So you’ve listed your private hangar on Daily Hangar and already have a few reservations in the works. Now you can sit back, relax, and watch the reservations keep coming in, right?
Not exactly. A big part of building your reputation as a hangar host (and attracting ongoing renters) is getting positive reviews from pilots who rent your hangar. And 5-star reviews don’t happen by simply listing your available hangar space.
Taking proactive steps to provide excellent customer service as a hangar host is important for getting great reviews. From being friendly and responsive to providing a thorough and detailed description of your hangar, here’s how you can get 5-star reviews as a hangar host on Daily Hangar.
1. Be Attentive & Available
Your messages are your first point of contact with pilots looking to rent your hangar. It’s important to check your messages frequently and to promptly respond to any questions or concerns.
To read your messages, login to your Daily Hangar dashboard and click on the second tab that reads “Messages”. You’ll be able to read any new messages from pilots, as well as send out important logistical information.
You can use your messages to send important logistical information and instructions to the pilot after they book. For example, you can coordinate an in-person meeting to let them into your hangar, or you can provide a lockbox code if you won’t be available to meet.
You can also provide them other information, like which direction the hangar door faces, how to lock up the hangar, and close-by accommodation choices if the pilot needs a place to stay for the night.
Other ways to offer five-star service:
- Contact the pilot a few days before they arrive and ask if they have any questions or special requests.
- Make yourself available by phone at all times to answer any questions during their stay.
Responding quickly and thoroughly to your messages will make pilots feel like you’re an attentive and careful host, and that they’re being well taken-care of. Going above and beyond to provide excellent customer service can come back to you in the form of a great review.
2. Be Thorough and Descriptive
When listing your hangar space, it’s important to take the time to be as thorough and descriptive about your hangar as possible. Just like renting a hotel room, clients want to know exactly what they’ll be getting — from the size of the accommodations down to the amenities.
When you add your hangar, be sure to fill out all the available descriptions:
- Unique hangar name
- GPS coordinates
- Hangar website (if applicable)
- Type of hangar (Single-space, box, plane port)
- Size of hangar & hangar door (in feet)
- Enclosure type
- Hangar amenities
The more information a pilot has about your hangar, the clearer their expectations will be (so there won’t be any misunderstandings or surprises when they arrive).
You’ll also want to be sure to add detailed information in the “Hangar Directions” field when adding a new hangar. Like your messages, this where you can add detailed information about how pilots can get into your hangar, lock it up, and more. For example, you can write things like “Example: “Upon landing, navigate toward the southern-facing side of the hangar. Call my cell, and I’ll come outside to meet you and let you into the hangar.”
Beneath the “Hangar Directions” field, you’ll find a box for your security/access information. This is where you’ll give pilots instructions about how to enter the hangar space and keep it secure.
For example, you could write: “If I’m not available to meet you directly, the door will be locked. The lockbox passcode on the door is 2114. There is road access through the back door of the hangar. Please be sure to keep all doors locked during your reservation.”
Being as thorough and detailed as possible with these fields will ensure the pilot knows exactly what to do from landing to take-off. The last thing you want is a pilot calling your cellphone at 2am because they don’t know the lock-box code, or leaving a negative review because they couldn’t figure out how to securely lock up your hangar.
3. Be Friendly and Welcoming
This one is a no brainer when it comes to getting great reviews. If you plan on meeting the pilot in-person at your hangar, be friendly and welcoming. Not only will they have a positive experience as a renter, but they may become a life-long connection in the aviation industry!
If you can’t meet the pilot in person, be friendly in your messages or over any texts or phone calls. A warm and welcoming host is always a plus for any pilot, and will encourage them to rent your hangar again in the future.
4. Give Positive Reviews
Getting a positive review is a give-and-take process. Part of receiving good reviews is putting in the time to give good reviews after a pilot has rented your hangar (assuming they really were a great guest, of course!).
Daily Hangar users who see that you routinely provide thoughtful, positive reviews for pilots will see that you’re an active and engaged member of the Daily Hangar community. This will encourage them to boost your reputation with positive reviews, too.
Daily Hangar is an excellent way for hangar hosts to offset the cost of their hangar and turn their empty hangars into a long-term investment. From FBOs with under-utilized hangar space to private owners looking to turn their hangar into a money-maker, here’s how Daily Hangar can help you make the most of unused hangar space »