A Focus on Customer Service...

…seems to be a dominant theme throughout the opening day press conferences at NBAA's 62nd annual held here in Orlando. Last year's unmistakable buzz exuded from attendees relating to new product announcements and healthy shipment and billing figures has been replaced by a subdued optimism for the long-term, and an understanding that investing in customer service is a must, especially amidst a struggling economic environment. Christi Tannahill, vice president for Hawker Beechcraft Global Customer Service and Support relates that its customer support program now employs some 1,300; and the company has invested more than $30 million in service facilities during the last two years. With regards to technology, Hawker announced the availability of broadband Internet for its aircraft. Comments Tannahill, "The availability of Internet access in flight further enhances the on-board experience for Hawker passengers and allows them to maintain communication and productivity while they are airborne." Officials from Dassault Falcon say the company is maintaining a 98 percent service level, with plans to expand its service centers at Reno, Nevada and Sao Paulo, Brazil. The company also offers 14 regional service seminars, and is now utilizing the Internet as a way to keep in direct contact with customers. Dassault's E-forums feature a live chat environment where customers and operators alike can share information and learn about new technologies. Dassault also introduced the Falcon 'E-Maintenance' program, which allows Dassault tech or service centers to remotely access an airplane’s central maintenance computer in order to troubleshoot or diagnose aircraft issues. The program gives technicians the capability to work in real time on one common interactive communication platform. Air Routing International also announced its new web service, a comprehensive online suite of flight support tools that includes the company's fuel stop analyzer, runway analysis, and international trip quote programs. The site is intended as a one-stop full service flight planning solution "driven by customers who wanted more extensive options from existing flight planning engines." Meanwhile…at Orlando Executive Airport, site of NBAA '09's static display of aircraft, Showalter Flying Service has opted out of handling the display for the second consecutive year in an effort to better serve the event’s transient customers. Florida’s oldest family-owned FBO sold some 230,000 gallons of jet fuel during October in '08; this year the company would be more than pleased to see 175,000 gallons sold, relates president and CEO Kim Showalter. Compared with last year, Kim says there are some 30 fewer aircraft on display this year, despite the fact that Cessna Aircraft and Hawker Beechcraft have chosen to amplify their presence at the static while scaling down their normally large exhibit booths on the tradeshow floor. Says Showalter, "Last year was kind of an anomaly; there were a ton of used aircraft on display. I thought we would see more of that this year…but a couple of big players are not here, including Aero Toy Store." Thanks for your interest, Brad McAllister