Delivering Exceptional Customer Service

The D.O.M. magazine team is in Columbus, OH this week for the NBAA Maintenance Conference. This morning, I was able to sit in on a session led by Service Elements' Lisa Archambeau and Tim Colins on Elevating Maintenance: Delivering Exceptional Customer Service.

Tim and Lisa discussed the importance of customer service in the aviation industry — emphasizing the need for continuous communication. The highlighted the significance of meeting both external and internal customers' needs. 

In the discussion of meeting customer needs, they emphasized that in order to best meet our customers' needs, we need to communicate with them in order to understand their needs and expectations. Only then can we personalize how we can provide customer service that not only meets their needs, but exceeds them! 

We must also understand that customers' expectations aren't static, they change and evolve over time. Just because we can meet our customers' expectations today doesn't mean we can sit complacently by and expect to always meet their needs in the future. We must work hard to keep communication lines open with our customers to ensure we continue to meet their expectations! Our company's successes and failures basically comes down to how well, or how poorly we communicate with our customers!

As we enter our 18th year of publishing D.O.M. magazine, we want to acknowledge the importance of our readers and advertisers. Without our advertisers, none of this would be possible. Without our readers' passion and professionalism, we couldn't have made it this far.

If you are at the NBAA Maintenance Conference this week, we encourage you to stop by our booth (224) and talk to us. Please let us know how we can continue to meet and exceed your expectations!

Thanks for reading!

Joe