“Embrace Complaining Customers, They Are The Key To Your Success” Wisdom With Bob Seidel CEO of Alerion Aviation

Authority Magazine
Jun 12, 2018 · 9 min read

“Embrace complaining customers. They are the key to your success. Studies say only 5% of clients take the time to complain , the rest just leave. Complainers are providing “free” consulting and if you respond well (quickly, boldly and fairly) , your relationship will be better and more intimate than it was before they complained.”


I had the pleasure to interviw Bob Seidel. Bob is the chief executive officer and managing partner of Alerion Aviation, an aviation services company providing aircraft management, charter, maintenance and FBO services to owners and operators of private jet aircraft. With bases in Long Beach CA, Farmingdale, NY and Palm Beach, FL, Alerion operates fourteen business jets. The company is a licensed Part 135 air carrier and Part 145 repair station and holds the highest safety ratings from ARG/US (Platinum) and Wyvern (Wingman). The company is certified to stage three of the International Standards for Business Aviation Operations.

Thank you so much for doing this with us! What is your “backstory”?

Can you share the funniest or most interesting story that happened to you since you began leading your company?

What do you think makes your company stand out? Can you share a story?

Are you working on any new or exciting projects now?

What advice would you give to other CEOs or founders to help their employees to thrive?

None of us are able to achieve success without some help along the way. Is there a particular person who you are grateful towards who helped get you to where you are? Can you share a story about that?

How have you used your success to bring goodness to the world?

What are your “5 Things I Wish Someone Told Me Before I Became CEO” and why. (Please share a story or example for each.)

Hire slowly , fire quickly. Be thorough with interviews and do not blow off checking references. Too many times I have thought I could “fix” a problem employee and let the problem fester and metastasize.

If you make your numbers it doesn’t matter what you spend; If you don’t make your numbers it doesn’t matter what you save.

When an employee leaves, move on quickly. No one employee should be key to life or death of the company including the CEO.

Embrace complaining customers. They are the key to your success. Studies say only 5% of clients take the time to complain , the rest just leave. Complainers are providing “free” consulting and if you respond well (quickly, boldly and fairly) , your relationship will be better and more intimate than it was before they complained.

Can you please give us your favorite “Life Lesson Quote”?

Some of the biggest names in Business, VC funding, Sports, and Entertainment read this column. Is there a person in the world, or in the US with whom you would love to have a private breakfast or lunch with, and why? He or she might just see this :-)

But the guy I’d really like to hang out with is Richard Branson. In my view he’s a guy who has won the game of life. He seems to have it all and he chooses to do good things with his wealth and celebrity. Mostly, he seems to be very happy . I’d like to figure out how he manages to accomplish so much and yet seem so at ease. To me that’s success — being totally secure in your own accomplishments and being able to make others feel great and become successful.

Authority Magazine

Leadership Lessons from Authorities in Business, Film…

Authority Magazine

Written by

Authority Magazine is devoted to sharing interesting feature interviews of people who are authorities in Business, Film, Sports and Tech.

Authority Magazine

Leadership Lessons from Authorities in Business, Film, Sports and Tech. Authority Mag is devoted primarily to sharing interesting feature interviews of people who are authorities in their industry. We use interviews to draw out stories that are both empowering and actionable.

Authority Magazine

Written by

Authority Magazine is devoted to sharing interesting feature interviews of people who are authorities in Business, Film, Sports and Tech.

Authority Magazine

Leadership Lessons from Authorities in Business, Film, Sports and Tech. Authority Mag is devoted primarily to sharing interesting feature interviews of people who are authorities in their industry. We use interviews to draw out stories that are both empowering and actionable.

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