Setting the Table for your Three Course Meal

by Administrator Friday, April 27, 2018 9:20 AM

In an April 6thBlog Post by Ron Jackson and John Enticknap, published in AcuKwik’s FBO Connection, Ron and John wrote about a Three Course Meal for FBO Customer Service Success.  The three courses were Attitude, Anticipation and Action.  While the authors are correct in what they portray, they are only focused on the human layer of delivering those three courses. Admittedly, it is ultimately the most important aspect, but how you equip your staff can have a tremendous effect on their ability to deliver the meal effectively.

 Could a software program have an effect on your customer service?  If so how much?  Let’s take a look:

  • ATTITUDE – Surely not…how could a computer program have an effect on a CSR’s attitude?Well, if a demanding customer is at the counter trying to check out, and the antiquated system is slow, cumbersome and doesn’t allow for simple, intuitive processing of a transaction, your CSR’s are sure to get frustrated, and that frustration is likely to manifest itself in a poor customer service attitude.  When it does, your customers will notice.  On the other hand, an effective, easy to use program frees them to address customers’ needs with a smile on their face.
  • ANTICIPATION – a good program, with the functionality to store and access customer notes quickly and track customer activity, allows your entire team to anticipate customers preferences and add that special touch to their experience, like remembering their birthday, or surprising them with a favorite treat. It will also let your team track the status of their service orders, and set customer expectations appropriately, avoiding any unexpected surprises.  This is the type of service level that people talk about, and we all know that word of mouth is the best type of advertising.
  • ACTION – with a good attitude and the knowledge and ability to anticipate your customers every need and desire, they are ready to take quick and effective action, making the customer experience at your FBO a five-star experience.

You can now see that giving your Customer Service team the right tools are part of the recipe for your three-course meal.  If it’s time to give your FBO Management software an upgrade, visit www.essintaWINGS.comto find out how we can provide you with a complete, reliable and easy to use FBO Point of Sale and Management system. EssintaWINGS is brought to you by the creators of FBO Manager, so you can have confidence in our knowledge of the industry and our ability to do the job.

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essintaWINGS new version April 15, 2018

by Administrator Monday, April 16, 2018 10:31 AM
  • Fuel Updates
    • "Wireless Fuel - do not append tickets" What this means if each time a ticket comes in from the wireless fuel system it creates a new invoice whether or not there is an open invoice in the system. Thus, if you have 5 separate fuelings you will now have five separate invoices. To use this feature go to Configuration/Locations and scroll to the bottom of the screen. Click the check box to append or not append.
    • "Do not reset fuel meters after 3 days" -- if you are using manual tickets we blank/force a meter entry after three days. You can override this now and always display the last fuel meter. To use this feature go to Configuration/Locations and scroll to the bottom of the screen. Click the check box to reset or not reset.
  • Email Updates
    • EssintaWINGS has relied on our SMTP credentials to send your invoice emails and reports. Now, you can configure your own server settings. This is critically important as it will help ensure delivery from your servers. To setup email:
      • 1) go to Configuration/Locations
      • 2) Scroll to the middle of the screen and locate the SMTP settings
      • 3) Enter your user name and password
      • 4) Enter your host name and port
      • 5) Save the information
      • 6) To test, go to the main screen and click an invoice, send it to yourself.
  • FlightBridge Integration
    • Imagine a FlightBridge reservation coming in and instantly viewing that in essintaWINGS. Now, if the tail number is not part of the database we can automatically add the tail number based on the information from the reservation. Setup is easy!! Just contact us so we can add this for your.

What else is new?

