Strategy for Managing Client Inquiries
The video details the team's internal process for managing private aviation clients following a commercial flight cancellation. When a client faces a flight disruption, the goal is to provide an immediate, proactive solution to instill confidence. The approach relies on an over-communicative posture that anticipates client needs while handling urgent booking requests behind the scenes.
The Role of Assumed Sales
The team highlights the importance of the assumed sales technique. By immediately sending over a quote for a specific aircraft—in this instance, a Citation XLS—the team signals to the client that their travel plans are already being actively managed. This strategy extends to pre-emptively coordinating with flight crews and ensuring aircraft availability, ensuring that as the client navigates their own stress at the airport, the team has already secured a solution and is ready to finalize the details.
