Signature Receives Top Honors at 2009 Leadership Conference

At a time when so many corporations nationwide are feeling the impact of the ailing economy and sacrificing customer service for the sake of revenue, Signature Flight Support’s (SFS) Huntsville-based operation remains true to its mission, which recently earned it top honors at its 2009 SFS Corporate Leadership Conference. SFS Huntsville earned the distinction of having the highest overall customer satisfaction rating among more than 100 SFS locations worldwide. The ranking is determined using the customer service loyalty index, an independent survey developed, distributed, and reported by People Metrix. The survey has been in use by SFS operations worldwide for more than four years. The Huntsville operation has been in the top 10 previously, but this is its first year to take top honors.

General Manager of SFS Huntsville, Chip Luttrell, attributes the customer satisfaction rating of his operation to a very customer-centric focus. Luttrell and his staff tailor their services to fulfill each customer’s individual needs. According to Luttrell, “Having the right people in the right positions makes all the difference. For example, we have a position known as the air concierge, which is dedicated entirely to assessing the needs of each pilot that uses our operation and ensuring that we are providing each pilot with all the services he or she needs for a safe, swift, and satisfactory flight as well as meeting his or her needs while on the ground utilizing our facilities and other amenities.”

Luttrell believes that providing a consistent level of superior customer service year after year has helped build the reputation of SFS Huntsville. Not only does the Huntsville location meet the corporate standards, but it makes every attempt to exceed those standards in terms of quality, such as serving Starbuck’s coffee versus a cheaper brand. Luttrell believes it’s the little things that add up over time to produce a positive image and lasting impression, thus creating customer loyalty.

In addition to its ranking of highest overall customer satisfaction, SFS Huntsville was also recognized as raising the most money per employee for its corporate charity, Give Kids the World, which provides memorable, magical, cost-free experiences to children with life-threatening illnesses and their families. The Huntsville operation raised more than $12,000 with total corporate contributions mounting in excess of $225,000. The award marked the third consecutive year the Huntsville operation has earned this distinction. Weekly luncheons, a dunking booth and BBQ, silent auctions, and a car show were among the numerous fundraisers that helped SFS Huntsville to surpass its goal. Luttrell admits that the outpouring of support by customers has been truly remarkable – from donating silent auction items to pledging contributions. And even University of Alabama football coach, Nick Saban, has been gracious enough to sign footballs for the auctions, bringing in among the highest bids for the year. SFS Huntsville is determined to make it four consecutive years as the highest contributor and raised over 100% of its goal amount for the 2009 calendar year.