Where Everybody Knows Your Name

It’s the refrain

It’s the feeling you get when the clerk at your regular store held back a shirt in your size, because she thought it would look great on you (and it really does).

It’s the sense of belonging you get every time you call or visit Your Personal Jet Company: where everybody knows your name.

Talented Client Services Specialists across the country deliver a level of personal service that makes you feel at home. Jet Linx Client Services Specialists are responsible for planning trips: from quoting trips to ordering catering, from chocking planes (putting blocks in front of the wheels) to special handling (what we call all the little details that make a world of difference with each flight). In order to be able to flawlessly execute such a wide array of tasks, our Client Services Specialists participate in recurrent training at the National Operations Center in Omaha, Nebr., taking their lessons learned and best practices back to their Base.

“When we are able to get such a talented team from around the country in the same room, it’s electric,” said Missy Kemp, Client Services and Training Manager. “The best practices, stories, and ideas shared among the group are more valuable than any experience we can provide in initial training.” Kemp oversees the Client Services teams nationwide, and prefers the large group recurrent training as a way to elevate the shared experience of Jet Linx clients and aircraft owners – no matter their local Base. “Being able to connect with other Client Service Specialists and gain insight and creative ideas on what works for their individual bases is incredibly helpful,” said Ellen Polcari, Jet Linx Scottsdale Client Services Specialist. “I walked away from the training with so many fantastic ideas and stories that I couldn’t wait to get back to Scottsdale to share.”

Recurrent training is a chance for the client services specialists to compare notes and find out how each Base team works individually to support the overall Client Services team. “My favorite day of this last session was the last day of training,” Kemp recalled. “It was unstructured in a sense, and the team took turns sharing their personal best practices, which were so valuable to hear. We all broke out in applause and cheering when we learned a way another team does things that can improve all of our daily lives.” The teams often work together when Jet Linx clients fly from one Base city to another, and the chance to work face-to-face and coordinate care has an impact for the client – and for the team at the other end of the flight.

Tami Reynolds, Jet Linx Atlanta Client Services Specialist, mentioned a favorite client of hers who often travels between two Base cities and is able to see Jet Linx teams on both arrivals and departures. “I love that he goes from Atlanta to Dallas and he is always in the best of hands,” she said. “Finally meeting some of the people working at other bases has helped. I feel like my clients are ‘mine’ and sending them off to another Jet Linx Base, knowing the face on the other end has made it even better than before. I know that my team doesn’t stop here in Atlanta.”

Sometimes, the team must be mobile in order to make the most out of a client’s trip. Polcari recalled a time she and Jacqueline Cesar, another Client Services Specialist in Scottsdale, traveled to meet a flight. “Jacqueline and I took an empty leg up to Sedona to meet a new client who was departing out of Sedona,” Polcari remembered. “She was so surprised to see us there and so appreciative that we came up just to meet her. Jacqueline and I walked away from the experience having gained a new friend.”

Reynolds cites her passion for the people she works with as her reason to Supply the High 5 (learn more about our core values at right) every day. “I love my team and I love my clients,” she said with a smile. “When you love what you do and who you do it with, you never really work: you enjoy it too much to call it work.” The Client Services teams at each location often grow to become good friends because they work so closely together. Even though each location can seem isolated from the rest of the larger team, recurrent training brings everyone together for the greater goal: providing the best customer service to every client on every flight.

“It’s easy for us to get accustomed to our normal day-to-day, but recurrent training offers something more,” Kemp mused. “A feeling that we are larger than our Base, and that we are a team of 40, strengthens the Jet Linx bond and our commitment to providing each client a sense of community.”

Our core values were not manufactured or created in a vacuum – they were discovered by looking at our team! Click here to learn more about our values.