The following factors played an important role in boosting the success of the company -
1. Pushing the limits
HI Flying really started growing when we decided to aggressively network and market and take on a ton of work. We had no idea what our team was capable of until we backed ourselves into a corner with an obscene workload both in the domestic and International field. The advice to the team members of HI Flying was to take on more work than you can handle, discover your limit, then use that as a catalyst for growth.
2. Provide customer service that people will remember for life
Air Ambulance services are utilized by people whose loved ones are in dire need for a life saving services, we are the most important people at that moment of time. We use all our resources to make the process really smooth, we set clear timelines, and always deliver on time. After a transfer is completed, we ask for feedbacks from the client both telephonic and email. All positive feedbacks act a booster to provide better services in future and all negative feedbacks are welcomed to better our services. This policy has helped immensely with referrals and clients returning for more work.
3. Position yourself as an industry expert
“The best thing we have done to help grow my business has been simply sharing what we know and teaching others. It was a little counterintuitive at first — it kind of felt like giving away trade secrets — but over time it's positioned us as an expert in the field. Nowadays, other Air Ambulance companies are often seeking us out specifically because we have helped them or someone they know in the past via a real strong reference from colleagues.
4. Focus on your Patient needs, not your own
“I think the biggest factor that has helped us grow is our dedication to our patients and their Family members. It’s putting the effort into understanding what our clients - Insurance and Assist companies are really looking for and developing tailor made packages customized for every patient based on their clinical condition - both Charter and Commercial flight options that are tailored to their needs. It is all about what our patient needs and not what you think you are got to offer.
5. Specialize in Unknown locations
“Finding a focus in difficult location is the key. Existing as a specialist rather than a generalist in areas where there is no other or few Air Ambulance companies are existing is important. HI Flying was flying in to war zones in USA Military bases in Afghanistan, doing transfers in high altitude locations in the Himalayas, flying to airports like Kathmandu and Paro which needed specialized pilots for the operations, doing regular flights to Diego Garcia and other such locations like Iraq and Syria which increased its demands for specialized Medical transportation.
6. Value people over profits
“Transparency creates Trust and Trust converts to higher business. We truly believe our success is tied to the businesses we interact with. Our clients know we always give honest answers, bill them fairly, and are quick to respond. Our availability and reliability matter more to our clients than any other aspects of the relationship. If you can build healthy relationships with your clients be it Individual clients, Corporates, Insurance or Assist companies or other Air Ambulance companies, you can build a healthy long term profitable business model on its path to success.
7. Build the right team
Having a clear vision to bring in the right people is so important. Hiring my incredibly talented, driven, and passionate team of Medical escorts - Doctors, Nurses and Paramedics is the best business decision we ever made and has been immensely influential at fueling the growth of our company. Now we have over 100 Medical escorts working part time and full time with us all over the world and they are loyal and dedicated to our cause.
8. Target a niche market
“The biggest change in my business' growth happened when I decided to be more niche. Back in 1990 - we were the first to start ICU Mobile Ground Ambulance with a fleet and medical team in Mumbai India. 1993 saw the first flight on an Air Ambulance flight in India. 1996 - we started doing International patient transfers on Commercial flights. 1999 we started doing regular transfers on International sectors.
We specialized in providing VIP medical escorts to individuals and groups - taking care of their travel, their security and medical needs.
9. Trust your intuition about clients
Our biggest advice is to trust your intuition at all times. We can tell from the first phone call if the client is genuine client or a casual inquiry and if the client is going to be too difficult to work with and, trust me, it’s better to walk away from a bad client than endure it and lose money and energy on them. We have learned that we can be more productive and creative when we are not limited by the stress and anxiety that some clients are all too willing to inflict. We are happier and less stressed working with our regular set of clients whom we know well and they know us though the endeavor to create relationships continue.
10. Leverage industry partnerships
“For us, partnering with Assist and Insurance companies has been the path to success. It is just not the renowned Assist and Insurance companies but other Air Ambulance companies which propelled our business to higher levels. Hospitals and Corporates have played an important rollin our success and we thank one and all in our journey to a successful Air Ambulance company. We appreciate one and all.
HI FLYING - AIR AMBULANCE INTERNATIONAL