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Never forget: kindness, courtesy and care
Reed Pigman Jr, owner and president of Texas Jet, an FBO at Meacham International Airport in Forth Worth, Texas, on the golden rules of customer service
Politeness costs little and yields much. That’s the belief of Texas Jet, servicing travelers flying in and out of Meacham International Airport in Forth Worth, Texas. The FBO has been a branded Phillips 66 Aviation dealer for the past 35 years, and has made quite a name for itself both in the local community and the aviation industry at large.
Its accolades include being voted one of the top 10 US FBOs by pilots in Professional Pilot Magazine’s (Pro Pilot) annual Preferences Regarding Aviation Services and Equipment (PRASE) survey for the past nine years in a row. Additionally, Texas Jet’s customer service manager has been voted one of the top six in the US for 10 years straight.
Add to that list, being awarded Small Business of the Year in 2013 by the Fort Worth Chamber of Commerce and you truly have a business that is consistently setting the bar for exceptional service that keeps pilots and aircraft coming back for that Texas Jet experience.
Culture of excellence
“Our ‘culture of excellence’ is something we’ve been refining for the last 38 years,” says Reed Pigman Jr, Texas Jet’s owner and president. “We treat the ladies and gentleman who work at Texas Jet with the same respect and courtesy that we want them to extend to our customers. Great customer service isn’t something you can fake. Our 38 employees come to work with the desire to serve people, and I’m happy to say that level of service has created passionate advocates of Texas Jet.”
Texas Jet’s superior offerings include 23 hangars totaling more than 450,000ft², crew lounges, a stocked kitchen, a surround-sound cinema, a fitness center, a planeside ‘car-cierege’ service that brings rental vehicles right to an aircraft’s door, covered parking, comfortable quiet rooms, a state-of-the-art flight planning center, a business conference room, and a koi and turtle pond complete with a soothing waterfall.
Setting the standard
While customers nap, snack, work out, work, or watch a movie, they can rest assured that their aircraft is being fueled and handled with safety in mind. Texas Jet has earned itself an International Standard for Business Aircraft Handling (IS-BAH) certification, and is one of just a handful of FBOs in the USA that has attained the significant safety accreditation issued by the International Business Aviation Council (IBAC). IS-BAH is a set of globally recognized industry best practices for business aviation ground handlers.
It took Texas Jet a year to go through the point-by-point audit, which shifted tribal safety knowledge to formal, written procedures. In the end, Texas Jet documented 50 safety operating procedures (SOPs), modifying 25 that were already established, and adding eight more to the roster.
“All of Texas Jet’s ladies and gentlemen train on the SOPs,” said Pigman. “They’re accustomed to frequent training and have always been proactive in our safety management system, pointing out potential hazards and proactively making recommendations to further improve our day-to-day operations, always keeping in mind our customers’ safety and comfort.”
Being a branded Phillips 66 dealer allows Texas Jet to support its culture of safety with subsidized NATA Safety 1st Online training, covering everything from ground servicing, safety and fuel farm management to customer service, fire safety and aviation security.
“We put a lot of value on our relationship with Phillips 66,” says Pigman. “In addition to NATA training, Texas Jet proudly offers Partners-into-Plane Contract Fuel and WingPoints Rewards, a program that pilots recognize as a true benefit.”
More info at www.texasjet.com
February 17, 2017