Service-Oriented Mindset
- Kyle Eiserer
- Aug 7, 2024
- 4 min read
Embracing a service-oriented mindset can make a big impact on your FBO. A service-oriented mindset is the cornerstone of exceptional customer service. It's about more than just solving problems; it's about anticipating needs, personalizing interactions, and consistently delivering value in every customer interaction. A service-oriented mindset is built on empathy, proactive support, and taking responsibility to ensure customer satisfaction.
First impressions exist virtually everywhere in our FBOs including:
Phone calls
At the airplane
In the lobby
Vehicles arriving and departing from our businesses
In customer service, it's important for the team to collectively pay attention to details. This shared focus enhances client experiences and upholds our service excellence.
Listed below are various positive and negative instances of first impressions, each contributing to the overall perception customers have of your FBO.
We recommend that you explore your facility and make observations. Are there opportunities for enhancements, such as reorganizing your workspace?
Ensuring that trash cans are easily accessible and regularly emptied is crucial for customer convenience and satisfaction. It demonstrates attentiveness to customer needs and promotes a clean, welcoming environment for all.
Keeping equipment organized is essential for maintaining a safe and efficient workspace. Proper organization prevents tripping hazards and equipment damage, ensuring a tidy area that supports productivity. Additionally, it simplifies troubleshooting and maintenance, saving time and reducing frustration during technical issues. And further, organization boosts the overall impression of your organization. If it looks sloppy, customers will take note.
Marshaling aircraft and using cones is a mark of operational excellence. Similarly, having transportation ready for guests to swiftly depart the airport exemplifies our commitment to providing seamless and considerate service, ensuring every aspect of their journey is catered to with precision and care.
Enhancing the ambiance by providing water and snacks, maintaining impeccable cleanliness in the facility and restrooms, and placing a friendly doormat at entrances contribute to a welcoming atmosphere. These actions demonstrate appreciation and respect for clients, leading to a memorable and positive service experience.
But again, the mat in the picture above looks dirty. Pay attention to the details and showcase your FBO at the highest level.
A service-oriented mindset is not just a beneficial trait for customer-facing roles; it is a foundational element that can drive the success and growth of an entire organization. By prioritizing the needs of others, whether they be clients, colleagues, or the community, we foster an environment of support, collaboration, and continuous improvement. This mindset encourages proactive problem-solving, innovation, and a commitment to excellence that resonates through every level of service delivery. Ultimately, embracing a service-oriented approach can lead to more meaningful interactions, satisfied customers, and a thriving workplace culture that values and rewards exceptional service.
7 Components of Amazing Service
One of the ways we can provide amazing service to our customers is by following the 7 components that make up our service philosophy. These are:
Empathy: We show that we care about the customer's needs and expectations. And remember, oftentimes clients have other challenges that are not readily known to CSRs and Line Technicians.
Proactive Support: We anticipate the customer's needs. This includes having fuel trucks, invoices, coffee, ice and other common needs ready before the customer makes a request.
Taking Responsibility: We own our internal and external issues and follow through until it is resolved. Remember, we are professionals.
Focus: Pay attention to the customer and avoid distractions that may affect the quality of service.
Communication: We use clear, polite, and positive language to communicate with the customer and keep them informed. Use technology to ensure notes are passed down.
Personalization: We treat the customer as an individual and tailor our service to their preferences and situation.
Consistency: We deliver the same high level of service every time, regardless of the customer, the channel, or the circumstance.
By applying these 7 components, we can create a positive and memorable experience for our customers and make them loyal to our brand.
Mindset
One of the key aspects of providing excellent service to our customers is having a service-oriented mindset. This means that we are not just doing our job, but also creating value, solving problems, and building relationships with our customers. Below are five items to ensure your mindset is geared toward providing amazing service:
Professionalism: We treat our customers with respect, courtesy, and integrity. We communicate clearly, listen actively, and follow through on our promises.
Anticipation: We try to foresee the customer's needs and preferences, and offer services and guidance before they ask. We also prepare for potential challenges and have contingency plans in case something goes wrong.
Big Things: We go above and beyond to deliver exceptional value and quality to our customers. We look for opportunities to wow them with extra services, handle last minutes requests, or offer discounts.
Little Things: We pay attention to the details that matter to our customers, such as their names, preferences, feedback, and special occasions. We also show empathy and compassion when they are facing difficulties or frustrations.
Gratitude: We express our appreciation and recognition to our customers for choosing us, trusting us, and staying loyal to us. We also thank them for their feedback, referrals, and testimonials. Gratitude is often missed and it can be as simple as saying thank you!
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At the end of this topic, we provided each participant with a sample card and $5 Starbucks card. We strongly encourage each location to have cards printed so that CSRs and LSTs can use them to create hand-written thank you cards. These are simple gestures that can have a significant impact on customer retention.
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