On-Site

On-Site Experience

“There are no traffic jams along the extra mile”

— Roger Staubach, former professional football quarterback

Seamless, Authentic & Memorable

The on-site experience touchpoint is a crucial interaction that needs to be carried out in the best possible way to ensure the Seamless, Authentic and Memorable customer experience. Our team is the single most important part of offering the best customer experience when the customer enters and exits our facility. At this point, our team will meet, greet and assist all passengers and crews. All communication with customers is projected using a clear, positive tone.

“FBOs provide not just a great experience for the passenger, but also for the crew. Meeting each group of people’s specific requirements is key to a successful FBO.”

— Dave Paddock, President of Jet Aviation

Personalized

— Utilize the existing customer database to know the customer that is in our facility to make the FBO feel like their home away from home — Personalize the interaction by using useful information including tail number, name, company, preferences — Make it our mission to address the customer by name as much as possible — Newly learned preferences are shared with the team during this visit and are updated in our existing database for future visits

“SAMoment”

Studies show that the best way to create personalized relationships with customers is to bring of topics including children, pets and hobbies. Try it!

Recommended

— Our team are experts at everything we have to offer at our FBO but also the surrounding area — Offering prearranged or on the on-the-spot services like lunch recommendations, transportation, things to do in the area are part of our proactive approach to a SAM customer experience — Prepared packages are provided with maps, local area guides, events happening in the local area for the passenger/crew during their stay — Be the customer’s concierge with “JETitude” to make sure we are creating a memorable experience for the customer

“SAMoment”

Our team in Basel provide swimming bags for customers to float down the Rhine River in the summer. This is always highly appreciated and extremely memorable. Think about what you can offer customers at your location.

Recognized

— Whenever a customer is in-house, we strive to recognize them by name and engage in building the relationship they deserve. This includes the customer status (tenant, based, managed, JetPack, etc..) — While the customer is in-house, we strive to recognize their loyalty by knowing their status — We strive to recognize them personally by acknowledging birthdays, number of visits, wedding anniversaries, promotions, and any other special and unique events

“SAMoment”

Here are some ways to find out a customer’s name: Database (FBO1) / Company badges / Luggage tags / Introducing yourself / Reservations (hotel, rental car) / Credit cards / Business cards

Customer Experience

Comfortable

— Making sure that the on-site customer has everything they need by engaging with the customer and offering services and amenities before they have to ask — By remembering their favorite amenities (coffee, cookies, etc…) we can make them feel special and comfortable while they are away from home

Connected

— Be approachable and available by making eye contact and being aware of your surroundings and the people that are coming and going — Provide communication on the status of services requested such as catering and fueling throughout their service experience — Work together with 3rd party partners to ensure timelines for service are being met for the customer (ex: catering company to deliver a last-minute lunch faster than normal, transportation company staging)

Best practices for the on-site experience

Managing multiple customers

During high volume periods, when one customer contacts you on the radio, another calls on the phone, and a third is standing in front of you: use your customer service multi-tasking skill set to make every customer feel acknowledged and important.

— Acknowledge waiting customers with non-verbal communication, such as a nod, a wave, or a smile — If the phone is ringing whilst serving a customer in front of you, politely excuse yourself to the customer in front of you so you can answer the phone within 3 rings and put the caller on hold — Utilize the “JETitude” mindset to keep calm and ensure that no customer is made to feel like an interruption

“SAMoment”

Rather than simply gesturing or pointing, accompany passengers and crew to lounges, snooze rooms and comfort stations.

Partners

We need to work professionally and collaboratively with our partners (transportation, catering, fuel, etc…). These strong partnerships create more trust, and ultimately allow us to provide a better service experience. Our partner relationship directly impacts the customer experience we are looking to elevate because a satisfied partner will be more willing to fulfill our requirements in terms of quality and especially for last minute demands.

Our partners are an extension of our team, our success is dependent on their success and vice versa.

Customer Engagement

The on-site experience made our customers feel recognized as part of the Jet Aviation family in their home away from home. This continues to strengthen the customer relationship by demonstrating that we can meet and exceed all of their needs.