Creative Director

As the world’s first private aircraft charter firm, Netjets sets the industry standard. Doing so not by resting on their laurels, but by continuing to look for ways to stay ahead of the curve.

Already a leader in safety and convenience, Netjets set their sights on elevating service standards from a list of duties to a definitive Netjets experience. Colin Cowie Lifestyle was charged with establishing Netjets as the most luxurious brand in the world.

In an industry steeped in the rules and regulations, CCL looked to change employee mindset from what is allowed to what is possible. Rather than send employees to another training, we empowered through education on the new Netjets Service Standards, developed by CCL. Specific service tools and skills were combined with the employee’s own intelligence to create the ultimate passenger experience.

Benchmarks:

• CCL developed Service Protocols remain in place
• CCL worked closely with key players to win over the dogged flight attendant and pilot unions to implement policy
• Continue to receive positive feedback from crew, with requests for additional education