Ground Support Worldwide - 14

COVER STORY

all, FBOs require?
JD: An airport authority should have
minimum standards, which can specify what
services an FBO must provide. For example,
at a commercial airport FBO, services providers may need:
* Fuel trucks
* DC ground power
* Safety cones
* Nitrogen services for tires
* Oxygen service for cabins
* Aircraft door carpets
* A forklift for cargo
* Forced air pre-heater for reciprocating
engine aircraft, specifically in northern
climates
* Belt loader
* Lavatory cart
* Potable water cart
* Adjustable, portable stairs
* Ladders
* Multi-function towbars
* Tugs with different drawbar capacity
GSW: With these types of common
equipment needs in mind, which types of
GSE are generally not necessary for FBOs
to keep on hand?
JD: Unless you handle military and Part
121 airline charters, there is less need for an
air start.
GSW: How is size or capacity of GSE
units influenced when spec'ed for FBO
operations?
JD: On average, ground power needs are
limited to 28.5VDC unless you see a lot of
Boeing Business Jets (BBJs). Tow vehicle drawbar requirements are less
given the smaller ramp weights
of the aircraft. I like to see at

least one tug with at least a 10,000-pound
drawbar. The long-range aircraft market is
hot, and we are seeing more large business
jets. For a forklift, minimums would include
a 5,000-pound capacity with a 144-inch
mast height.
GSW: How can geographic location,
climate, traffic volume and other factors
influence a ground handler's need when
selecting GSE?
JD: The southern climates will have more
call for cabin air conditioning on the ramp.
Northern climates must have deicing capability, and more customers are looking for
anti-ice capabilities as well.
GSW: What other factors do FBO managers need to consider when selecting GSE
for their station?
JD: Customers expect GSE to look clean
and well-maintained. You don't give the customer confidence when you plug in a rusty
GPU leaking oil and belching blue smoke
into their $30 million jet. Consider your
branding on GSE. We advertise our flight
training on our refueling trucks.
GSW: What challenges come with supplying GSE to FBOs?
JD: Most FBOs will have higher standards
for incoming GSE. We don't like scratches
on the finish. We may press an OEM for
solutions to even minor technical problems.
GSW: Do FBOs have unique challenges
when it comes to managing their GSE?

JD: We don't buy on
volume like the airlines.
This puts the FBO at a pricing
disadvantage. And some OEMs
may be less responsive to the problems of an FBO.

14 GROUND SUPPORT WORLDWIDE

AUGUST 2019

Also, corporate customers are beginning
to ask many FBOs about green technology
in their GSE.
GSW: How much stress is placed on GSE
budgets as pressure to invest in the latest
technology increases?
JD: A tremendous amount! Most of your
smaller FBOs run off of very tight budgets.
Customers want the highest quality GSE, but
often don't realize just how expensive it is.
Calculate your forecast return-on-investment (ROI) to assist in purchasing decisions.
But then calculate your real ROI after a term
of ownership. Most people don't, but it can
tell you a lot about your purchasing decision
and GSE management.
GSW: Aside from financial considerations, how can employee training requirements influence GSE purchasing decisions?
JD: High turnover and or low-quality
employees can be very hard on equipment.
Many entry-level workers have little experience operating different types of equipment.
As I said before, the easier to use, the easier
to train on, the better. If you hire people that
enjoy helping others, we have found everything else falls into place.
GSW: Is the lifecycle for an FBO's piece
of equipment longer than similar equipment
used in a commercial setting?
JD: Not necessarily. It depends a lot on the
type of business an FBO sees. Smaller ones
with low volumes can make theirs last a long
time. Busy FBOs may use theirs up quicker.
GSW: When addressing GSE, how much
is service and customer satisfaction driving
an FBO's decisions?
JD: Customer satisfaction is everything! Treat every person, from a one
seat crop-duster pilot to the business
jet pilot to the airline cabin crew the
same - like they are guests in your
house. Regardless of whether it is a
scheduled airline, airline charter, corporate, military or family taxiing in for lunch,
people expect the station or FBO to have the
resources to service them and return them
to the air quickly and safely.
Remember, aircraft do not buy services
and fuel from you - people do. Our stated
commitment is always "Done right, on time,
and with a smile."

Ground Support Worldwide

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