Rider Jet @ HGR:
The "Perfect" FBO?
The Way Things Used To Be
I've been flying for about 15 years now, and have been to hundreds of airports on the east coast. I've seen the price of fuel at full service FBOs go from an average $1.90 to $3.00/gallon. In that time I've also seen the quality of service at these FBOs generally deteriorate (at least in the eyes of this bug-smasher pilot). In fact, I've come to expect a certain level of (poor) service from FBOs at towered airports. And, even if the service is good, I've come to expect an unreasonable fuel price and/or other outlandish fees.
While reviewing AirNav.com one evening I happened to notice the many positive comments regarding Rider Jet at HGR, so I figured I'd stop here to see for myself.
Red Carpet Treatment
I honestly haven't seen a follow-me cart at any airport in over 10 years. The last one was at AMR Combs at BDL (Bradley, CT), and even they eventually dispensed with it (or at least using it for bug-smasher transients) before I stopped going there in the mid 90's.
I hadn't even
turned off onto Charlie taxiway at HGR when I saw a FOLLOW ME sign
attached to the back of a golf cart. I told ground I was going to
Rider Jet, and a fraction of a second later, the lineman (whose
radio was obviously tuned to 121.9) started waving me toward him.
He led me between several transient aircraft, while another lineman was already standing in front of the parking space they reserved for me close to the front door, giving the usual hand signals.
My prop had barely stopped by the time the two linemen walked over to my door to greet me. One then (literally) laid out the red carpet beneath my door. Haven't seen one of those in a LONG time.
One of the linemen, who later introduced himself as Matt, then told me that Rider Jet routinely tracks flights inbound to HGR and he had tracked my flight inbound as well. When he mentioned I was 6 minutes later than my flight plan ETA I said with a smile, "Rats! I always try to be within 3 minutes!". What a tough audience!
Incidentally, this was the first time I'd ever heard of an FBO using tracking data in this manner and I initially thought it a bit strange, but I quickly realized it made perfect sense: what better way for an FBO to plan for a customer's arrival! If the FBO knows you're coming (especially if you don't have to call them ahead of time), they can have fuel and other resources (i.e. linecrew) at the ready, which should reduce one's turnaround time. Corporate & charter operators typically call ahead for catering and other special services, but most GA pilots just show up without prior notice. Therefore, flight tracking should be of particular benefit to the typical, non-commercial GA pilot.
Matt also wanted to know if we had any problems with P-40 (the Camp David presidental retreat just north of Washington and just to the southeast of HGR). I replied with a smile and my usual offbeat sense of humor, "Nope...Washington Center just vectored me to the ILS 27 final and I flew it all the way in...you don't happen to see any bullet holes in the fuselage, do ya?"
After Matt confirmed my request for a top off, I then grabbed my flight planning binder and walked toward the front door.
First things First
After filling out a fuel request (which had been largely completed by this time), the friendly receptionist pointed out the locations of the bathrooms, flight planning room, TV lounge & snooze rooms, and full service kitchen with stove, where fresh-baked cookies, coffee, and lots of complimentary snacks were waiting for me.
Of course, my first destination at every FBO is usually the bathroom. First things first, of course.
Now, I must tell you...I don't go around photographing FBO bathrooms...not
only because they're usually not much to look at, but also because,
generally speaking, you seen one toilet, you've seen them all, right?
Not so at Rider Jet.
Check
out the picture and see if you can find what is particularly unique
about this FBO bathroom (and no, I'm not referring to the nicely
matched ceramic tile, although it's pretty clear that someone paid
particular attention to the decor around here...the facilities as
a whole are quite pleasing to the eye).
The wash area also sported terricloth towels in addition to good quality paper towels, as well as various colognes and aftershaves. This bathroom was nicer than some hotels at which I've stayed, and definitely qualifies as the nicest, cleanest, best decorated bathroom of any FBO I've ever visited.
Coooookkkiieeeesss!
Next stop was the kitchen for some cookies...ahem, I mean (in my best cookie-monster voice) "cooookiiieeessss!!!!". I found Matt hanging out there finishing his lunch -- since he had obviously finished fueling the airplane in record time -- and I chatted a bit with him about the FBO.
He
told me that the owner, Dave Rider, is a successful local developer
and a bit of an airplane buff. This is no surprise given he owns
a Falcon 10, a 421, and (you gotta love this), a Cub. In fact, Matt
offered to introduce me to Dave, but he said he was out flying the
Cub. Although it would have been nice to meet the guy behind Rider
Jet, I certainly couldn't blame him for having a little fun on the
weekend...because that's exactly what I was doing today! After all,
"Work Hard, Play Hard" is my professional motto. Something
tells me it's Dave's too.
Plan For Success
Next stop was the flight planning room so I could verify the weather forecasts hadn't changed since early this morning. This was particularly important because while it was beautiful here in Hagerstown, the weather at my previous destination was worse than forecast and I wound up holding for about 20 minutes before being cleared for the approach. I hate being #4 for the airport(!)
Fortunately, thanks to the WSI weather terminal I was able to determine that I should have a smooth, largely clear ride home. A few clouds at 6000 and visibilities unrestricted...far better than the 1100 broken and 3 miles in haze I'd experienced earlier this morning.
The printer nearby the terminal was fully operational, full of ink and paper, and quickly spit out the TAFs and METARS for the entire states of MD, PA, and NJ covering my route. This alone was a refreshing change. Can't tell you the number of FBOs I've visited that are still using some antiquated dot-matrix printer that jams all the time or is out of paper, or an ink-jet printer with no ink so I can barely read the output. I think a lot can be said for details like this, and obviously Rider Jet has their ducks in a row here.
Conclusion
So, if you've read this far, you've probably tried to figure out why I'd take the time to write an unsolicited review like this. Simple. Rider Jet is probably the best FBO I've seen in 15 years of flying throughout the Northeast and Mid-Atlantic states, and I want to spread the word about this FBO; not only to aircraft managers and pilots, but to other FBOs. There is something to be learned here.
Rider Jet provides great facilities, friendly, helpful and courteous staff, and guaranteed, reasonable fuel prices. It is, quite simply, the way an FBO should conduct business, and I feel it's important to support Rider Jet and the few FBOs out there like it. Otherwise, we'll get nothing more than the likes of Signature and other chain FBOs that are run like typical American corporations that care more about their CEO and VP bonuses than they do about the service they provide to their customers (and yes, ALL customers, bug-smashers included).
Now, I'm sure Dave Rider isn't in this game to lose money, but I think he's on to something here. Treat your customers well, and they'll come back time and time again. Next time you're in the area, even if it calls for a modest deviation from your route, stop at Rider Jet at HGR and support the GA pilot's FBO. I certainly plan to.