ULTIMATE HIGH INSTRUCTOR PILOT MEETING AT KEMBLE

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ULTIMATE HIGHINSTRUCTOR PILOT MEETING AT KEMBLE

• Monday 6th July 2009
• WELCOME!

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Format of Evening

• Great opportunity while there are so many of us
  all together
• Goal is to share information and make sure we are
  all on the same page
• Informal please interrupt for debate
• Presentation subject matter is meant to encourage
  your comments
• Please be open, candid, honest, forthright and
  contentious as required!
• The more YOU put into the evening, the more
  valuable it will be.

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Format of Evening (contd)

• Nothing needs to be avoided, other than
  maybe
• Bulldog flap selections on touch gos
• Bulldog stalling speeds
• Formation take-off wind-up RPM

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Why are we here?

• Havent met up for some time to review the state
  of the nation
• Several (8) new IPs over last 2 years group as
  a whole perhaps doesnt know each other as well
  as before
• Opportunity for you to raise any questions,
  issues, concerns and suggestions
• Opportunity for us to explain organisational
  changes where UH
• is at.

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IP Statistics

• 24 IPs Actively flying for us this year
  another 5 or so are not current, so we have to
  assume they are not flying for us any more (there
  is always natural turnover).
• 7 of these IPs have averaged less than 1 day a
  month this year
• 6 pilots have done 50 of the customer flights
  YTD.....
• We rely on a handful of pilots to fly Bulldog
  student flights (nearly 40 of our current IPs do
  not volunteer to do Bulldog instruction).

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IP Statistics (contd)

• 16 IPs are current on the Extra300 with a wide
  range of expertise
• Range of formation skills - not all IPs are ex
  RAF/Navy
• We continue to seek to recruit high calibre
  military pilots, particularly if they have
  tailwheel experience
• Average age is getting younger again!

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Has our Approach changed?

• Does the change in management structure mean that
  we have different expectations of our pilots?
• Have the goals of the company as a whole changed?
  

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Has our Approach changed? (contd)

• NO!
• We recognise that our Pilots are our biggest
  asset

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Our Approach

• We must ensure that pilots want to fly and that
  it doesnt seem like a job we know that your
  motivation is fun and not financial!
• We do not have a huge budget (like the Blades or
  Aerosuperbatics) with professional pilots who
  work for the company on a dedicated basis
• We have not changed our original goals and aims
  since foundation, but we have to be profitable in
  order to be viable

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Business Areas

• 4 main areas of business
• Hands on Experience flights
• Corporate Days
• Advanced Flying / Safety Training
• Air Displays (if sponsored)

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USP/Company Aims

• Use primarily High Quality Military pilots
• Safe and professional, but also appropriately
  informal and fun
• Sell the fighter pilot dream
• Offer hands-on flying (not available at other
  organisations)
• Help make existing student pilots safer, and
  offer innovative new training products
• Be good neighbours at Kemble

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USP/Company Aims (contd)

• Be good neighbours at Kemble - We have a good
  partnership and want to keep it that way. They
  encourage the way we operate, appreciate the
  business we bring etc.

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Current Climate

• Commercial pressures due to Mazda cutbacks and
  economic climate. UH will not exist in its
  current form without corporate business and/or
  sponsorship
• Corporate business down this year (although still
  doing lots of quotes) - hope this to pick up
  again in 2010
• Individual Voucher and Flying Training still
  surprisingly buoyant
• New website has helped and we will do further
  work to improve SEO

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Current Climate (contd)

• Costs have risen substantially over last 2-3
  years (eg Extra300 parts priced in Euros, Bulldog
  engines approaching end of life, rising fuel
  prices, new offices, more full-time staff)
• We have not fully increased prices in line with
  costs
• Full-time Staff under pressure as busiest time of
  year. Mark not as available as he was.
• Not intended to pass on stress to pilots so
  apologies if it does!

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Communications

• Feedback received that we have not communicated
  effectively and that the intended message has not
  always been clear
• Sometimes difficult for full-time staff to
  communicate in a sensitive way, so please dont
  be upset any offence is not intentional!
• If you are not happy with a particular
  communication/ message/ feedback, we need to
  know.....dont be shy

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Communications (contd)

• We will try to make best use of
• Emails keep them brief, concise and on 1
  subject
• Hot Poop
• IP section of website (hidden page)
  www.ultimatehigh.co.uk/IP_info.html
• Staff Notice Board serious part!

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IP Training

• Safety first
• Commercial pressures to get customers flown
• IP demands to progress their flying skills
• We are not an instructor training school
• We try hard to balance all these demands and will
  prioritise any training (incl contra training)
  accordingly.
• We cannot afford to pay to train everyone up to a
  higher standard.

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IP Training (contd)

• Due to stresses on the aircraft, we cannot offer
  Gyros training in the Extra300 (for IPs or
  customers), other than in exceptional
  circumstances
• We are looking to review pilots skillsets such
  that they are better understood by the pilots
  themselves, other IPs and Ops.

