SERVICE SPOTLIGHT | The First Impression

As a luxury private aviation company, the importance of positive first impressions cannot be overstated, as it significantly influences perceptions and interactions. There are a number of first impressions for our customers and owners, including the first interaction with an Airshare employee, driving up to the gates of our bases, and entering the aircraft. First impressions uses all the senses – sight, smell, sound, taste, and touch. As a customer-centric organization, look at your environment from the lens of a customer and see what can be done to improve upon what your senses detect. Then, own it! Why are first impressions so important? They are integral to building relationships, fostering loyalty, and enhancing the customer experience. For example, the first impression of a person in a service role is crucial for several reasons:

1. Immediate Trust: First impressions often set the tone for trust and credibility.A positive initial perception can make customers feel secure and comfortableinteracting with the service provider.

2. Customer Experience: Service is inherently personal. A friendly, approachabledemeanor can enhance the overall customer experience, fostering satisfactionand loyalty.

3. Professionalism: The way a service provider presents themselves—throughtheir appearance, body language, and communication—reflects theirprofessionalism. A positive first impression can indicate competency andreliability.

4. Influence on Decisions: Customers often base their decisions on their firstimpressions. A welcoming and confident first interaction can persuadecustomers to choose a service over competitors.

5. Communication Skills: First impressions highlight a service provider’s abilityto communicate effectively. Good eye contact, a smile, and open bodylanguage can create a welcoming environment that encourages dialogue.

6. Setting Expectations: An initial interaction can set expectations for the level ofservice that will follow. A positive first impression suggests that the customerwill receive attentive and high-quality service.

7. Word of Mouth: A positive first impression can lead to positive reviews andrecommendations. Satisfied customers are more likely to share theirexperiences, which can significantly impact a business’ reputation.

The first impression of our bases and aircraft is essential for several reasons:

• Luxury and Status: Private aviation is often associated with luxury andexclusivity. A well-presented aircraft conveys a sense of wealth and status,reflecting positively on the owner or operator
• Reputation: The appearance of the aircraft can greatly influence brandperception. A pristine aircraft can enhance the company’s reputation andattract clientele.
• Passenger Comfort: Initial impressions set the tone for the entire flightexperience. A clean, well-maintained aircraft makes passengers feel valuedand comfortable, increasing their overall satisfaction.
• Professionalism: The condition and appearance of the aircraft can reflect theprofessionalism of the crew and management. Attention to detail indicatesthat safety and service are prioritized.
• Trust and Confidence: A visually appealing and well-maintained aircraft instillsconfidence in passengers about the reliability and safety of the flight, creatinga sense of trust in the operator.So how can we help? Don’t make excuses for falling short in our first impression. Ifyou need something, please say something.

Pictures left to right: Andy Tretiak, CMO, mopping water at an FBO prior to a customer event. John Owen, cleaning the CHQ galley after a holiday weekend. Dawn Smith, doing her usual daily office clean.