliance for Aviation Across America in Concord, N.H., where Gov. John Lynch announced a statewide proclamation recognizing March as General Aviation Month. 
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NATA and McFarren Aviation Consulting Team to Raise Money for Veterans Airlift Command

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The National Air Transportation Association (NATA) has partnered with McFarren Aviation Consulting to raise funds for the Veterans Airlift Command (VAC) at the upcoming NATA Air Charter Summit on June 6-8 at the Westfields Marriott in Virginia.
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Jet Source Promotes Brentzel to President

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Jay Brentzel, president and director of operations at Jet Source (KCRQ).Jet Source (KCRQ) has promoted Jay Brentzel to the office of president.

Brentzel will also continue as director of operations for the company.

As president, Brentzel is responsible for the overall strategic planning, fiscal management, business development and day-to-day activities at Jet Source. As director of operations, Brentzel is responsible for performance and safe operations of all Jet Source managed aircraft, including oversight of the flight operations, flight standards and maintenance departments.

Brentzel holds a bachelor of science degree in aviation from Utah Valley State College and has accumulated more than 6000 hours of flight time as a professional pilot. Brentzel is rated in a number of different corporate jet aircraft including the super-midsize Falcon 50 and the long-range Gulfstream 400.

"Jet Source is a great company, and I am excited to assume this leadership position," Brentzel said. "I am looking forward to working with a dynamic team of proven aviation professionals and growing the business to new heights. The future is bright for Jet Source and our opportunities are unlimited," Brentzel said.

Building Long-Term Profitable Customer Relationships, Part 3: Don't Forget the Cheese!

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“Here is a simple but powerful rule, always give people more than what they expect to get.” – Nelson Boswell

In the quest to build long-term profitable customer relationships, we can’t overlook the basic foundation of delivering exceptional customer service. At the end of the day, if you can’t walk up to a customer preparing to depart your FBO with confidence and ask the question, “Would you recommend us?” then please read on.

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