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FBO Customer Service: Set the Table with a Three-Course Meal

Note: Bloggers John Enticknap and Ron Jackson will be facilitating the next NATA Certified CSR Workshop, April 24-25, Fort Worth, Texas.

Imagine your FBO as the host of a dinner party. Not only are your best customers invited, but your city’s mayor also will be your guest. How do you make sure your party is a success?

FBO managers can set the table for a great customer service experience by maintaining a spirit of service and bringing your “A” game: Attitude, anticipation and action are the three-course meal that will have your customers coming back for seconds and thirds.

Course No. 1: Attitude

As we teach in our NATA Certified CSR Workshop seminars, attitude is one of the most important elements to delight the customer. The good news is that most everyone can choose their attitude, even if they are having an off day.

The first things to do are to bring a spirit of serving mentality and to do an attitude check of yourself and your team. Check the attitudes of everyone in the FBO who will touch the customer in some way during the service. Is everyone eager to make a good impression and in good humor?

Course No. 2: Anticipation

Always anticipate your customers’ needs, wants and desires. Involve your team. Get their input. Put together a checklist of your customers’ preferences gathered over time from previous visits to your FBO. What do they like to read? What kind of food and beverage do they like? What are some of their hobbies and pastimes?

And above all, remember to call the customers by their names. Customers like it when you remember their name. Your customers frequent their favorite restaurants and other service businesses, not only for their quality, but also because they are familiar and know their preferences. And that’s why they recommend these businesses and services to their peers.

Course No. 3: Action

Now that you and your team have pulled everything together and thought of every detail, it is time to spring into action. As guests arrive, your team does their best meet-and-greet, calling customers by name and inviting them to the table.

The service is well coordinated, and customers are put at ease knowing their greatest company asset, their business jet, is being cared for meticulously.

Remember, customers are constantly taking mental pictures of you and your service. Actions speak louder than words. Let your actions speak volumes.

Please leave a comment on this subject below. If you have any questions, please give us a call or send us an email:, 404-867-5518;, 972-979-6566.


John Enticknap has more than 35 years of aviation fueling and FBO services industry experience and is an IS-BAH Accredited auditor. 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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