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Contra Flying

• Lots of IPs now doing contra flying.
• Encouraged as long as pre-requested (preferably
  by email) and in the schedule.
• Customers always take priority. Contra flying
  must not delay customers.
• Important to code correctly in the tech logs so
  that we know who is expecting to pay!

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Charlie (Chief Pilot)

• Fantastic chap with vast experience (as well as
  being intelligent good looking) we are lucky
  to have him!
• Hopes to have more time to spend on UH
• Keen to keep everything simple punchy
• Together with Mark, wants to be more cautious in
  ensuring high standards of safety, and take a
  more conservative approach to the
  operation in general.

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Mark (Guru and Display Pilot)

• Remains very much involved in the business
• Continues to give input daily (by phone and
  email)
• Focus on business generation Focal point for
  Mazda relationship
• Focus on flying policy and safety

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Jo (Company Director)

• Important for me to share with you where we are.
• Should now be first port of call for any
  day-to-day issues. These can then be passed on
  as appropriate.
• I have been involved since the beginning so know
  how it all works. Instrumental in helping set up
  the company in its current form.
• Until recently, was mainly focused full-time on
  Accounts, building the Website supervising Ops.

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Jo (Company Director) - contd

• Very happy to be more actively involved in the
  front line of the business again
• Keen to keep things simple and clear, and still
  want it to be fun!
• Spending more time at Kemble 1-2 days a week

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Kemble Full-Time Staff

• Great team at Kemble.
• Very distinct roles.
• Have to cover for each other when out of the
  office.
• Less than ideal office layout for quiet working
  or multiple briefings....

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Ops (Martine)

• Martine manages individual customer bookings and
  pilot availability (among other things!), and
  looks after them all day to day.
• The schedule is surprisingly complex due to the
  wide range of flight profiles large number of
  individual customers - different IP skillsets and
  late notice for IP availability adds
  complications.
• The schedule changes literally by the minute so
  we regret we cannot always tell you exactly what
  you will be doing in advance.

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Ops Contd (Martine)

• Extremely challenging job managing the
  different demands of the IPs
• some want to fly lots
• some dont want to fly very much
• some wont/cant fly certain flight profiles
• some wont fly on certain days
• some dont like to get in early
• some dont pick up their emails
• etc etc
• She tries hard to keep you all happy!

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PR/Marketing/Events (Helen)

• Helen is corporate customer focused Corporate
  Events, Press Promotions, Air Shows, Sponsor
  Events etc are all critical to UH and must run
  well as they very often lead to more/ repeat
  business and have a serious impact on our profile
  in the press, on the web etc.
• Events and PR are very time-consuming and complex
  to organise as lots of moving parts. Also,
  converting a quote for a corporate event to a
  sale is not easy!

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PR/Marketing/Events (Helen)

• Helen came from a tough commercial organisation
  where there were very high expectations of staff,
  pilots were self-sufficient and paid to get their
  hands dirty.
• Please note that Helen often juggles a wide
  variety of time intensive and deadline bounded
  tasks and will often be head down and not able
  to participate in general chat.
• Suggestions, ideas etc for corporate events and
  contacts will always be appreciated.

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Engineering (Tony)

• Tony covers engineering and all aircraft
  (Bulldog, Extra300 and Chipmunk) related issues
  including parachutes, headsets etc.
• He often saves the day for us, like last Friday
  when we had snags with both Extras.
• He is also there to help with refuelling and
  strapping in.
• We know you appreciate having him around
• Please make good use of him!

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Ground Staff

• Ground Staff are paid in flying time not cash.
  We rely on their good will.
• We try to get additional ground staff as required
  to assist with strapping in etc. Apologies if
  this is not always possible.
• Ground staff are usually available to assist IPs
  with manoeuvering aircraft in and out of the
  hangar.
• They will help with refuelling where possible,
  but this will not always be the case (except on
  Corp Days).

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Ground Staff

• We have had lots of work experience students this
  year, so please be aware that not all our ground
  staff are of equal experience/knowledge as it
  takes a while to train them up.
• However, we have managed to build up a good team
  recently particularly Barney, Caf
  Alistair.....

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Ops Stuff - General

• Things generally work really well thankyou!
  Just a few things to highlight we would be very
  grateful for your understanding.
• Please arrive on time if you can. Please also
  let Ops know if you are running late. Its not
  usually a problem, but helps if we know so that
  we can rearrange who is doing briefings, A checks
  etc at the start of the day, and avoid delays.
• If you have time restrictions or need to leave
  early, please give as much notice as possible so
  that we can also plan who is doing what when.

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Ops Stuff General (contd)

• Please stick to the schedule and dont change
  anything (including assigned aircraft or
  students) without checking with Ops first there
  is usually a reason!
• Please dont confront customers if you have any
  issues (eg they look overweight) always
  consult with Ops first (speak with them privately
  in the staff room). Always leave it to Ops to
  deal with any customer problems.
• Otherwise there may be mis-communication which
  can be difficult to resolve with the customer.

