The personal touch often makes good service great, and this principle underpins the work of California brokerage Jet Productions Worldwide Inc, which celebrates 16 years in business in June.
Based at Van Nuys airport, founder and president Kim Scolari says attention to detail has been instilled in her from the beginning of her training: ®I started my career as a flight attendant on board a Saudi Sheikh's private Boeing. Service was opulent, every meal was presented on Royal Doulton china and even a glass of water was served in Baccarat crystal with a flower and a mint. We ordered food from the best five star restaurants around the world or cooked it fresh on-board. I was trained to pamper the client, to accept the challenge of last minute requests, to source the best catering and to see to it that the client had every amenity requested for the flight, and then some.®
Scolari continues: ®For me, broking is much more than just sourcing a jet, providing insurance, auditing records and then ordering a sandwich tray. I truly believe that my clients deserve the best on-board service possible. Whether I am organising a simple trip to Las Vegas or an eight-week music tour, I like to be very hands-on with all aspects of the trip. Every detail is important to me and I try never to utter the words 'no', or 'it can't be done'. I try my best to figure out a way to satisfy every crazy request.®
Scolari acknowledges that it takes someone who really loves what they do to look after these high profile clients. ®To this day,®
she adds, ®I love my job. I love not only sourcing the jet but sourcing the whole package: restaurants that package food just right for a jet; a bakery close to the airport that has organic gluten free donuts; providing an initialised cashmere throw for each passenger on a European tour; finding a small flower vase that fits perfectly in the cup holder. A happy day for me was finding out that a gourmet catering company had opened nearby, making it quicker for me to pick up fine foods locally rather than driving over the hill. It's the simple things really that make the flight memorable. Superb service is in caring about the client, pampering them. That's what keeps them coming back, especially in these days of automated service, and we would never offer that.®
Scolari started the company back when there were only a handful of brokers. She says: ®We were pioneers. And I see a good, long future for boutique brokers like us as customers seek out old school customer service.®
Scolari has recently teamed up with Sun Air Jets of which she says: ®This mutually beneficial relationship will allow us to offer our clients more services such as aircraft management and sales.®