From Downtime to Go Time: What Makes a Good Maintenance Partner?

For aircraft owners and operators, the relationship you have with your maintenance provider can make all the difference. It’s not just about inspections and repairs—it’s about communication, trust, and knowing that the people working on your aircraft care as much about it as you do.

At Stevens, we’ve been fortunate to work alongside customers who count on us not just for technical work, but for honest answers, consistent communication, and the kind of support that feels more like a partnership than a transaction.

Listening First, Communicating Always

Every aircraft tells a story—and so does every maintenance event. Whether it’s a scheduled inspection, an interior refit, or an AOG call in the middle of the night, we believe communication should be clear, steady, and two-way.

“We try to practice three C's when communicating with our customers: consistent, clear, and concise,” shares Travis Fleshman, General Manager of our GYH location. “The mode of communication is determined by the customer. We use every tool available, including email, text, phone conversations, and in-person meetings. Learning how the customer likes to be communicated with is a high priority, and we work to consistently deliver.”

As one King Air owner shared:

"The communication as to the status of our complete aircraft interior refit and the mechanical work performed is extraordinary. We were invited to review the progress in person and were provided weekly photos of the work in progress. This was greatly appreciated."
— Chris C., King Air Owner

We’ve learned that communication isn’t a “nice-to-have”—it’s the foundation of trust. That trust is built through updates, check-ins, and being transparent when something unexpected comes up. It’s about making sure our customers never feel like they’re in the dark.

The Work You Don’t Always See

A lot of the effort that goes into keeping a project on time and on track happens behind the scenes. Daily team meetings, department coordination, and ongoing progress tracking might not show up on an invoice—but they’re part of every job we take on.

As Kenyon Blacker, General Manager at our MQY location, explains:

“We use internal systems—and sometimes systems our customers prefer—to monitor progress and predict upcoming maintenance needs. It’s about preventing surprises, not just reacting to them.”

These behind-the-scenes efforts are rarely flashy. But when an aircraft leaves on schedule and performs reliably, that quiet work is doing its job.

Going Beyond the Job

Maintenance is technical, but the relationships are personal. We don't take it lightly when a customer chooses to come back—or when they refer a friend or colleague. That means something to us.

"I have been bringing airplanes to Stevens for 20 years, not because of the name or location, but because they are always there when I need them. I am not just treated like a customer, but like family. All the techs are very knowledgeable and professional."
— Chuck B., Citation Pilot

We’ve found that lasting relationships are built through small things—like a thank-you note after an AOG dispatch, or a quick check-in even when there’s no work scheduled. As Dendall Wood, AOG General Manager, puts it:

“Genuine gratitude goes a long way in this small world of aviation maintenance. We make an effort to let customers know their business matters—because it really does.”

What to Look for in a Maintenance Partner

No two aircraft or owners are alike. But when it comes to choosing an MRO, there are a few qualities we believe make all the difference:

• Clear, honest communication—especially when timelines or scopes change

• A team that coordinates across disciplines to keep things efficient and aligned

• People who listen, who know your aircraft, and who care about getting it right

• Follow-through, from routine service to emergency calls

Final Thoughts

The greatest compliment we can receive is repeat business, says Travis. “These relationships are built on trust, which is hard to earn, and easy to destroy. We work to consistently deliver the best every time and always looking for ways to be better.”

We don’t take for granted the trust our customers place in us. Whether it’s their first time visiting or they’ve been coming to Stevens for 20 years, our goal is always the same: be the kind of partner we’d want on our own aircraft—reliable, respectful, and ready to help however we can.

If you’re navigating downtime, weighing a major upgrade, or just looking for someone to talk through the options, our team is always here to help.