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Ops Stuff General (contd)

• Also, be sensitive to when third parties are
  there.
• Please avoid any confrontation or inappropriate
  conversation in front of customers this applies
  to everyone.
• This includes
• Criticism of other members of our team.
• Talking about incidents or third party crashes.
• Downplaying what we offer as a company.

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Ops Stuff General (contd)

• It is also appreciated if you can keep noise
  levels down when staff are on the phone as due
  to the less than ideal open plan office
  arrangement it can get quite noisy.

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Briefings

• KEEP THEM BRIEF! (30 minutes max!). Customers
  wont remember everything, particularly if they
  fall asleep!
• Griggsy has kindly offered to simplify Top Gun
  Aeros briefs so it should be easier to keep them
  short.
• You dont need to present the briefs too
  seriously they are part of the customer
  entertainment experience.
• New briefs will include video and will also
  require Ops to come in at the end of the brief to
  cover domestics / flying programme timings.

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Keeping to Timings

• Please follow the times on the schedule board.
• The more the flying keeps moving, the more fun it
  is for everyone, including the other IPs
• The more the flying is delayed for no obvious
  reason, the more frustrating it is for everyone.
  
• We already get delays outside our control due to
  weather, aircraft snags, late customers, lack of
  airfield availability etc..if we can run to
  time, lets do it!

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Types of Days

• Top Gun Days
• Corporate Days
• Away Days
• Air Race Tuesdays
• Flying Training Days

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Top Gun Days (Fri/Sat)

• These are usually long and busy days important
  to keep to schedule and start on time (ie arrive
  9.00am for a 9.30 briefing and have time for
  aircraft prep etc).
• If start on time, the day should finish on time
  and the customers (and IPs!) will go away happy
• We try to always ensure there is enough ground
  support
• Usually a max of 4-5 flights per IP

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Corporate Days

• May be a long (but fun!) day always pressure to
  get customers flown rather than reschedule, so we
  may fly in more marginal cloud conditions (noise
  considerations are even more important)
• Timings very important
• If Greeners is not available, we will assign 1-2
  Duty Auths to take charge on the day
• All staff are expected to attend the staff
  briefing first thing (led by Duty Auth)
  to set the scene for day

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Corporate Days (contd)

• All staff should also attend group customer
  debrief at the end of the day as it is part of
  the customer experience
• Max of 6 flights per IP ground staff will do
  everything non-flying!
• Mingling with customers very much appreciated.
  They will always be impressed by your credentials
  so dont be afraid to show off!

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Away Days

• Harder work and longer than days at Kemble, but
  often more fun and usually involve evening
  entertainment!
• Usually a strong commercial drive for us to do
  them - so always keen to get them flown
• We will endeavour to pack up equipment for the
  aircraft as far as possible
• If going overseas, IPs will be required to do
  some paperwork
• We will always endeavour to have ground support
  for strapping in, taking payments etc

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Air Race Tuesdays

• The day is very customer focused with the IP
  having a snack lunch with the customer (and any
  hangers on!)
• For safety reasons, we are carefully limiting the
  number of IPs signed off for Air Racing
• Launched this year, a few (very successful) days
  done so far, so still a learning process.

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Flying Training Days

• Usually Monday-Thursday/Friday (AOPA, APPL,
  Formation etc) in the Bulldog or Chipmunk
• Usually 2-3 flights a day, and IPs are asked to
  be largely self-sufficient.
• These days are our bread butter the students
  are important to us as they often return or
  generate other business (sometimes corporate)
• How do we encourage more IPs to want to do
  this kind of flying?

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In the Pipeline - Internal

• Standardised uniform (!) has an impact on image
  disproportional to the effort ground staff as
  well as IPs
• New noise map and closer monitoring of activity
  across noise areas
• Review of IP skill levels Extra300 and
  Formation in particular

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In the Pipeline Internal (contd)

• New Top Gun/Aeros Briefs
• More formal assistance with maintenance and
  currency of IP Licence/ SEP / FI / Medical
  renewal dates
• Updated Flying Order Book

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External News

• Lots of excellent Press TV Coverage check out
  the news section of our website.
• Kemble Air Day, Biggin Hill Waddington Air
  Shows just completed (last 2 promoting Mazda)
• WAC09 flights at Turweston/Silverstone in
  August (again to promote Mazda)
• Online Videos of our products now available and
  will be promoted soon

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External News - contd

• New Pilots Pals course FLYER Magazine day in
  Sept/Oct launch in time for Christmas market
• Guernsey September (fully subscribed)
• Perth Go Loopy September
• Various other smallish events

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Conclusion

• Want to maintain our professional but relaxed,
  informal style whilst remaining safe
• We continue to welcome all input, especially
  constructive...
• We continue to be very grateful for your
  enthusiastic support and participation

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THANK YOU!