When a client is faced with a flight disruption, like an aircraft going AOG (Aircraft on Ground) at a location such as Aspen, it is crucial to handle the situation with a clear, solution-oriented approach. To manage these scenarios, our team utilizes the LVLL method, which focuses on four key steps: Listen, Validate, Level, and Lead.
Putting the LVLL Method Into Practice
- Listen: We acknowledge the client's frustration and let them express their concerns without interruption.
- Validate: We affirm that their feelings of disappointment are entirely understandable, given the inconvenience of an unexpected delay.
- Level: We provide a clear, honest assessment of the situation, explaining the current status of the aircraft and why it is not safe to fly.
- Lead: We present the client with tangible, proactive options, such as coordinating ground transportation and catering or securing a replacement aircraft for their flight.
Our focus remains on turning a difficult situation into a more manageable experience. We actively explore all possibilities, including re-evaluating commercial airline options or repositioning replacement aircraft from different locations, to get our clients back to their destination as quickly as possible. We prioritize these solutions to ensure our clients feel supported and have control over their travel plans even when disruptions occur.
