Your FBOs Culture Is Where the Money Is: Creating a Service Oriented Mindset

At the FBO Success Seminar in Nashville, we explored one of the most important topics in the aviation industry today—culture. It’s simple: focusing on your FBO’s culture creates an environment that benefits both customers and employees, and in turn, prints money. When you foster a culture where every team member is invested in providing exceptional service, it leads to loyal customers, motivated employees, and a reputation that drives growth.

A service-oriented culture doesn’t happen by accident. It requires intentional effort and practical tools to ensure that each team member understands their role in creating positive customer experiences.

This blog is a continuation of the training and discussions that took place at the seminar, with resources and tools that will help you build and sustain a service-focused culture at your FBO. These strategies are part of the ongoing education available at NATA events, helping you implement what you’ve learned and see real results.

Key Tools for Fostering a Service-Oriented Mindset to drive your FBO Culture

Customer Journey Mapping Template

Sometimes visualizing an experience can help ensure that it is understood by the entire team. Every customer’s experience at your FBO includes multiple touchpoints—from their first interaction to their final departure. And each FBO may have different touch points. I once worked at LGA where our ramp was not located at the FBO, and we had full Par 139 airport security. By mapping out this journey, you and your team can identify where you’re excelling and where improvements can be made. This tool helps employees see where they can make the biggest impact, whether it’s greeting customers, ensuring smooth service, or maintaining clean and professional facilities.

Example Customer Journey Map

Customer Journey Map Example.pdf

Download PDF • 240KB

You can also check out this blog post by HubSpot for more information on understanding your customer's journey.

Customer Journey Maps: How to Create Really Good Ones [Examples + Template] (hubspot.com)

Role-Playing Scenarios

Customer service challenges happen every day. The question is—are your employees ready to handle them in a way that leaves a lasting positive impression? One of the best ways to prepare your team is through role-playing scenarios at your FBO. Yes, it might feel a bit awkward at first, but with practice, it builds confidence and sharpens decision-making skills. Encourage your staff to run through real-life situations—they’ll be better equipped to handle anything that comes their way, and over time, it will feel more natural. Remember, practice makes perfect! Try this example of a role-playing exercise:

Scenario: Last-Minute Fuel Request Before Departure

Situation: A pilot rushes into the FBO just 30 minutes before their scheduled departure time. They urgently request a last-minute refueling, but the line service team is already busy with other tasks. The pilot is clearly stressed and worried about missing their departure window.

Roles:

• Employee: The staff member at the front desk who handles the request and communicates with the line service team.

• Pilot: The customer in a hurry, who is feeling anxious about the delay.

• Line Service Team: Optional role for larger teams; they are already handling other tasks and must prioritize this urgent request.

  
  

Objectives for the Employee:

1. Stay calm and empathetic: Acknowledge the pilot’s urgency and express understanding of their situation.

2. Communicate effectively: Let the pilot know you’ll do everything you can to accommodate them but be clear about any potential delays.

3. Coordinate internally: Contact the line service team and relay the request, ensuring they prioritize the urgent refueling while managing other tasks.

4. Provide solutions: If there’s going to be a delay, offer alternatives—like adjusting their schedule or explaining how the team is working to meet their request.

5. Follow up: Ensure the pilot is kept informed and that the refueling is completed as quickly as possible.

   
   

Debrief Questions for Your Team:

1. How did you handle the pilot’s stress and urgency?

2. Were you able to communicate clearly with both the customer and the line service team?

3. How did you prioritize this request without disrupting other tasks?

4. What would you do differently next time to improve the response?

Check out the blog posts on Recognition Program Ideas and Customer Feedback Collection that were part of the same discussion at the FBO Success Seminar.