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“ We have almost a shopping mall type of area for people who need all the different services when they come to Fort Lauderdale ,” Campion said . “ By having service providers , that brought more business to us .”
When asked if he was comfortable being called a visionary , Campion said perhaps , but it ’ s more about building things very systematically .
“ We have our best practices and our operating procedures all written down , so when you have a teammate come on board , they know the Banyan way of doing business ,” Campion said . “ It really clarifies for the teammate what the rules of engagement are , but they can go out and do their own magic . We tell them to learn the customer ’ s name , likes , and dislikes . What can you do that they would appreciate ?
Get to know them as a friend who you are thinking ahead for ; act as an extension of their crew .”
Once these things are learned , Campion said the team has disciplined itself to document all the little pieces of information so the whole team can be good at what they do . That level of detail and service explains why Banyan Air lands 80 percent of the fuel business at the airport , even though their prices are a little higher .
“ We give the customer an experience that is unique in the industry ,” Campion said . “ All the ideas aren ’ t coming from my office ; they ’ re coming from the people who are serving the customer .
“ We are a force in the industry , but the ‘ Banyan Way ’ is what works best between the team and the customer , not what works best in my office .”
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