Short of going to the moon, skydiving is the greatest adventure life has to offer. Everyday lives are changed & comfort zones blown wide open! Skydiving is therapy and a respite from the grind of life. Having a bad day? Make a jump and see if it's as bad when you land.
An Activity or an Experience?
So, what are DZ's offering? Many DZs sell the experience while others sell an activity. We have all seen these things: Instructors who look as if they just got out of bed, ripped or dirty jumpsuits, staff arriving late, foul language within earshot of students, sexual innuendo or inappropriate jokes about death, the list goes on. We've witnessed it, yet we're not surprised by it. The expression "It's skydiving" is the blanket phrase that's thrown over this behavior. Let it be made clear, It's NOT skydiving, it's a mentality.
The mentality derives from the origins of our sport when DZ's were built on an individual's passion to continue to jump post military service versus the creation of a DZ with a viable business plan. The introduction of tandem skydiving created a sustainable business model which has allowed for major skydiving centers like Chicagoland Skydiving Center, Skydive Spaceland, Skydive Carolina and Skydive Elsinore to thrive. The reality is the sport is still extremely young relative to other sports and we are still finding our way into the mainstream. To get there we must break the mentality that excuses poor service.
Skydiving has evolved from barnstorming DZ's to multi-million dollar facilities
Breaking the Chain
The majority of DZ decision makers hire by plugging in an individual's experience level into the position while forgetting a more important consideration: a passionate personality. If greater significance was placed on one's personality first and years in the sport second, there will be a major shift in the business of skydiving. Having an instructional staff that is passionate about pleasing the customer will benefit the DZ with additional business- GUARANTEED. I'm not suggesting safety be compromised by hiring less experienced instructors. I'm suggesting that DZO's be more selective in the people they hire by weighing personality as heavily as experience.
Customers want to have a relationship with a person not with an organization. Personal touch is what takes a company from good to great. Happy customers will create a word of mouth marketing campaign more valuable than any mass media expenditure from a DZ. Great customer service is a DZ's greatest marketing plan.
All of us are consumers. If we spend more than US$300 for a service (tandem plus video and stills) what would the expectation be for the kind of service we should receive? Add the variable of a high risk activity and we'd like to feel that we are being well taken care of. Negative attitudes cannot coincide with the business side of the sport. Our sport is too good, too fun, too pure, too life changing to be anything other than the greatest experience in the world with the greatest people.