FBO Success: Growing Your Customer Service Experience Organically!
/By John Enticknap and Ron Jackson, Aviation Business Strategies Group ABSGgroup.com
In creating a great customer experience at your FBO, sometimes you have to go outside the box and think organically.
By that we mean taking a leadership role that involves creating an internal culture where employees have a vested interest in the outcome of the enterprise. This is accomplished by treating all employees as true stakeholders.
When employees are provided a stake in the organization, they have a voice in helping mold the customer service experience. When provided with this opportunity, a sense of authorship and ownership is achieved.
In this kind of environment, employees are endowed with the opportunity to make intuitive customer service decisions that help cement the relationship with the customer. Frontline employees, including your line service techs and your CSRs have daily, face-to-face contact with your customer base. Therefore, they represent the identity of your brand and have the ability to develop and earn customer trust, thus cementing long-term profitable customer relationships.
We have all experienced both excellent and deplorable customer service, whether at a restaurant, convenience store, supermarket, big box retailer or over the phone. The good experiences that stand out the most are usually when an employee goes above and beyond and takes ownership of the experience, whether completing a transaction in detail or resolving a dispute amicably in a timely manner.
In an organic customer experience setting we often find the following:
Employees have a greater sense of contribution to the outcome of the enterprise.
They work together as a team to accomplish something meaningful.
Systematically they achieve higher levels of individual competence.
Stronger long-term profitable customer relationships are formed with a greater chance for repeat business.
Please leave any comments you have about this blog post below. If you have any questions, please give us a call or send us an email: jenticknap@bellsouth.net, 404-867-5518; ronjacksongroup@gmail.com, 972-979-6566.
ABOUT THE BLOGGERS: John Enticknap has more than 35 years of aviation fueling and FBO services industry experience and is an IS-BAH Accredited auditor. Ron Jackson is co-founder of Aviation Business Strategies Group and president of The Jackson Group, a PR agency specializing in FBO marketing and customer service training. Visit the biography page or absggroup.com for more background.
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