Contract pilot finds key to success in customer service
Louisiana-based contract pilot Doug Lea is technically on vacation, watching the Sunday afternoon airshow at the Sun ‘n Fun Fly-in in Lakeland, Fla., when

Louisiana-based contract pilot Doug Lea is technically on vacation, watching the Sunday afternoon airshow at the Sun ‘n Fun Fly-in in Lakeland, Fla., when his pager goes off. Seeking a location somewhat sheltered from the overhead noise, Lea whips out his cellphone and returns the call, knowing it is one of the seven clients for whom he is currently flying. This client, it turns out, is seeking some advice on where to take his King Air 200 for maintenance. Though this is an issue that Lea and his client had already addressed before Lea’s vacation, he spends approximately 15 min talking the client through various options.

“Accommodating my clients is my number-one priority as a contract pilot,” Lea told AIN. “My being accessible anytime, anywhere, is very important to my clients. I try to deliver the best service possible.”

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