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FBOSPOTLIGHT cleanliness, and above all their friendliness. In fact its plush, private air-travel facility at Sarasota-Bradenton International Airport recently ranked among the top FBOs nationwide in a national survey. Its operation in the Orlando-Tampa region came in second in the same survey. And in 2011, Rectrix received the coveted Pilot's Choice Award. How does a fairly young company (Rectrix opened its first FBO in 2005) rise to such heights in less than a decade? "Customer service is the name of the game," says Rich Cawley, president and CEO. "If you train your focus on that, you will always be ranked in the Top 10." BUILD IT BETTER The quest to develop a better FBO began when founder Tom Russell bought a plane in the late 1990s. "He wanted some place nice [in Hyannis or Sarasota] to keep his aircraft and he couldn't find it," Cawley recalls. Russell decided if he couldn't find an FBO that met his exacting standards, he would develop one of his own. But rather than purchase and retrofit an existing FBO, he fashioned one from scratch. "There simply wasn't an FBO out there that met our criteria," Cawley explains, noting it can be difficult to purchase an existing FBO then retrofit, rebrand and repair the existing company philosophy. Today, Rectrix's operations stand out through five-star quality, personalized service, and an employee base that keeps the customer top of mind. "It's a return to the glory days of aviation where everyone dressed up in a suit and a tie or a dress," he says. The enhanced customer experience begins upon arrival. Passenger cars wait on the ramp, employees stand ready to clean and secure the aircraft, and conference and snooze rooms are available for passengers and crew. At SarasotaBradenton, for instance, the glass-walled building bestows passengers and pilots with a panoramic view, an abundance of plush chairs Varco Pruden has built a reputation for AIRPORT INDUSTRY BUILDING SOLUTIONS Calamos Corp. Office & Hangars Bohemian Air, Loveland, CO Phoenix Sky Harbor Air Cargo Facility VOLO Aviation, Stratford, CT "People who use the same FBOs over and over again use them because of their high level of customer service." RICH CAWLEY, PRESIDENT/CEO, RECTRIX COMMERCIAL AVIATION SERVICES and couches for seating, a fully stocked coffee and soft drink bar, and even a catering kitchen. "We keep everything top shelf," Cawley explains. "We maintain a high level of cleanliness and openness. We will have fireplaces in the When you need a hangar, maintenance facility, FBO terminal building or cargo warehouse, Varco Pruden Buildings and their coast-to-coast network of authorized builders work as a team to provide a high quality facility, on time and on budget. Varco Pruden, a pioneer in the steel framed building industry, can offer your organization: Lower material and labor costs. Faster completion schedules. Flexible designs for interior space. Choices of exteriors such as brick, stucco, glass, wood or steel panels. All Varco Pruden Buildings are designed, engineered and manufactured to provide a structure that meets your specifications today while giving you quality and sustainability you can rely on in the future. See examples on our website. To find an independent authorized VP Builder near you, visit www.VP.com today. Trusted Since 1948 Find Out More. Visit www.VP.com/ad/AIRBIZ Varco Pruden Buildings is a division of BlueScope Buildings North America, Inc. www.aviationpros.com/10325502 June/July 2013 airportbusiness 15