(1) Modified mutliple pilots per transaction on AVTRIP; (2) added printing loyalty receipts; (3) tightened up fuel meter screen on invoices to make it ken proof; (4) modified expiration date and added error checking to validate numbers on credit card screen; (5) Added SMTP credentials so emails come from user's server and will avoid spam or phishing problems; (6) expanded the date range on the salesreport listing table; (7) Added a filter to sales by customer, tail number, product so the customer can be selected; (8) Added a switch so unused fuel meters do not blank out after 3 days but instead hold their value (user configurable); (9) Added a user configurable switch for wireless fuel automation users so the choice can be made to append to open tickets or create a new ticket when using Veeder Root, Liquid Controls, and TCS

and

(1) Pushed major update with credit cards for EPIC, Shell, Avfuel intact; (2) updated security code on manual payments; (3) verified avfuel transactions on test environment; (4) loyalty (AeroClass/AVTRIP): (a) validated AVTRIP card length; (b) default the points amount when picking from the pulldown box; (c) added code to delete a row on the loyalty screen; (5) fixed print customer account balances;

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Drive Sales and Comply With Local Laws via EssintaWINGs Customer Countertop Marketing/Pole Display

by Administrator Monday, April 9, 2018 8:15 PM

     EssintaWINGS and EssintaPOS now support Customer Countertop Marketing displays and integrated signature capture.  As an FBO owner or general manager you might ask yourself, “why does this matter?” Customer Counter Marketing displays drive sales and increase business, and more importantly, some states and local authorities require displaying sales transaction data from electronic point of sale systems.  Legacy products in aviation, like FBO Manager and Total FBO do not have such capabilities.

     At the simplest level the point of sale system is “The point of sale (POS) system is the place where your customer executes the payment for goods or services bought from your company.1  Using such a system provides automated pricing, detailed sales history, and can promote opportunities to upsell customers.  Of course, most of us think of a point of sale system as the computer and screen we see at the grocery store, or anywhere else we do business.  Within aviation I had the privilege of writing the first Windows-based point of sale system, FBO Manager by Cornerstone Logic, in the late 1990s.  There are now a variety of products in the market and some are provided by fuel suppliers like EPIC Aviation Compass System or Avfuel’s Avfuel Hub.

User your POS to drive sales!

     One overlooked aspect of a point of sale system is its ability to increase sales. Elizabeth Cranston from Merchant Maverick says, “A digital POS display will often see a 5 to 60 percent sales increase. Not only that, customers who view a digital display will have an increased recall of your brand by 40 to 60 percent.2  Ordinarily we think of reports and analytics, but customer countertop marketing is another element of your POS.  Imagine a pilot coming to the counter and a tablet is scrolling through photos of your FBO, promoting rewards card usage, reminding a pilot to use his branded card, or even offering a discount on fuel for additional gallons. These messages can spark actions that sell more product, save money and create loyalty; all of which boost your bottom line.

     How can you implement customer counter-top marketing?  With essintaWINGS it’s as easy as a uploading a few graphics with your promotions and then just clicking a button in the software.  With any device, like a second monitor, iPad, or Android tablet, your promotions are displayed for the pilot to see while engaging with the customer service representative.

Meet Statutory Requirements

     Can your customers see the sale ring up in real-time?  “Some states–California for instance–require you to provide a front-facing screen which shows customers what you ring up as you ring it up. Turning your screen around to show customers their total after you’ve rung them up does not count. The law states that a consumer must be able to see a transaction being rung up.3  The California legislation requiring electronic POS systems to display sales data to the customer during the sales process is very specific.4  Today when we visit Target, grocery stores, or even a gas station most often there is a “pole display” visibly showing our transactional data.  

     When I developed FBO Manager in the late 1990s such displays were cumbersome and expensive.  EssintaWINGS combines the customer countertop marketing and pole display in a single application for your customer.  As described above, the software allows you to link to any secondary display device. Next, when a sales transaction begins essintaWINGS automatically displays the current sale on the screen showing: items like jet fuel and avgas, quantity, selling price, taxes, and the adjusted price.  The data is totaled for easy review by your customer.

     As a retail merchant, responding to customer needs is paramount, and there are burdens from local, state, and the federal government.  Plugging in a second, low cost device or monitor and simply clicking a button helps your business ensure compliance and drive new business opportunities.  You can see a demonstration of the EssintaWINGS Customer Countertop Marketing and Pole Display here.

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Customer Service