be less likely to go elsewhere. If you have to call back, do so within, say, 15 minutes. Always ring back when you say you will, even if it's just to say you haven't got the information yet—it's all salesmanship! Quotes should be valid for about 7 days, because things change, as if you didn't know already. Invoicing is based on flight times, so keep them and costs down, which is as much for the customer's benefit as yours. It's hard enough to sell flying, but once you start the addons, they often start to back off. Normally, just take the hourly rate and multiply it by the flying time, rounded up to the nearest 5 or 6 minutes (the latter for decimal accounting). The aircraft speed for flight planning purposes should be in the Flight Planning or Technical section of the Ops Manual, and hourly rates should be on a chart in the office. Some companies have precalculated figures for frequent destinations in a spreadsheet or on the wall somewhere. You will then need to add up everything else that costs money, namely landing fees, handling charges, Customs/Special Branch etc., not to mention purchase taxes, except for foreign trips and those in aircraft with more than 12 seats, which are exempt (more details on going overseas later, but don’t forget to claim the fuel drawback). Payment should be made in advance, as it would be if they went by train, though some approved customers may be invoiced afterwards, but even then a written or faxed confirmation of the booking, or the equivalent of a purchase order is required. This next bit is VERY important: The more rush on the part of the customer, the greater must be your insistence on payment first! If they can’t pay in advance (no credit cards, cheque book eaten by the dog, whatever) politely refer them somewhere else; you won't look very good if you incur a bad debt, as, once the panic's over, they'll likely complain about the weather, service, etc., and make every excuse not to pay. The Company should accept all major credit cards anyway. Tip: Some customers say they're going to put a lot of work your way and want a discount as a result. There's nothing wrong with that, it's normal business practice, but don't give the discount straight away, otherwise you'll find they have only one or two trips and disappear, effectively getting cheap flying. The best way to deal with anyone who may be half-serious is to give a retrospective discount, such as every Operational Procedures 49 13th hour free, or a cheque for 10% of the money spent every fortnight. If he's any sort of businessman, your customer will understand. If he doesn't, then he may cause other trouble as well, like arguing about the bill. For photographers, take the money first and refund it when their stuff is published. When invoicing, have some sort of system where the customer signs for |