The Minor Details
At Avitat, we believe that no detail is too small to pass by our attention. In fact, every member of the Avitat network is committed to the philosophy “There’s no such thing as a minor detail.” It’s not just something we say; it’s something we strive to deliver on day in and day out, from customer care to line service.
Want to hear more? We invite you to enjoy some of the anecdotes and examples that bring our credo to life. If you’ve experienced service that demonstrates our attention to minor details, please tell us your story.
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South Florida Avitats Set Themselves Apart – Together!
Avitat Boca Raton, Avitat Palm Beach, Avitat Stuart and Avitat MiamiAvitats set ourselves apart by learning together. This winter over 30 employees from our 4 Avitat South Florida locations (BCT, PBI, SUA,TMB) joined forces at Avitat Palm Beach, Jet Aviation, to take part in the Ritz Carlton Customer Service Training.
The learning didn’t stop there. Inspired by the training session, Rhonda Hughes, Avitat Boca, is leading the charge to develop a customized Avitat training program for all of our employees to continue to improve our customer service to exceed customer expectations, and set ourselves apart from the competition.
The Florida Avitats plan to share this information with the rest of the Avitat Network to promote communication, partnership, and networking within our network of FBOs. By working together we are able to provide a new level of customer service and inspire customer loyalty. Inspiring customer loyalty is the Avitat way of turning business into more business. There’s no such thing as a minor detail.
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A Welcome to Remember
Avitat Boca
Last year, the CEO of a well-known motorcycle company flew into Avitat Boca on his way to an important meeting. To ensure a unique experience for this passenger, the Avitat planned a very special arrival: when the CEO stepped off the plane, he was welcomed by two of his company’s motorcycles that had been trucked in and placed on the ramp, and the entire Avitat team was clad in his company’s t-shirts. Even though he was running late for a meeting, he was so impressed that he took the time to shake hands, take pictures, and tour the FBO. Later, the General Manager gave him personal copies of the photos that were taken that day, to help remember the experience. The passenger’s wife commented that her husband couldn’t stop telling people about his reception at Avitat Boca and claimed that “it was something I will remember for the rest of my life.” Whether or not you’re the CEO, an arrival at an Avitat is something you won’t forget. -
A Story for Anyone Who Thinks Service is an Endangered Species
Avitat Stuart
A story for anyone who thinks service is an endangered species. Two six-month old Arctic hooded seals recently came ashore near Avitat Stuart in Florida. An oceanographic institute recovered the exhausted seals and began nursing them back to health. But how would they ever get home? By private jet, of course. Using his own plane, the Avitat’s owner flew one of the seals to a special center up north, where Sandy the seal is doing fine. We don’t usually fly the plane, but Avitats always do whatever it takes to help clients get home safely and comfortably. Including when they’re human. -
Pit Crew Teamwork
Avitat Fort Worth & Avitat Dallas
When Nascar’s in town, pit crew teamwork makes all the difference. Avitat Fort Worth is just down the road from Texas Motor Speedway, and race week usually brings in around 400 planes. That’s busy, so Avitat Dallas comes over to help. During last year’s race, high winds damaged a plane, but a Dallas mechanic knew the plane well and solved the problem before the race ended. This meant the race team was able to leave right on time. And that Fort Worth has two places where speed and teamwork win the day. One for cars. Another for airplanes. -
Best Part of Your Day
Avitat Boca Raton
An Avitat customer arrived in Boca Raton and mentioned that he had forgotten his tie. This was just the latest in a string of unfortunate incidents contributing to a very bad day. So, unbeknownst to the pilot, Avitat Boca sent Emmy, their ramp hostess, to buy him a new one, delivering it to him prior to his passengers’ arrival. While the pilot insisted on paying, we explained that this was simply the level of customer service Avitats are proud to provide. We’re happy to report he later told us Avitat Boca had become the “best part of his day.” -
At Avitat We “Can Do”
Avitat Vancouver
On a holiday weekend an Itinerant pilot walked into Avitat Vancouver seeking help. Panicked and bewildered he was stranded with his passengers and in desperate need of a maintenance shop. Although he had landed, fueled and parked at our competitor’s FBO, at Avitat we are always ready and willing to help. After failed attempts to contact nearby maintenance shops, our CSR called the pilot’s home mechanic and relayed the information through our linecrew. We were able to relay successfully all the necessary tools for repairs and take care of his passengers whilst he worked on his aircraft. His relief and sincere thanks to our linecrew and CSR’s was heard before his safe departure home: “Thank you for everything. Your professionalism and “can do” attitude has made it all possible. I wish I had taxied to Avitat Vancouver the first time around. You have my gratification this time, but you will have my business next time.” -
How to succeed as an FBO? Hire good people and rent a huge carpet fan.
Avitat Bangor, Bangor Aviation Services
At Avitat Bangor, a crew member inadvertently left a cargo hatch open, allowing rain into the plane. So the Avitat team worked all night, using a big fan to dry things out. The next morning, the plane departed clean, dry and on schedule. This kind of thing may not happen every day. But this kind of can-do attitude is something you’ll find at every Avitat, every time. - Whatever kind of service fits you best. Even if it’s a size 42 extra long.
Avitat Teterboro, Jet Aviation Teterboro
An Avitat customer was flying to a crucial playoff game to root for his team. And by “his,” we mean he owned the team. But his jacket got left behind, so a call went to the upcoming Avitat, who then went shopping. A new jacket (right label, size and color) was there when he landed. It just shows how Avitats support their customers. And we’ll do it for you, even if you don’t own the team. -
You fly hundreds of miles to reach us. We’re happy to run errands around town for you.
Avitat Caldwell, Mac Dan Aircraft Service
A plane flying to Avitat Caldwell needed a part available only at another airport. To land there would have meant extra fees, plus renting a car. So an Avitat person hopped in his car, picked up the part and had it ready on landing, free of charge. To the pilot this was service worthy of special thanks. To us it was all in a day’s work. -
When Katrina came ashore, Avitat Baton Rouge hit back like a Category 5 FBO.
Avitat Baton Rouge, Louisiana Aircraft
Food for 300 people a day. Staffers logging 60+ overtime hours a week. And sleeping on the grass to leave room inside. Tireless service for evacuees, the media and Corporate Angel crews. A visit by Air Force One. Another by the Vice President. And, of course, regular customers. Katrina was devastating, but it didn’t knock out Avitat Baton Rouge. It brought out their best. We are immensely proud and grateful to have them on the Avitat team. -
Even in Summer, you can come home for the Hollandaise.
Avitat Frederick, Frederick Aviation
An executive customer was flying from Frederick to Iceland and had requested a specific dish from a local well known restaurant in Frederick—Chicken Oscar. Scheduled to depart as quickly as he was, our customer did not have time for the restaurant to prepare the freshly made Hollandaise sauce required for the dish. A CSR at Avitat Frederick took matters into her own hands, went shopping, bought the ingredients, and prepared the Hollandaise for him! Another Avitat not-so-minor detail—and we’ll go that distance for you, even if you’re not the CEO. -
Details and then Some.
Avitat Lafayette, Paul Fournet Air Service
On a campaign stop in Lousiana, President Bush required the service of Avitat Lafayette in the form of hangar space for a stump speech. In a last minute request, the Secret Service mandated the hangar be emptied in under one week’s time. Avitat Lafayette rose to the occasion and won glowing reviews from the Bush team. Though on-site competitors held the rights to government fuel contracts, they failed to pass Secret Service audits. Avitat Lafayette, on the other hand, passed the audits with flying colors—you’d expect as much from an Avitat!