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What if there was a way we could stabilize our staff and improve revenue? Even before finding staff was as challenging as it is today, managing schedules was a perpetual challenge for Fixed Base Operators (FBOs). It is more so today with the constant struggle to avoid being understaffed which often leads to employee burnout, higher turnover, and increasing overtime costs—all of which can hurt, safety, service, team morale and your bottom line. The solution to not being able to hire enough people is to hire more people. While the idea of "overstaffing" might sound counterintuitive, it’s actually a strategic approach to improve efficiency, retention, and cost management. Let’s explore why overstaffing is the right kind of staffing and how it can transform your FBO operations.
Understanding FBO Staffing Challenges
The Costs of Understaffing
Labor is the largest controllable expense in any FBO, making it tempting to minimize the workforce to save on costs. However, this approach often comes at the expense of service quality, safety, and employee well-being. High turnover leads to significant hiring and onboarding costs, ranging from $4,000 to $7,000 per hire, not to mention the loss of productivity during training and the potential service disruptions that occur when operations are understaffed. This high turnover can become a vicious cycle, where you’re constantly replacing burned-out employees, incurring additional costs each time.
Despite a lot of folks trying to prove otherwise, FBO operations are different from airlines—they do not have predictable schedules. Peaks in demand are not always easy to foresee, making it essential to maintain a workforce that can adapt quickly to the unpredictable nature of general aviation. Historically, attempts to rely on demand-based scheduling, especially by the big chains have proven unsuccessful. They usually lead to degradations in service and safety while increasing turn-over. AI-based predictive tools may help in the future, they are not yet complex enough to fully mitigate the variables (weather, meetings, events, and other factors) that make 14:00 on a random Thursday 100% busier than normal.
FBOs continue to be caught in a cycle of trying to "do more with less," often sacrificing the resilience and flexibility that staff (especially the incoming work force) need to thrive. The result? A continued decrease in service quality and a growing gap between customer expectations and the service delivered. Overstaffing, when done thoughtfully, is a powerful strategy that addresses these long-standing issues, leading to more stable operations and a more positive work environment.
Overstaffing: A Cost-Effective Solution
Reducing Costs and Improving Retention
Minimizing staffing might look like a cost-saving measure, but the hidden costs add up quickly—burnout, high turnover, increased overtime expenses, and diminished service quality during peak periods. Overstaffing, on the other hand, provides a safety net that keeps your operations running smoothly. When an employee calls in sick, the shift doesn’t suffer, and your team members aren’t forced into unsustainable overtime.
A well-rested, fully staffed team is more productive and provides better service, leading to happier customers. Happier employees are more likely to stay, which means reduced hiring and training costs. The savings realized by avoiding constant hiring can be reinvested into your team, whether through better wages, improved benefits, or operational improvements. Over time, these investments pay off with higher retention rates and stronger morale across your workforce. And a happier workforce makes for happier customers.
The Financial Benefits of Overstaffing
Another major benefit of overstaffing is its ability to elevate your service offering. When your team has the flexibility and capacity to go above and beyond for customers, you’re positioned to command higher prices. Exceptional service is something customers are willing to pay more for, which helps boost revenue and offset the costs associated with maintaining a larger staff.
Creative Scheduling Solutions
Flexibility in Scheduling
To make overstaffing effective, FBOs need flexibility in their scheduling practices. The traditional 9-to-5 approach doesn’t always fit with the dynamic needs of FBO operations. Offering diverse scheduling options—such as 10-hour shifts, 4-on/3-off rotations, or even creative use of part-time roles—can make your FBO a more attractive place to work.
Historically, part-time employees have not been ideal for FBOs due to the level of training required versus the employee's commitment, but with a work force looking for more flexibility that rationale starts to change. There is a strategic way to use part-time roles effectively. A skilled part-time employee who fills gaps, covers vacations, or steps in during peak times can add tremendous value to your operation without the typical downsides of part-time staffing.
Addressing Shift Work Challenges
Shift work is a core aspect of FBO operations, but it’s becoming increasingly challenging to recruit employees willing to work irregular hours. Studies indicate that positions requiring non-standard hours—such as evenings, weekends, or split shifts—face higher turnover rates. Introducing a mix of shift lengths or rotating days off can help create more appealing schedules for employees while maintaining the coverage you need.
Additionally, on slower days, allowing employees to leave early or create side tasks that are documented that can be measured. These options ensure that you’re not overpaying for idle hours while still providing the flexibility employees value. A proactive approach to shift planning helps balance labor costs while keeping employees engaged and satisfied.
Communicating Schedules with Digital Tools
Effective staffing is not just about having the right number of people—it’s also about communicating schedules clearly and consistently. Scheduling has become increasing complex and what we are recommending here increases the complexity. Gone are the days of using excel for scheduling. Schedules need to be clearly communicated to the staff, well in advance of the scheduled days, last-minute changes, or worse, last-minute schedules, are a major pain point for employees. Adopting digital tools like When I Work can drastically improve the scheduling process.
When I Work offers several features that simplify managing shifts:
Mobile Access: Employees can easily check schedules or request time off from their phones, which keeps them informed and empowered.
Shift Swapping: Allowing employees to trade shifts with ease reduces scheduling conflicts and helps staff gain more control over their work-life balance.
Real-Time Updates: Managers can adjust schedules on the fly, with instant notifications to employees, minimizing confusion.
Skill Matrix Integration: Ensures every shift has the right combination of skills, maintaining the quality of operations.
Maintaining Operational Efficiency with a Skill Matrix
A Skill Matrix is essential for ensuring every shift is balanced and effective. It helps managers plan shifts that include the right mix of skills—from Line Service Technicians (LSTs) to Customer Service Representatives (CSRs)—ensuring smooth operations at all times.
For example, having a senior LST on every shift guarantees that less experienced staff receive the guidance they need. Digital scheduling platforms, like When I Work, make integrating a Skill Matrix into your scheduling effortless, allowing you to maintain high-quality service, operational efficiency and safety without overcomplicating the process.
Embracing Overstaffing for Long-Term Success
Overstaffing isn’t about wasting resources—it’s about making a strategic investment in your team and operations. Here’s why it works:
Retention and Efficiency: Overstaffing reduces burnout and turnover, saving hiring and training costs while improving job satisfaction.
Flexible Scheduling Solutions: Creative approaches to shifts reduce stress and attract a wider range of employees.
Reduced Overtime Costs: A larger team means less reliance on expensive overtime shifts.
Enhanced Communication: Digital tools streamline scheduling, improve transparency, and empower employees to take control of their work-life balance.
Operational Coverage: A Skill Matrix ensures every shift has the expertise required, boosting both efficiency and service quality.
By embracing overstaffing and investing in flexibility, your FBO can achieve better operational outcomes, happier employees, and stronger financial performance. Sometimes, overstaffing is just the right staffing to keep your operation running smoothly and successfully.
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