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ExCEPTIONAL PEOPLE Exceptional Service

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ExCEPTIONAL PEOPLE Exceptional Service Powered By Docstoc
					exceptional people
    Exceptional Service
                                                                                                                                                                                           Sterling Aviation




                                                                                       c l i e n t- f o c u s e d
                                                                                              growth
                                                                              The period since the formation of Sterling Aviation a little more than three years ago has
                                                                              been one of consistent excitement, success and expansion – in our fleet, our activity
                                                                              levels and our revenues. It has also, we’re especially pleased to say, been a time of
                                                                              growth in the ability to serve our aircraft owner and charter clients.

                                                                                                            We have invested in significant facility upgrades at our
                                                                                                            Milwaukee base, including a totally reworked arrival and
                                                                                                            departure terminal and a stand-alone Part 145 certified repair
                                                                                                            facility. We are actively exploring opportunities for additional
                                                                                                            Sterling facilities in other key locations throughout the
                                                                                                                                                 25
                                                                                                            country. We have substantially increased our lift capacity in
                                                                                                                                                20
                                                                                                            all jet and turboprop aircraft classes, through our own fleet
                                                                                                            additions and through new relationships with other providers.
                                                                                                                                               15

                                                                                                            We have deployed technology, across the organization, that
                                                                                                                                            10
                                                               rob gort and roger banaszak                  allows us to do our jobs better and more efficiently.
                                                                                                                                                  5

                                                                              Most of all the past three-plus years have been a time of growth for our people – not only
                                                                              in numbers, but more importantly in the skills, dedication and sensitivity our people




                                                     ‘‘                       bring to every client interaction. They are the essence of what has
                                                                              come to be known as The Sterling Experience.
                                                                                                                                                        OperatiOnal perfOrmance

                                                                                                                                                          n revenue




‘‘
                                                                                                                                                          n number of aircraft Under management
                                                                              In the pages that follow, a number of Sterling associates share             n charter Hours flown



                                                                              their feelings about what makes Sterling a special place for them
                                                                              and for our clients. They talk about the satisfaction of delivering
                                                                              exceptional service, of understanding and anticipating client
                                                                              needs, and of making the impossible seem routine.                          2003          2004            2005           2006


                                                                              And while their words and pictures will, we hope, offer a compelling account
 the Sterling family of associates is committed to providing
                                                                              of today’s Sterling Aviation, there’s no substitute for seeing, feeling and living the
 absolutely the highest levels of safety, convenience and                     Sterling Experience first-hand. We look forward to welcoming you aboard!

 comfort. compromise for us is not an option.
 	                            dan and chris doerr
                              Co-CEOs
                                                                              rob gort                                       roger banaszak
                                                                              President and Chief Operating Officer          Vice President of Marketing & Sales
Sterling Aviation




                                                                                                                                          “Sterling pilots inspire
                                     rising above                                                                                          confidence and trust
                                        the r e s t                                                                                        through their experience,
                                                                                                                                           professionalism,
                     The pilots of Sterling Aviation, nearly 30 in all, love to fly. Their pride and enthusiasm                            communications skills and
                     pervade everything they do. As Frank Duckwall, a third generation professional pilot,
                                                                                                                                           positive attitudes. Our focus
                     puts it, “Flying is literally in my genetic code.” Alvin Gonzalez, also from a flying family,
                                                                                                                                           is making every flight the
chad weber           says a passion for flight energizes him to “go above and beyond” expectations. “I want
Pilot                                                                                                                                      safest and most enjoyable
                     to see smiles on our clients’ faces.”
                                                                                                                                           it can possibly be.”
                     And, as Chad Weber observes, all the pilots recognize the value of being part of a
                                                                                                                                                        chris mayer
                     full-service aviation company. “The flight experience is our major responsibility, yet                                           Director of Operations
                                                                                                                     frank
                     it’s only one aspect of the total Sterling Experience. The Sterling team, right up to top       duckwall
                                                                                                                     Chief Pilot
                     management, supports us so that we can concentrate on our mission to deliver safe,
                     comfortable and on-time air travel.”



