10 minute read
Arrival
Arrival experience
— Benjamin Franklin, American polymath
Seamless, Authentic & Memorable
The arrival experience touchpoint is a crucial interaction that we, as an FBO team, need to make sure is always carried out in the best possible way to ensure the Seamless, Authentic and Memorable customer experience. Body language plays an important role in building a relationship with the customer upon arrival. Often, we are not aware of how our body language influences the person we are interacting with. Maintaining eye contact, keeping an open body stance, and smiling are just some examples of how you can influence positively the interaction you are having.
Like our FBO facilities, our team makes a first impression on customers when they arrive.
Be mindful of how this influences the overall experience.
“SAMoment”
When interviewing crews, the most frequent complaint is that no one was on the ramp to greet the aircraft when they arrived. This also has an influence on making a first impression.
Customer Service
Efficiency
— Organizing and providing requested services is our top priority — While setting priorities on services, we anticipate needs and are always one step ahead — The briefing and pre-shift meeting about the set-up of a flight and the sharing of all information obtained will guarantee an efficient customer experience — Always look for absolute clarity on what our customers have requested if it is not clear — Summarize the requested services to make sure that we have fully understood what the customer is asking of us
Prepared
— Utilize all technology available to deliver a seamless handling experience (both internally and when dealing with customers) — Once assigned to an arrival, take ownership of it by having as much information on the planned arrival as possible. Information sources include, but are not limited to: FBO1, Airport Info
Systems, CRM, crew service sheet, etc
Single point of contact (poc)
— The team member assigned is the bridge between the crew and a flawless handling — Every aspect of the arrival experience is managed by us, and we are available at all times — We become a partner of the crew for the duration of the interaction and assume the role of the local expert
“SAMoment”
Crew want to be recognized and their service requests anticipated. This step is crucial to better knowing preferences, understanding needs, and setting priorities on service.
Customer Experience
Welcome and cared for
— Make a great first impression upon arrival — Be hospitable, engaging, and focused at all times — Always anticipate needs
Safe
— Securely guide our customers whilst at our premises and take responsibility for their well-being — Follow the relevant safety rules and regulations detailed in the operations manuals
Familiar
— Recognize the status of the customer to personalize the experience — Pride yourself on building relationships with our customers — Always pay attention to the details of the customer preferences
“SAMoment”
Radio communication: when inside, radio volume is to be turned down to a volume that can be heard only by you. Otherwise, customers can hear everything that is being said. There are times we need to repeat information for clarification purposes. If the customers overhear us giving the same instructions several times, they may doubt our ability to get the job done.
Preparing for aircraft arrival
— Own the arrival — 30-60 min prior to the arrival of an aircraft, ensure we are operationally prepared — Full focus is needed on Ground to Air Radio communication. Remain precise with minimal words, as other people may be monitoring the same frequency. Only use appropriate language, refrain from having personal conversations, using bad language, and telling jokes. Radios are for Jet
Aviation business only — Ensure services requested in advance are organized and ready such as: the fuel truck, luggage carts, and onward transportation for both Airside and Landside — A line service technician / ramp agent / FBO team member has been assigned to assist with the arrival and is fully aware of what is expected of them. All the relevant information to deliver a SAM arrival experience to our customers has been shared with them
“SAMoment”
“Rockstar parking” is currently being offered in our FBO in IAD. No, you don’t have to be a Rockstar to receive it, the team offers this to our new customers. The team at IAD parks the aircraft directly outside the door from the lobby to the ramp. A red carpet is rolled out for the additional SAM factor.
• Taking care of passengers
Passenger greeting etiquette
— Airside/on the ramp/apron: when meeting and greeting, always ensure that there is adequate staff present based on the flight in question — Always face the customer — As customers start to disembark, welcome them, and always smile — Our hands are kept outside our pockets at all times, no slouching or leaning — Always open the door for the passengers to their airside transportation
Baggage handling
— The luggage of our customers is always offloaded with our assistance — Always place bags on either hotel type trolleys, in vehicles or golf cart or alternative luggage transportation means — Do not set the luggage directly on the tarmac to avoid damaging it (with oil, fuel spill, debris, rain, etc…) — Make sure there are sufficient staff to offload luggage
Transportation
— Prior to customers getting on board, have the mode of transport prepared — Check the car by paying close attention to cleanliness, comfort, safety, and music — Make sure the car is clean, inside, and outside — The car has been cooled or heated prior to passengers getting in — We make sure that the car radio is off, unless requested by the customer — To avoid any damage to the luggage and ensure the safety of the passengers, store the luggage securely — When boarding customers, make sure to hold the car door open for them to sit in the back — Respond politely to queries, otherwise we do not engage in conversation, but always smile — Drive in compliance with local airport regulations at an appropriate speed — If escorting the passengers by foot back to the FBO supervise the passengers at all times and do not permit them to wander off — Ensure they keep to established paths / routes to the FBO — During inclement weather, passengers shall be offered to use an umbrella as we don’t want them getting wet
Crew communication
— Inform the crew of what you are doing and inform them when you will be back — You are the one point of contact – manage the crew’s expectations
