november-december 2021 - 48

P R OF E S S I ON A L I S M
The pandemic has brought many new
consumers to the business and general aviation
ecosystem. Long before vaccines became
available, opening the world back up, charter,
fractional, jet cards and aircraft sales showed
positive increases as people turned to the
safe, hygienic, less crowded alternative with
far fewer human contact points than airline
travel. Now we must not let the " skimpflation "
- skimping on customer service to
save money - that we see in so many other
industries cause us to lose customers, new or
otherwise. Today, the opportunity to improve
and enhance customer loyalty to our business
aviation customers is exponential because
service in general is awful.
Organizations in business and general
aviation have resiliently adapted and pivoted
as necessary to provide their services during
and post-pandemic. Customers, however
- especially ones who have not used our
services recently - are basing their needs
and expectations on their pre-pandemic
experiences. A significant element of service
excellence is managing your customers'
expectations. Are there services that you
must limit such as access inside your hangar/
shop due to new regulations or protocols?
Are some self-service measures, such as no
valet parking, for their own safety vs. your
understaffing? Let your customers know of
changes well in advance so you can manage
expectations and avoid false assumptions
and dissatisfaction.
Staff appropriately - even if it means
increasing recruiting efforts and salary.
There is a great demand for entry-level
candidates. Customer service and satisfaction
are plummeting in large part due to the
lack of personnel. Traditional, pre-pandemic
recruiting methods may not be sufficient to
acquire the human capital needed to be a
first-class customer service organization.
Consider recruiting in local colleges and
trade schools and offering paid internships.
Benchmark pay levels in your area and provide
quality of life benefits to balance pay
gaps.
Make time to train and develop your
team(s). More than ever before, the new generation
of employees is very much interested
in how companies, organizations and teams
treat them. The changes that necessarily took
place - downsizing, new or reduced hours,
new processes, etc. - require everyone to be
on the same page to avoid costly mistakes and
service issues. Now is the time for a defined
customer service/teamwork program to
refine, clarify and enhance your teams' focus
on customer service. Don't let finding time in
the schedule or money in the budget prevent
this key element. Don't let skimpflation make
you lose customers. Make customer service
your competitive edge by prioritizing and
developing your people. It provides you with
dual benefits. One is that one-pageness will
enhance your customer service. Two, as a secondary
benefit, your teams will appreciate
you investing in them.
Don't miss this incredible opportunity!
35% to 85%
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Preferred Airparts, LLC
Div. of JILCO Industries, Inc.
800-433-0814
Toll free, U.S. & Canada
Tel. 330-698-0280 - Fax. 330-698-3164
sales2@preferredairparts.com
We Buy Worldwide
Sales Hours: 8:15am to 5:30pm EST
AviationPros.com/company/10135963
AMT_Preferred Airparts.indd 1
48 NOVEMBER/DECEMBER 2021
10/25/21 1:05 PM
Call us anytime for technical support questions.
Ph 417.206.2327
24/7AOG
AviationPros.com/company/12435726
2112AMT_CD Aviation Services.indd 1
11/15/21 4:24 PM
AviationPros.com/company/10134949
2112AMT_Solvent Kleene.indd 1
AIRCRAFT MAINTENANCE TECHNOLOGY12/1/21 2:32
It's not just business it's personal.
CD Aviation Services focuses
on maintenance for the
Honeywell TPE331 engine.
Complete Overhaul
Hot Section Inspections
Gearbox Inspections
Complete Test Cell Service
24 Hour AOG Field Service-Including Engine
R&R (Engine Removal & Replacement)
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FOR MORE INFORMATION
AND FREE SAMPLE VISIT
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november-december 2021

Table of Contents for the Digital Edition of november-december 2021
