A loyal, happy customer remains a customer for a greater length of time. So you should be tracking your customers to make sure they are coming back to your facility every time they travel to your destination. You can use a flight tracking service to monitor incoming flights.
Your line service personnel should become familiar with regular customers’ aircraft registration numbers and be alert when tracking inbound flights to your airport and surrounding airports.
If you haven’t seen a regular customer in a while, pick up the phone and call to learn why. If your line service personnel notices a regular customer going to a competitor, again, pick up the phone and find out what you might have done wrong.
Source: Strativity Group, in partnership with Customer Service Experts.Research shows that most unsatisfied customers won’t tell you there is a problem before they jump ship. They simply change their buying habits. So you need to know why they made a change and why they became unhappy with your service.
As the chart indicates, a happy customer is a loyal customer and stays with you for a longer period of time. A satisfied customer also tends to spend more and, thus, take on more fuel at your facility.
And oddly enough, a satisfied customer does not need incentives or discounts to continue being loyal. In fact, they do not mind paying a small premium to be treated well.
In the end, the payoff for delivering a truly memorable customer service experience is a contingent of loyal, highly engaged advocates who will recommend you at the drop of a hat.
Click the map to find low fuel prices at FBOs in your region.
FBOs, submit your fuel prices in one place, and broadcast them to dozens of fuel programs and websites with acufuel.com.
Hill Aircraft at KFTY in Atlanta has received the top rating among Georgia FBOs for four of the past six years.
Truly a full-service FBO, Hill Aircraft at KFTY in Atlanta has been named the No. 1 FBO in Georgia for four of the past six years.
Founded as an aircraft sales and maintenance facility in 1955 by Navy aviator Guy Hill Sr., Hill Aircraft has grown to provide FBO and fuel services and aircraft parts.
Click the map to find low fuel prices at FBOs in your region.
FBOs, submit your fuel prices in one place, and broadcast them to dozens of fuel programs and websites with acufuel.com.
With a background in the creative arts, project management and entrepreneurship, Eric Wing has stepped into the marketing manager role for the Penton Media business aviation group, which includes AC-U-KWIK, Air Charter Guide and Aircraft Bluebook–Price Digest.
Wing is active in the American Marketing Association. He grew up in Southern Maine and has lived in Massachusetts for the past 10 years. Wing has two children, ages 10 and 6. He loves to mountain hike, run and travel. Wing considers himself to be a lifelong learner. He will obtain a master's degree in art administration from Drexel University in 2012.
Your fuel supply agreement is one of the most important contracts in operating a successful FBO. Your lease with the airport authority is what puts you in business, but your fuel supply agreement is what keeps you in business.COPYRIGHT © 2025. ALL RIGHTS RESERVED. INFORMA MARKETS, A TRADING DIVISION OF INFORMA PLC.
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