Room for improvement
A couple of issues ago, I posed a question: What do you like the most about your flight school, and why? ("Preflight: Flight School Experiences," December 2008 AOPA Flight Training). I also posed the question online in our blog. You responded in large numbers. What did you think?
"What fun our group has with our weekly luncheons that provide the opportunity to swap stories, inform each other of new and interesting aviation happenings, and provide a bonding atmosphere among aviation enthusiasts of all ages," another reader wrote. The meals are funded by donations from participants, and the proceeds go toward an aviation library at the airport-and a $1,000 flight school scholarship (two were given away last year).
Where you learn to fly really depends on the type of learner you are, reads a post to the blog. "Some student pilots prefer a more structured situation, and others prefer a more laid-back type of learning environment. In both cases, the net result is the same-hopefully a safe pilot who knows he or she has really just begun to learn how to fly."
"The characteristics of a good flight school vary with each individual," wrote another blog reader, who believes we need to start with the basics: quality of aircraft and maintenance, a syllabus that guarantees the material will be taught thoroughly and in a logical sequence that builds on prior lessons, customer service, a commitment to consistent improvement in all aspects of operation, and a group of instructors who care about the development and progress of the students.
A magazine reader wrote of the value of respect. "During a recent night cross-country, my instructor had time to talk. This instructor is a very honorable person, one that I respect immensely. I explained to him that what sets him apart from other instructors is his ultimate respect for his fellow man. Institutions need to remember one simple fact. Students are also customers." This astute reader noted that respect is mutual, and students need to respect the knowledge and skills that have been learned by their instructors.
Although I asked for examples of what readers liked about flight schools, you also shared with me things you didn't like. Readers told me about schools that employed poor business practices-including a case where flight-school resources reportedly were used to fund the owner's extramarital affairs. You told me about poor customer service and impatient flight instructors who seemed to expect you to know more than you did, even as a beginning student.
"The FBO where I trained has a great facility and does a great job of maintaining its fleet of trainers," commented one reader. "However, it suffers from a severe lack of what I would characterize as 'customer focus' and professionalism. I've often felt taken for granted."
What about a potential student who cannot begin training because the local flight school is not responsive? "There's a field right by my house that seems to be pretty busy. They have a flight school there and I've gone looking for info a few times. Every time I've gone there it seems like a ghost town in the offices. I've waited around for bit to try to get some info and possibly set up for an introductory flight. I've also emailed asking about the intro flight, with no response."
Flight schools, this month I'm tossing the question to you. What do you think about these customer experiences? What are you doing to attract and retain students?
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This month, Wayne Phillips writes about one of the best-kept secrets in terms of flying opportunities in the U.S. military (see "Career Pilot: Flying 'Coastie,'" page 53). It's been my privilege to meet a number of Coast Guard aviators over the years, and the flying that these men and women do is both selfless and remarkable.
Perhaps the best-kept secret, however-at least for people who aspire to fly helicopters-is the U.S. Army's Warrant Officer Flight Training Program. It's open to civilians, as well as members of the National Guard and Army Reserve, between the ages of 18 and 32. After applying and passing several tests, you can join the military (active-duty Army, Army Reserve, or National Guard) with a commitment that you'll receive flight training. We plan to look at this program in a future issue. If you want information now, Google "warrant officer flight training."
