The most valuable piece of marketing for any organization is a personal reference from clients. Beyond glossy advertisements in magazines or free giveaways at trade shows, a positive experience honestly shared from a current client to a prospective one is golden. The success of most restaurants, for instance, is dictated by customer reviews.
Earlier this week Soluna Air Charter went live, and it was easy to get caught up organizing phone lines, computer systems and office furniture. Yet, focusing on the core values that have guided me in the 17 years of working in this industry, I was reminded of what comes first in business to keep us at a cruising altitude, I am guided by the values of attentive customer service, reliability and flexibility.
As private air charter professionals we are always concerned with making the client feel as comfortable as possible during their flight experience. For some business travelers, their schedules are so tight, that hotel stays are not included in the itinerary. These clients reserve their rest for hours in the air, so we should be able to provide a comparable level of comfort and luxury in the cabin. To be competitive in the boardroom or creating corporate partnerships on the golf course, our clients require refreshing flights and gourmet catering. A memorable and a peaceful flight with luxurious amenities each and every time will keep clients coming back.
But reliability is key to earn that respect in private air charter. Logistics is a the core of our industry, so having planes land the same time cars show up to connect clients to their meetings is equally important. Reliability also means being there for your clients, as easily as possible. If their schedule changes, then so should their itinerary with seamless effort. Making this happen in Cleveland, while the client is in Calcutta makes no difference, as we know to keep consistency in communication with operations and the client.
As schedules, itineraries and weather may change the course of a flight plan, we never loose sight to stay flexible for each charter. Alternate options, back-up plans and a deep contact list of auxiliary service providers is essential to coordinate flawless customer service for your clients. Even if the challenges may be many to meet a client’s needs, the resulting detailed customer service will improve your reliability and get the direct references that are the key ingredients for any business taking flight.
BAN is a member supported community. We need your financial support. Please Support Business Aviation Network. All funds go directly to offset operating cost. Thank you!