Beyond The Sky: Building a Strong Relationship with Your Service Provider

Discover how a service provider that truly comprehends your needs can transform your experience.

You've made a serious investment in buying an aircraft. You've financed, insured, crewed, and given it a place to live, and you've probably put a lot of time and research into each one of those tasks and decisions. Eventually, you'll be looking at required maintenance, inevitable repairs, and desired upgrades, which means the next big decision you'll be making is choosing the right maintenance provider who can deliver everything you need. How do you choose the right one? And what should a shop deliver? Well, you've got several things to consider. 

The Obvious

There are several top-tiered repair facilities that have been refining the process for several years, just like Stevens has for over 70 years. Ensure the repair station you choose continues evolving with your ever-changing technology needs as a customer. Some things that truly matter to you, and make life easier, you may not think to ask on the front end. Can squawks be approved digitally? Can payments be made online? Are there customer offices available? Many details and moving parts can be arranged to minimize the time in the shop, maximize your time in the air, and increase your enjoyment in owning/operating an aircraft.

Seek to Listen First

When you're reaching out for maintenance inquiries, it's essential to identify a good shop representative. Their approach should involve active listening as a primary step. Understanding your specific aircraft usage, budget, timeline, and long-term objectives is crucial. Additionally, a competent representative will listen attentively to any challenges or concerns you have encountered. You can expect a more personalized and tailored maintenance experience by finding a representative who prioritizes listening.

Consult on Solutions

It's important to acknowledge that a shop representative may possess more information than you do regarding the latest software upgrades, vendor offerings, or airframe maintenance changes. They have frequent communication with the FAA, OEMs, and various vendors, often gaining early access to valuable insights. Their role entails providing consultative support for your specific needs and discussing emerging industry issues. After thoroughly understanding your requirements, they will explore suitable solutions and offer alternatives. While it may be convenient to obtain a quote based on a specific inspection or upgrade due, it is far more beneficial to engage in a comprehensive discussion that considers the bigger picture. This approach ensures a mutually agreed-upon understanding and results in the best solution that aligns with your unique circumstances in a well-considered and practical manner.

The Bottom Line

• Look for a repair facility that not only has a proven track record and stays up-to-date with evolving technology, but also prioritizes active listening and understanding your specific needs.
• A knowledgeable shop representative can offer valuable insights and tailored solutions, ensuring the best outcome for your unique circumstances.