FROM THE FA A
40 MAY 2017 AIRCRAFT MAINTENANCE TECHNOLOGY
A suggestion for improvement should
never be considered in a negative light.
Workers usually know more about the
organizational changes than the managers
know. Capitalize on worker information
and input.
CONVEY COMPETENCE AND
PROFESSIONALISM
Maintenance personnel know that they
are surrounded by competent professional
colleagues. They would let their spouses,
mothers, and entire family fly on aircraft
serviced by their colleagues. Workers trust
their co-workers for all the demonstrated
right reasons. Now, customers don't have
the benefit of seeing and interacting with
mechanics to know their competence.
They only have a visual appearance check
to decide if the mechanic is competent.
Therefore, when there is a likelihood that
you will meet customers, in general avia-
tion or airlines, try a professional look.
As much as possible, wear clean clothes
and have a demeanor that you have the
situation "under control." That's what the
white shirt flight crews do every day. It's a
fact that perceptions are often everything.
When you look professional that contrib-
utes to great customer service. Managers,
take this advice and buy the maintenance
staff appropriate professional clothing if
they are in the line of sight of your cus-
tomers. This practice works well in every
profession.
BE THE CUSTOMER
As a maintainer, put yourself in the cus-
tomer's place as you look at the aircraft.
You may know that the aircraft just com-
pleted a major service and that it may be
better than new. But if the passenger has
a broken tray table, or the lav smells then
that superb technical work stinks from the
passenger viewpoint. I always like to think
that a customer might wonder, without
SMS risk assessment, about the quality of
flight control or engine maintenance when
the overhead reading light and IFE is inop-
erable. That's the kind of questions that
maintainers and their organizations must
ask, in the interest of customer service.
THE BOTTOM LINE
To ensure that you make a maximum
contribution to overall customer service
be sure to know who you serve. In main-
tenance, you often serve one another. By
working together in maintenance, you will
ensure the custom service at your com-
pany. Perhaps this article will facilitate a
customer service discussion. Remember,
customer service is everyone's job.
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RESOURCE GUIDES