NCSA Web-Ed Series

Customers have been promised "wow" so often that the words barely land. Real overdelivery isn’t about louder promises, it’s about deeper understanding. That understanding comes from personal experience and genuine curiosity: learning what the person in front of you actually needs, not what the script says they should need.

In this session, Hakar Torres shares moments from his own career across hospitality, aviation, sales leadership, and building people-centered businesses, where going above and beyond created outsized results for both the organization and the customer.

Attendees will leave with practical ways to:

• Replace empty promises with overdelivery
• Use curiosity to read the real customer need
• Turn recovery moments into loyalty
• Build a personal standard of service that scales beyond a single interaction

About the Speaker
Hakar Torres is Head of Sales – Americas at NERD.aero, where he leads commercial growth and market expansion across North and South America, helping aviation organizations adopt technology that solves real operational problems. A Cuban-American leader raised in Orlando, he brings more than a decade of experience spanning aviation operations, charter, technology, and professional development sales. He is the appointed Executive Director of the Central Florida Business Aviation Association (CFBAA), effective January 2027, and founder of a luxury travel concierge firm. Hakar’s work sits at the intersection of strategy, service, and execution: building trust, raising the standard of how customers are treated, and turning everyday interactions into lasting relationships.