alvin
gonzalez
Pilot
                                          handling
                                        all the d e t a i l s                                                                                                                  “internally, our world is
                                                                                                                                                                                driven by details. But to
                     Dispatch and Client Services form the nerve center of Sterling Aviation – coordinating                                                                     the client the feeling must
                     everything from the initial reservation to the trip’s completion. Flight schedules are                                                                     be seamless, and the
                     formulated, aircraft assigned, ground transportation and other arrangements finalized.          nicolle                                                    result must be a genuinely
                                                                                                                     krzyzanowski
                     It’s a job that demands perseverance, creativity and a healthy dose of empathy. As Carrie       Flight Coordinator                                         pleasing travel experience,
                     Hoff says, “We always try to put ourselves in the client’s shoes – to visualize the total
                                                                                                                                                                                start to finish. We’ll do our
                     travel experience.”
                                                                                                                                                                                best to move mountains
                     It also involves getting personal. “At Sterling, we feel personally responsible for all our                                                                to make sure the client is
                     clients,” says Nicolle Krzyzanowski. “That means being proactive, double and triple                                                                        satisfied.”
carrie hoff
Flight Coordinator   checking everything, always giving honest answers, and never making excuses.”
                                                                                                                                                                                        brian gillespie
                                                                                                                                                                                            Charter Manager
                                                                                                                                                                                                    Sterling Aviation




“Spotless airplanes, great
 food, special touches are
                                                                                                                 a n t i c i p at i n g
 elements of what we do.                                                                                              needs
 most of all, though, it’s a
 sincere sense of caring –                                                                  Superb service is a fine art – requiring the innate ability not only to hear what a client says,
                                                                                            but also to feel all that he or she means. At Sterling Aviation, service is making sure the pre-
 treating every client as an
                                                                                            ferred wine label and vintage is on board. But it’s also a gentle touch of reassurance for the
 individual – that makes the
                                                                       carrie lynn          passenger who may be uneasy traveling by air. It’s all about creating confidence, as defined
 experience memorable and                                              wicht
                                                                       Flight Coordinator   by individual client needs. “We work hard to be in tune with our clients, alert and responsive
 brings out smiles.”
                                                                                            but never intrusive,” Ann Brennan explains.
         sherry jandorf
           Lead Flight Attendant                                                            Or, as Carrie Lynn Wicht sums it up, “Clients need to know they can count on us to handle all
                                                                                                                                                                                                ann brennan
                                                                                            the details, no matter how small, so that their trip will be as effortless as possible.”            Aviation Concierge




                                                                                                                    d e v o t e d to
                                                                                                                      s e rv i c e
                                                                                            Like all the people of Sterling, Dean Hunt enjoys meeting clients. But he prefers that his
                                   “in preparing an aircraft,
                                                                                            work remains woven into the background fabric of the Sterling Experience. “When we do our
                                    we ask ourselves one
                                                                                            work exceptionally well, we hope the client will not notice,” Dean says. “From the time they walk
                                    simple question: ‘Would                                 through the front door, to the point they get back into their car and drive away, clients should
                                    we feel 100% secure flying         dean hunt            feel total satisfaction.” And it’s often extraordinary efforts behind the scenes that create
                                                                       Customer Service
                                    on this plane ourselves?’          Manager              this satisfaction.
                                    Only when the answer is
                                                                                            “One client likes bagels from a specific bakery. Another has allergies so we make sure she
                                    ‘yes’ will an aircraft be
                                                                                            has her own blanket on every flight. Once, I had to go to four stores to find a particular
                                    released for flight.”
                                                                                            brand of liquor,” says Marlene Crowley. “Whatever a client needs, we will not stop until            marlene
                                                                                                                                                                                                crowley
                                             kurt schlamer                                  it gets done.”                                                                                      Customer Service
                                             Director of Maintenance
                             Charter • Management • Acquisition • Maintenance
5480 South Howell avenue   milwaukee, Wi 53207   ph 414.744.1300   fx 414.744.0547   www.sterlingaviation.com

				
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posted:8/18/2011
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