When A Potential Customer Talks With A Flight Instructor, the First Contact Can Make or Break the Deal..

Roger Sharp is the Director of Training for Redbird Flight Simulation and in these two videos we see his presentation at the Redbird Migration 2016 meeting. Roger’s presentation is fun to listen to and informative. He has a way presenting the subject of flight instructor competency in ways that you may not have thought of before.

Roger points out what most of us are aware of but don’t deal with properly. That is, in many, if not most examples of flight school instructors, they consider themselves to be part-time employees with their primary motivation being aimed at what they perceive is to achieve a higher level in professional aviation (AKA: airline job).

Roger reminds us of the importance of the first contact. As Roger puts it, “Flight instructors are the least invested in your company but have the most impact on customer service.” For a flight training operation to be successful, the flight instructor has to place as much value on customer service as he or she does in the FAA certificates they hold.

Roger doesn’t pull any punches when he says, “If flight instructors don’t provide first contact customer service appropriately, they suck.” And if that’s not enough to make you listen to what he has to say, you need to watch the video just to find out how selling dear urine relates to good customer service.

There’s so much information in this program we have divided the presentation into two parts. It will make more sense if you view part 1 first, and then followed up with part 2.

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