Stickandrudderman: I'm glad you enjoyed the OS aerobatic day last year. The aim was that it would become at least an annual event, rotating around the clubs that were represented, but unfortunately a medical problem has intervened this year and nobody else has picked-up the baton.
To the OP:
Important aspects are: a friendly and supportive club spirit, ground social activities (including dining-in nights), flying outings, bar, post-PPL mentorship, a range of aircraft types so that a visible skill progression is available, approachable and experienced staff, experienced FIs (500-1000 hours instructing as a minimum) who have a customer-focussed attitude and are doing it because they enjoy it and have a passion (not just hours building), and I hate to use the term but CRM (Customer Relationship Management for those who are lucky-enough not to have come across it before) is actually very important. Flying must be fun and exciting.
However, two controversial areas that I feel could be done better are the charging structure and the insurance excess liability. IMnsHO these should be transparent so that the customer knows what they are paying for and so there are no cross-subsidies.
An invoice should show:
- the aircraft charge at an assumed fuel cost
- the instructor/examiner charge (if any) for flight time
- the instructor charge (if any) for ground time
- additional landing fees (one is included in the aircraft charge)
- approach fees (if any)
- a fuel surcharge/refund based on the actual fuel price on the day
... by doing this the customer can see exactly what they are paying for, and only have to pay for things that they have used or benefitted from.
Although accidents are not common it seems normal for clubs/schools to absorb any accident costs; this can affect the viability of the business or the rental costs to other members. Insurance should be handled in the same way as hire cars. In the event of an accident the hirer should be liable for the insurance excess (or repair cost if minor) and should be required to put a credit card on file and sign an agreement. For an additional payment (either annual or per rental payment) the excess can be waived, like the hire car CDW. Nothing new needs to be invented because this is exactly as the car hire system operates.
HFD
(edited to fix several errors)