A Customer-Centric Approach to FBO Success

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A Customer-Centric Approach to FBO Success

FBOs that shape their internal employee culture based on a customer-centric approach often outperform their competitors in both retention and revenue.

Customer-centricity is both a savvy business strategy and a shift in cultural mindset which puts the customer at the center of operations and service development.

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Managing Three Key FBO Touch Points of Customer Engagement

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Managing Three Key FBO Touch Points of Customer Engagement

In the FBO environment, there are three key touch points that offer customers the ability to positively interact with your brand. Each of these interactions provides an opportunity for the FBO to meaningfully engage the customer in order to build trust and shape a positive perception.

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Preparing for FBO Operations in A Post Iran Conflict Environment

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Preparing for FBO Operations in A Post Iran Conflict Environment

When geopolitical forces create change within the FBO working environment, there is little we can do to control the cause. What we are left with is managing the effect.  

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Ongoing DEF Fuel Contamination Problem Sparks Safety Alert from NTSB

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In response to several incidents within a 19-month period, last week the National Transportation Safety Board (NTSB) issued a Safety Alert warning providers of jet fuel to take measures to prevent diesel exhaust fluid (DEF) contamination.

In a related news release, the Safety Board says it wants fuel providers to keep all chemicals in labeled containers and to add a label to all DEF containers that reads, “NOT FOR AVIATION USE.”

We also recommend that FBOs use this NTSB poster in their operations. Post it in the line service area as well as where any chemical, fluid or lubricant is stored.

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Get Ready to Post Fuel Prices and Other Fees

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Six aviation associations are encouraging FBOs and aviation service organizations to be more open and transparent about fuel prices, fees and charges. Visibility and openness in the FBO business are industry best practices. These qualities come with the realization that FBOs and aircraft owners and operators need each other in the best possible way. It is very much a symbiotic relationship.
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Replace Wooden Chocks with Rubber Chocks

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Invest in rubber chocks. Yes, they cost more, but with so many aircraft movements involving expensive aircraft, an investment in rubber chocks can help you diminish risk, lower your exposure to accidents and possibly reduce insurance premiums.
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Best FBO Industry Practices: Don’t Give It Away!

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Beginning with this blog post, we are embarking on a new series that will highlight the best practices we have encountered over the past two decades in working with numerous FBO enterprises.

Included in the mix will be our personal file of best practices garnered from operating and managing a 21-base FBO chain, Mercury Air Centers, along with 11 insightful years of conducting the popular NATA FBO Success Seminars and, recently, the NATA Certified Customer Service Representative (CCSR) program.

We will cover almost every area of an FBO operation. We’ll discuss best FBO industry practices for two dozen topics. Read the full list.

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