Where Paper Slips Fail
Updated: May 31, 2018
Be it a moment where you realize you have forgotten your wallet halfway to work or arrived at the grocery store without the list you spent twenty-minutes planning out, we have all found ourselves in moments where we wish we had a backup. In our day to day life, something like that may be a minor inconvenience, but in the business world this loss of information can be a severe detriment to productivity, revenue, and customer satisfaction.
Traditionally, paper slips or physical notes have been used to manage workloads, but paper slips fail in that they require time to gather the information, can not be readily shared, and can be easily lost. In today’s digital market, it is important to record and share information as quickly and effectively as possible.
But why exactly are paper slips outdated for fixed-base operators (FBO’s)?
Avoiding Service Delays
Any business should aim to increase its efficiencies in order to reduce cost, increase productivity, provide world class customer service, and promote loyalty. The use of paper slips in the aviation industry causes a delay as Line Crew personnel have to travel to and from the runway to the hangar or office just to retrieve their next task before continuing work.
Paper slips are not easily transferable, after all, there are only as many copies as are written.
This leaves the transfer of information to be conducted through word of mouth, shared through hastily written notes with limited space, or altogether forgotten or lost. That employee would only have the information they had written. Unless they were contacted directly the updated tasks would be left incomplete.
VoyagerFBO gives users the ability to share information instantly across a number of devices. This allows employees to easily check an updated list of their daily tasks, mark them as complete, and manage their workload without having to check in with the office after each. Tasks can be edited out in the field, which allows for better collaboration between employees and cohesion across the company.
Building Customer Loyalty
New customers will often choose which FBO they want to work with based on the public view, presentability, and efficiency of the company. This is compounded by the expectation of a high level of accuracy and service expected by flight operators and their customers. Trust is built over time, so new customers tend to watch the FBO’s line crew members closely to ensure that there will be no damage to their aircraft, that all of the services they have requested are completed and that the line crew is working safely.
Historically, it was up to the dispatcher or customer to call the FBO and list which services they would like upon arrival or departure. From there, the CSR would write everything down and pass the information onto their workers. This method has proven to be unreliable as information can get copied down incorrectly, notes are lost or illegible, or additional services are added without the crew’s knowledge. What is then created is a chain reaction of inefficient behaviors. If at any point in that process the information is lost, time is wasted to retrieve it from the main office once more. These types of actions, if witnessed by the customer, shows a lack of direction and intent which may lead to a negative customer experience.
In order to offer the best service, it is important to streamline the process in any way possible, and that is our goal. With the VoyagerFBO software, the margin for human error is drastically reduced and equips everyone from management to the line crew members with the information they need to impress new clients and maintain healthy relationships with existing customers. Loyal customers will ultimately be more forgiving if there are ever service issues or price changes, and will be more inclined to refer others to your FBO.
Security is a Must
When dealing with a customer, it is imperative to protect even the most mundane parts of a customer’s accounts. Writing customer information on a paper slip or note puts their information at jeopardy if that slip were to ever go missing. Think about the amount of times that you had thought you had brought something with you, or realize that a business card slipped out of your pocket in the car. FBO’s are fast paced environment that require a lot of moving and attention to detail. It is common that something as little as a folded note could slip from one’s pocket and between a seat, or land on the runway and be blown away.
Not only does this cause employees to have to go back to base to rewrite the task list, wasting valuable time, but it also puts customer information at risk. Airports and FBO’s service a wide range of customers varying from the casual small-town pilot to celebrities and public figures. All of their information is equally important and must be protected accordingly to avoid any breaches of personal security.
VoyagerFBO’s software uses Amazon Web Services to provide seamless multi location back-ups and increased security with Secure Socket Layer encryption. Information may be retrieved via user devices through a secure network, thus eliminating the need to write down confidential customer information and avoiding the risk of information loss. Records can be accessed world-wide and edited on-demand from any internet-capable device.
While it is common to simply jot down a quick note and be on our way, it is important to utilize the tools that are available for us. Paper slips are easily lost, offer no security measures, and create an environment where employees are spending as much time retrieving information as they are completing the tasks.
The use of paper slips is outdated as a general practice, but all too often we see FBO’s using this method to keep track of services needed, completed, and invoiced. This can lead to a number of issues when it comes to billing where there are few ways to confirm that the services requested were completed, save for going out to physically check. This leads to an unreliable set of records with little accountability for the work that has been done.
VoyagerFBO uses a system that allows users to view their personally assigned tasks via a compatible device like their cell phone, increasing accountability and accuracy. This software will help minimize errors within your FBO while keeping the most up to date customer information available at all times. Moving from a classical management model and into the modern digital realm will not only cut cost, but allow your FBO to offer the best service possible.