How to Exceed Your Clients’ Expectations: Ensuring you have fully satisfied customers is the only way to survive and thrive in business. Whatever industry you operate in or whether you’re providing services or producing products for your customers, here are four simple steps to can ensure you consistently exceed client expectations:
1. Understand the market
The first step is achieving a thorough understanding of the market in which you operate. This isn’t accomplished overnight, but over time through sustained operational experience, analysis of current trends and the impact of past events, and by considering the evolving demands of stakeholders on all sides. With this knowledge, you’ll be ready to properly advise your client.
2. Listen to each client
It’s not possible to solve your clients’ problems if you don’t know what those problems are. The only way to find out is by listening carefully. This should be an obvious statement; however, many customers complain that salespeople often try to sell them things they don’t really need. Proactive listening is vital to uncover your clients’ unique requirements, their particular concerns, their non-negotiable priorities, etc. Strong relations and trust play a vital role in this step- without trust, no meaningful communication can take place.
3. Focus on solutions
Once you have identified exactly what your client requires, focus on creating a package of solutions that accommodated this perfectly. Services are what they are, but solutions are customized for individuals, meaning that well thought-out solution provision is a unique service in itself. Simply providing a selection of services without tailoring them to clients’ specific needs won’t get the great results your clients require.
4. Execute superbly
A great plan without thorough execution won’t bring great results, and this is where the vast experience and expertise of your employees comes into play. Since you have defined the individual client need and formulated a customized solution, it’s now imperative that your team delivers to these exact specifications. Attention to detail is vital, as is the ability of your experts to think on the spot and respond to any unforeseen issues that may arise. Superb execution means handling any problems that occur in a way that doesn’t impact your client in any way. This is the test of skill and experience, and with this ability, great execution is possible.
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Mitch Launius
Instructor Pilot for 30 West IP
Mitch is the CEO of 30 West IP where he is also an instructor providing pilot training on international procedures. With an illustrious career of over 34 years in the cockpit, Mitch has acquired over 13,000 hours of flight time flying worldwide, with over 9,000 hours of this in Challenger and Gulfstream aircraft. He is an experienced safety officer and was also an IS-BAO project manager for a fortune 500 flight department. He has presented on Safety and Operations topics at the NBAA International Operators Conference and the Canadian Business Aviation Association Convention and is currently on the NBAA International Operators Committee and serves as the North Atlantic Regional Lead. Mitch is also a member of an FAA working group on General Aviation International Authorizations and Tabletop Exercises (GIATE). He was recently selected to represent IBAC as a member of the ICAO Personal Training and Licensing Panel (PTLP) and was also recently named as a 2020 recipient of the NBAA Tony Kern Professionalism in Aviation Award for his contribution to the business aviation community.
Henry ‘Duke’ LeDuc
Director Of Operations, Americas, UAS International Trip Support
Duke has been a dearly respected member of UAS Americas team and the UAS global family for more than five years. A safety-oriented, FAA-licensed aircraft dispatcher, he oversees all of the operations of the elite UAS Operations Team. With twenty-five years of experience in aviation overall with more than fifteen years of experience in international flight planning and VVIP trip coordination, he is responsible for the development of the dispatch training program and involved in the strategic development of UAS Americas. With a myriad of rich aviation experience behind him, he has extensive experience in worldwide operations with both corporate and charter environments, including seven years as Operations/Dispatch Manager in an industry-leading, Fortune 500, IS-BAO Stage III Certified corporate flight department. Duke is frequently asked shares his knowledge at major industry events and is currently serving on the NBAA’s International Operators Conference (IOC) Planning Committee.
Dudley King
President and Founder, FlightBridge
Dudley is the Founder and President of FlightBridge, which he established in 2011 and has been focused on technology solutions for the private aviation industry since 2006. Since he graduated from Dartmouth in 1988, he has worked with an array of companies listed anywhere from VentureWire to the Fortune 100. A rare blend of executive, entrepreneur, and consultant, Dudley’s executive roles have included acting CIO positions for several companies and tech advisory services to CEOs trying to rebuild their technology organizations or looking for an external, professional point of view. Highly skilled at deeply understanding his customer’s business challenges and drawing from a long and varied experience in information technology services, Dudley excels at designing technology solutions to solve their problems.
Dr. Paulo Alves
Global Medical Director, Aviation Health, Medaire
Paulo has extensive experience in medical advisory in the aviation industry. As a cardiologist, he provides technical guidance and analysis for MedAire’s MedLink medical advisory service and is MedAire’s liaison with civil aviation regulators and industry associations. Paulo worked with Varig Brazilian Airlines for 23 years, 10 of which were spent as General Medical Manager. A member of the MedAire Medical Advisory Board, Paulo is also President of the Ibero-American Aerospace Medical Association, a member of the International Academy of Aerospace Medicine, a member of the National Business Aviation Association (NBAA) Safety Committee, a Fellow of the Aerospace Medical Association (AsMA), and a Fellow of the Civil Aviation Medical Association. Throughout his illustrious career, Paulo has held industry leadership roles including Chairperson of the AsMA’s Air Transport Medicine Committee, President of the Airlines Medical Directors Association, President of the Brazilian Society of Aerospace Medicine and was a member of the IATA Medical Advisory Group from 2002 to 2006.
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