After many years of faithful service, the Exxon Tiger has been retired, replaced by a new customer service program known as PremierSpirit. With the merger of Exxon and Mobil, it was decided that a new image was in order. From a more practical perspective, the new program has added the input from schedulers and dispatchers to the FBO evaluation process. Richard Oldham, ExxonMobil Aviation’s U.S. general aviation manager, said, “If we are going to obtain a full and balanced evaluation of the service Exxon-branded FBOs are providing, the input of schedulers and dispatchers must be included along with the input from our pilot customers.”
Under the PremierSpirit program, all such members of flight department teams are encouraged to complete evaluation forms rating the FBOs’ service, image, quality control and overall business performance. The FBOs are rewarded for top ratings at the annual PremierSpirit meeting in the spring. Those who fill out the forms are rewarded with gifts, including flashlights and die-cast airplane models.