Million Air Spring 2021

MILLION AIR

Take off Welcome aboard, and welcome to the world of Million Air! It is five times as costly to acquire customers as it is to retain them. Keeping them is about meeting and exceeding their expectations. Developing a winning relationship strategy means thinking about all aspects of each customer’s interactions with you — and not only about them, but about the people, processes, technology and organizational structures that underpin them. Every action, interaction and even non-action with a customer leads down one of two paths — one that builds a relationship or one that erodes one. You either make the customer feel good, appreciated and important — or you don’t. With only two choices, this business of serving guests seems relatively straightforward: Focus your energy on taking the high road to building long-lasting relationships, and do everything possible to stay off the alternative pathway. We all know it’s not that simple. Too often, we get distracted. We lose focus on what is most important. We get caught up in the daily grind. We focus more on what is important to us, and less on what is important to our guests. We worry about how we feel. We worry about making quarterly earnings, making our boss happy or getting home on time. But our guest only cares about how they feel. Every time we focus on our problems, and ourselves, we start going down the wrong path. It’s normal; we are human. But if we recognize this weakness and ensure enough emphasis is placed on countering the tendency, especially at the most critical moments, we will win — and so will our customers. The next time you are faced with a customer complaint, staffing crunch or scheduling conflict situation, think about the customer relationship, and what will happen to the relationship with your next move. Think twice about how it feels to be on the other end. You are at the fork in the road every day. Think carefully about which path to take. Customer loyalty is the key to the success of the Million Air network. We see our task clearly: to give the best customer experience possible. Everyone at Million Air looks forward to providing our customers with the exceptional service they’ve come to expect when visiting one of our locations. Million Air continues its unwavering pursuit of 'Service Excellence.' I personally invite you to email me on how we can improve our focus, so that we may remain worthy of your continued loyalty. Whether for business or pleasure, we want your travels to be safe and memorable, and your arrivals tailored specifically to you and your needs.

Keep ’em flying...!

Roger Woolsey CEOMillion Air ceo@millionair.com

PARTNER WITH MILLION AIR AND REACH THE ELITE Become an exclusive partner of Million Air, North America’s premier private airport terminals. By placing your print ads in Million Air Magazine or displaying your product at one of our 30 terminals, your marketing message will speak directly to an audience of the highest net worth individuals on the planet. We welcome more than one million passengers annually, each with an average net worth of $3.6m. So climb aboard the Million Air Collection and gain a first-class, all-access pass to the world’s wealthiest consumers. For more information contact millionairmagazine@millionair.com