Focus On Customer Service
The company changes were precipitated by complaints from dissatisfied customers, Seader said. "Customer service is everything in the engine-overhaul business. But we were hearing that work was taking two to three times as long as they were promised, and phone calls would go unreturned. Quality was high, but efficiency was not." Seader said he's now trying to manage the volume to ensure minimum turnaround times for aircraft owners. "There are no tax problems, and the bank is not calling in the note," said Seader, rebutting reports in a local newspaper last week. "I don't see that this company is going to close. There's too much going for it."