“Here is a simple but powerful rule, always give people more than what they expect to get.” --Nelson Boswell
In the Fixed Base Operation business, there is little that differentiates one FBO from another. The fuel is virtually the same and most offer pleasant and clean facilities.
So why do customers become loyal to any one particular FBO? Research indicates a loyal customer is one that has had a good customer service experience, time and time again.
At Aviation Business Strategies Group, we believe a successful FBO has a keen focus on delivering a superior customer service experience. Happy customers are satisfied customers and research indicates they:
That's why we developed an advanced method of teaching customer service with the goal in mind: To Deliver The Ultimate Customer Service Experience. The result is our acclaimed "Don't Forget the Cheese!" training program.
At the end of the day, FBOs should focus their customer service training on building long-term profitable customer relationships. Presently, there
the quest to build long-term profitable customer relationships, an FBO can’t
overlook the basic foundation of delivering exceptional customer service. At
the end of the day, you should be able to walk up to a customer preparing to depart your
FBO and ask this question with confidence: “Would you recommend our FBO to another customer?" If you fear what the answer might be, then we have the solution.
At Aviation Business Strategies Group (ABSG), we have analyzed various customer service training programs that help teach the basics. Many customer service new hires are not that familiar with general and business aviation and need a good understanding of the FBO business basics as well as the airport environment and flight operations. Mostly, these basic training videos and interactive teaching aids do a very good job of instruction on the ‘mechanics’ of the job.
However, if your goal is to provide The Ultimate Customer Service Experience, it's time to take your customer service training to a whole different level.