TMAAT/HR Flashcards
Why do you want to work at NetJets? (4)
Largest private jet company, and ONLY private jet company with AQP. - Speaks volumes about the companies commitment to safety and professional excellence.
Lots of opportunity for professional development and career growth with 9-10 different types of aircraft in the fleet.
Opportunity to be Home-based, with flexible scheduling.
DEN
ASE (Aspen)
COS
DRO (Durango)
EGE (Eagle)
GJT (Grand Junction)
HDN (Yampa/Haden)
The ability to make real, lasting connections with PAX, Owners, and crew.
Upgrade time is longer, which to me, is a good sign that people like it.
Tell me about a time when you had a very unhappy customer, and how did you know and deal with it? (2)
Offered to step in and be the Primary CFI for out-of-state clients. Traveled out-of-state and stayed overnight to conduct flight training with them to try and make things right, as when they arrived the VP had promised them 2 CFIs would be exclusively available to them and that did not happen.
That being said, I try to go above and beyond for every flight. I try to know the customers history and personality, or pick up on cues that help me understand them on a more personal level. I use that information to make their flight experience superior to other experiences. For example at EDV I could let passengers visit the fligth deck, give out wings, and get them a snack or a card. Whatever it takes to have an elevated experience!
Relate a time when you had a problem with a fellow crew member, and what did you do to resolve it? / A time when CRM broke down. (1)
CA at EDV would not stop talking to a B6 jump-seater in the flight deck. Missing calls and triggers, not running checklists.
I used an assertive statement to get the CRM back on track. This entails, using direct contact, stating my concern, proposing a solution, and then asking the individual for input.
“Joshua, I am worried about missing ATC instructions - lets maintain a sterile cockpit. What do you think?”
We worked well together for the remainder of the trip and when we were done, he apologized and admitted to being in a sour mood from something that was going on at home.
Lesson learned to never take things personally when you have a job to get done. Work through your conflicts in a professional manner and never jeopardize the safety of others.
When did you go above and beyond to exceed a customer’s expectations? (1)
STAR method (Situation, Task, Action, Result).
We had clients, a father and son, start training with us in January from Kansas. They made arrangements to shut down their family farm to be in Denver for training with IA for 2 months.
In early March, they had to return to Kansas, and both were in their final stages of training.
They were trying to make some times work to travel back to Denver, and it was very difficult to schedule. I offered to bring a company plane out to their home airport in Kansas, and conduct training with them for a few days at a time! They were extremely grateful and made note that this was exactly the kind of service that set us apart from other flight schools.
Tell me how you define “elite service” what’s my philosophy of it? How far would I go to achieve it? (3)
Integrity. Safety. Going above and beyond what is expected.
I always try to take care of my clients’ and passenger’s needs - and when you are able to have meaningful connections, this usually makes it easier to personalize your service and make a lasting impression.
I pride myself in being able to provide safe, legal and efficient service. These are not things I will jeopardize for any reason.
What do you know about NetJets? (4)
NetJets operates the largest, most diverse private aircraft fleet in the world. QS on the tail number = Quality Service?
Unwavering commitment to safety, service, and unmatched global access - only private jet company with approved AQP!
NetJets is a subsidiary of the Berkshire Hathaway company.
NetJets has signed an exciting new deal with longtime partner Embraer, for up to 250 Praetor 500 jets, with deliveries set to begin in 2025.
Why did you leave your prior employer? Why are you considering a job change at this time? (4)
Former employer did not have healthcare, retirement or any other benefits due to their small number of employees.
Soon after I was hired, I discovered that I had major differences with management on safety standards, customer service, and the level of integrity needed when running an aviation business.
The company had no policies, procedures, or record keeping in place for safety reporting. When I was hired, I had meetings with WBAT representatives and presented my findings to management - they did not see the value in investing in safety reporting tool like that.
It also became apparent that management’s customer service philosophy was to “put out fires,” instead of addressing the root cause and making proactive changes. I think it is most efficient to be proactive, not reactive, especially in an environment with high net-worth clients who are paying for above and beyond service, and in such a dynamic environment such as aviation.
Finally, I was told along with many clients, that IA was in the process of hiring a Chief Flight Instructor to support to company, and that their Part 135 operation would be up and running with their 3 Vision Jets within the month…..That was in January. The 135 is still pending approval - and that has caused a lot of confusion and upset amongst clients and investors, and instead of hiring a Chief Flight Instructor, management decided to hired a full-time United Airlines CA, in April, to get typed in the SF50 with no additional obligation to support flight instruction, customer service, or the Part 91 side of things.
After 4 months with IA, I had seen enough and decided to bring these concerns directly to the President.
My concerns went unaddressed, and on May 15, the President and I decided it was best for us to part ways due to my ongoing concerns, and the direction in which the President wanted to company to go.
What is your customer service philosophy?
To exceed every owner’s expectations while maintaining safe operation of the aircraft. Anticipate client needs, and be proactive in addressing them.
What are the qualities of a Professional Pilot?
Safe, law abiding, self-improving, technically competent, good communicator, and team builder.
What would I do to make a owners flight more special for their trip on vacation?
LISTEN TO WHAT THE OWNER WANTS. THE RULE OF THUMB IS #1 SAFETY, #2 FAR REG/POLICY, #3 WHAT THE OWNER WANTS, ALL IN THAT ORDER.
The NetJets motto is:
“Our goal is to enhance the life of each Owner, one exceptional travel experience at a time,” so do your best to place the Owner only second to safety in your scenarios.
