At Your Service

Service. One word with a multitude of definitions and levels of acceptance. Good service is different from great service, and bad service sometimes is not too far from "out of service." With manufacturers, suppliers, and service providers climbing over one another for every customer's dollar, it's often the service, not the price, that is the deciding factor for repeat business.

In June, I was invited to give a presentation at the Aviation Suppliers Association' annual conference, which was held at the Four Seasons Hotel in Las Vegas. I only mention this because at the Four Seasons, I was reminded that great customer service still exists — no detail was too small for staff to ensure that guests were being served with the utmost courtesy and comfort. Every member of staff - from maintenance to management - greeted guests with a smile and a "Hello." It was wonderful to be treated in a way that told me my custom was appreciated — it was also a reminder that other businesses that receive my patronage are severely lacking in what it takes to keep a customer. This experience prompted me to stay diligent in serving GSE Today's customers - our readers - with the kind of service that will make them want to come back, month after month, to read and use the information in the magazine and on the website.

GSE Today's Worldwide Directory of Ground Support Manufacturers, Suppliers, and Ground Handling Services issue is a great compilation of companies that serve aviation ground support. While working on this issue, many, if not all, of the entries stressed that customers are their number one priority, or that they focus efforts on the customer's requirements, or that no detail is too small to leave unfulfilled for the customer. As you page through this directory, ask yourself if you are doing everything you can to keep the customers you have as well as to generate new accounts. Also, take time to evaluate how you are being treated by the support services, suppliers, or manufacturers with which you interact and transact business.

If you supplied a listing that includes statements such as "the customer is our top priority," be sure to keep true to your word because now it is in print.

We hope this directory will be a useful resource for you over the next year and we welcome your comments as to how we can improve our service to you, our customer.

Thanks for reading.

Michelle Garetson