skycat123

Jumped with Gerry LaLonde at Indiantown in late '60's. Remember him as one of the nicest guys at the dropzone, always in high spirits and just a fun guy to be around. Saw his brother Jack, who I had not seen in over 40 years, at the SFPI Reunion / Poppenhager 80th Birthday celebration in Palatka, May 2014--and learned of Gerry's passing. Going to try and upload a picture from '69-'70, of Gary Corderman (left), Gerry LaLonde (center), Gerry Morris (right).

In my view, #5 Win the Customer is most important. Coming back after being away 40 years, but did work at a skydiving center full-time in late 60's. I was surprised that less than 5% of tandem jumpers comeback for further instruction. However, when I see them sitting by themselves, after doing the waiver paperwork, and just waiting for their turn to be called it does not surprise me. They see canopies and their single freefall and think that is what this sport is about. Show videos in waiting area, encourage staff but most importantly other regular jumpers to engage these folks in conversation and make them feel welcome-- give them a glimpse of the sport on the ground and in the air. I don't know exactly how to change this aspect of the customer experience, but that is where I would start if operating a DZ. Less than 5% of tandems coming back for more is shocking. Just like a job seeker--every regular jumper at your DZ needs a short "elevator pitch" ready to share at the drop of a hat with anyone they think is a future AFF customer.