Customs & Immigration / Security Clearance
— Create the right atmosphere and guide them through the process so they understand who they will be seeing, where and why to make the experience smoother — Knowing the local Customs and Immigration officers is of the utmost importance. Fostering the relationship with local authorities will enhance the customer arrival experience
• Taking care of crew
Crew greeting etiquette
— Crew will be the first person to disembark from the flight – normally it would be the
Lead Captain — Welcome them and introduce yourself to them as the single Point of Contact (POC) — Reconfirm the previously requested services and enquiry about any changes to their needs. We stay on top of the requested services and manage them to completion — Our role is to be an extension of the crew when it comes to take care of the passengers. Taking care of the passengers is taking care of the crew — Interpret crew body language whilst listening effectively to the crew’s requests and promptly take the necessary actions to assist them — Anticipate the needs of the crew by maintaining situational awareness — Keep the crew constantly informed of unexpected delays in services (fuel truck, transport, etc.) — Build a rapport with the crew through good communication
Baggage
— Refer to Baggage handling in Taking Care of Passengers section — Be mindful of distinguishing between the passenger luggage and crew luggage to ensure all luggage gets to the right place
Services
— Proactively manage expectations of the crew by always having a Plan B lined up if things don’t go according to plan — Indicate, to the best of your knowledge and experience, the time it takes to carry out requested services (e.g: what number in the fuel queue)
Crew transportation
— We use crews’ time wisely by confirming any transportation needs upon arrival (taxi, crew car, etc.) — When escorting the crew by foot, they must be supervised at all times and not permitted to wander if applicable to your location — During inclement weather, crew members shall be offered to use an umbrella — When transporting the crew by car, make sure heating or aircon is appropriately adjusted and that the car radio is turned off before crew enter the vehicle — Invite the crew to board the vehicle, open and close door (crew normally sit in the back). Drive at appropriate speed according to local airport regulations. Luggage must be stored and secured in such a way to avoid damages and injury to occupants
Customs & Immigration / Security Clearance
— Refer to Customs & Immigration / Security Clearance in Taking Care of Passengers section
Crew Departure
— As the assigned single Point of Contact, we ensure that we have fulfilled all requests (such as before departure) and we follow through until they have actually left our facility — Sharing all feedback with team members as appropriate is crucial — We record any service issues or preferences provided by the crew and communicate these within our team for future flights
Best practices for the arrival experience
Be a Jet Aviation Brand Ambassador
We promote all available services in our FBO for the customer’s convenience and to increase revenue.
We promote all lines of business of Jet Aviation to best meet the customer’s total aviation needs.
“SAMoment”
Remember what we said before about everything being everybody’s job? In fact, the FBO teams are the ones that can make instant revenue. Sales generate future revenues, but you, the FBO team, can secure revenue today.
There are at least four different occasions to up-sell:
— When the customer sends the handling request — Shortly before landing when the crew is calling on the radio — Upon arrival, when the FBO staff meets the customer at the aircraft — Upon arrival at the reception, before the customer departs
Up-selling scenario
When you receive a customer request and see that only handling has been requested, ask when sending the confirmation if the customer requires additional services such as accommodation if the aircraft is staying overnight. You can suggest that we have a selection of hotels with attractive Jet Aviation rates. If Ground Operations does not say yes to an additional service at the time of making the request, there is a good chance that the crew will say yes upon arrival. Another example includes pro-actively offering water- and toilet servicing if the aircraft comes from a long-haul flight or also presenting the catering menu and making recommendations instead of just listing the catering providers.
Making a sale is often as simple as asking the customer. By making this part of your regular dialogue, it will begin to come naturally and not sound forced in any way. Make sure you inform yourself about all the products and services Jet Aviation has to offer.
— Maintenance — Completions — Aircraft Management — Charter — FBO — Defence — Staffing — Aircraft Sales
Utilizing technology to our advantage
As a brand ambassador we are proficient in using the technology. Using iPads to manage aircraft and customer requests in real time has a significant impact on the customer experience by saving time.
Team member communication
Conducting a shift brief / handover for every shift is one of the most important activities an FBO team can do to ensure the customer experience is great. Talking about the set-up of an incoming aircraft, issues, sharing ideas and concerns, stating expectations, and giving the team an overall direction for the day is the single most effective way to significantly impact service delivery and team motivation for the better.
The following items are guidelines to direct the meeting in a positive, constructive way:
— Goal of the day, creating a “SAMoment” with a particular customer, talk about what today’s movements are, talk about yesterday’s movements (service issues, unhappy customer, service stars and best practices), celebrate employees and recognize their great work, explain about new products and services, procedures, or relevant airport information important for the day
Maintaining continuity between shifts is critical and a seamless handover is important. The handover should include all outstanding tasks and issues clearly listed and prioritized. This includes customers, partners, services, and team members.
“SAMoment”
Everyone needs to know everything about everything. The pre-shift meeting is our best ally to create a consistent product and service, build team-spirit and teamwork, encourage staff feedback and involvement, ensure proper appearance and readiness, motivate, and recognize.
