Avionics News January 2014 - 59

wrong." Is it a bad box or bad wiring? He said when you ask the
manufacturer how they want you to proceed, you can be guaranteed payment for the work - unlike if you went on your own with
no guidance or direction from the manufacturer.
Good communication overcomes a lot of problems. That's
obvious, and the good news is Prince believes, in most cases,
communication between the manufacturers and dealers has
improved of late. But it's not all smooth sailing. Adams said
sometimes simply getting information can be like pulling teeth.
The ability to have two-way communication differs among the
manufacturers, with general agreement among the dealers that the
smaller companies have a bit more speed than the larger ones.
Braddock said he often has a quick question but, "Sometimes it's
extremely hard just to get an answer. I'll go through all the phone
trees and then get voicemail - that can take 10 minutes. Then I
wait." Adams shared this concern and believes there should be
some preference given to dealers, rather than to individual aircraft
owners calling the manufacturers. He said, "Sometimes I just need
to confirm that something is correct."
Adams recognized that communication works both ways. He
said, "I tell every manufacturer my phone line is always open. I tell
them that if they want to know what's going on in the real world,
call me." On a brighter note, he added, "I also acknowledge the
good that a manufacturer has done and tell them so. I do that so
when I come to the table with something bad, they'll listen to me if
I come up with a possible solution." In addition, Adams said a good
shop will provide feedback after the point of resolution of a problem so the manufacturer knows the problem has been solved. He
said, "That helps build that relationship," and concluded, "We're
never going to get there without communication."
So who does what? Should dealers be judged by sales? No,
don't burden us with sales requirements, Adams said. In this
dealer-manufacturer partnership, he said that it's not his job to
create new products. He feels it's his job to be knowledgeable
about all the options to present an aircraft owner. "It's your job
to get people in the door, and it's our job to help them sort out
the best solution for the kind of flying they do and their particular
airplane," he said. "I tell my customers that if you're dealing with
a shop not willing to sit down and explain your options, including
the bad ones, you're dealing with the wrong shop."
At the same time, though, Prince believes that dealers have
an incredible role in shaping new products and coming up with
enhancements for older ones. That's because dealers are in the
front lines, talking to customers, listening to their feedback and
seeing how equipment fares in real-world day-to-day operations.
He said, "We bring to the manufacturer what the customer truly
wants and is asking for - both for new products and existing
products. Dealer communication is the key. They need our feedback on any difficulties in the sales and installation process."
And speaking of customers, dealers need the manufacturers'

The ability to have two-way communication
differs among the manufacturers, with
general agreement among the dealers that
the smaller companies have a bit more
speed than the larger ones.
expertise. Adams compared himself to the family doctor who is
a general practitioner. The manufacturers are the specialists. He
said, "When customers walk in, they expect us to be the experts
on everything." That's a false expectation. Shops depend on the
manufacturers to be the ultimate experts. "Without that support,"
Adams said, "it leaves us open with the customer."
Braddock stressed that not only does he need the information,
but he needs it to be accurate. He said, "We need correct paperwork and reliable websites. I can go to a website and get a price
or a lead time and then find out it's wrong. Whether it's packing
slips or manuals or any of the paperwork required to return an
aircraft to service, if the paperwork from the manufacturer is not
correct, it can be quite difficult."
Dealer and manufacturer relationships are probably like a good
marriage. When it's good, there's nothing like it. But there are
bumps in the road, just like in any good relationship. It seems as
if both sides are working to make it better. Of course, the manufacturers and dealers have something in common: the customer.
In fact, it's all about the customer, and both are working to keep
the customer happy.
But as Adams noted, "A shop can only provide the level of
service that we get from the manufacturer. We can provide the
greatest customer service around, but if the manufacturer is hard
to get hold of or won't call back, we can have an unhappy customer sitting in our shop all day, and we get the blame."
Braddock echoed those concerns. He feels he's realistic about
today's business environment with staff cuts and other limitations
at manufacturers. However, he practically pleads when he sends
this message to the manufacturers, "Just tell me the truth and
show me you care about getting this done to make the customer
happy. I know mistakes are going to happen. Just tell me what's
happening. It's the surprises that frustrate us and kill us."
Banners, advisory boards and demo units. Some aspects of this
relationship are easy to provide. Clear communication, respect,
feedback, expertise, recognition - those intangibles sometimes
present a challenge. But with both sides working together for a
common goal, keeping the customer in mind, the dealer-manufacturer relationship can turn into the very best possible marriage. q
avionics news

*

january

2014

59



Avionics News January 2014

Table of Contents for the Digital Edition of Avionics News January 2014

Point of Communication
AEA Now
The View From Washington
International News and Regulatory Updates
The In Crowd
Member Profile
Sales and Service
A Conversation With...
Make Way for LCDs
Lithium Batteries 101
Member Profile
Autopilot Upgrades
Aviation Aces
NCATT Becomes Part of ASTM International
Essential Documentation
What Do Dealers Want?
Legal Ease
Business Basics
What's New
Marketplace Classifieds
Avionics News January 2014 - Intro
Avionics News January 2014 - Cover1
Avionics News January 2014 - Cover2
Avionics News January 2014 - 1
Avionics News January 2014 - 2
Avionics News January 2014 - 3
Avionics News January 2014 - Point of Communication
Avionics News January 2014 - 5
Avionics News January 2014 - AEA Now
Avionics News January 2014 - 7
Avionics News January 2014 - 8
Avionics News January 2014 - 9
Avionics News January 2014 - 10
Avionics News January 2014 - 11
Avionics News January 2014 - The View From Washington
Avionics News January 2014 - 13
Avionics News January 2014 - International News and Regulatory Updates
Avionics News January 2014 - 15
Avionics News January 2014 - 16
Avionics News January 2014 - 17
Avionics News January 2014 - The In Crowd
Avionics News January 2014 - 19
Avionics News January 2014 - 20
Avionics News January 2014 - 21
Avionics News January 2014 - Member Profile
Avionics News January 2014 - 23
Avionics News January 2014 - 24
Avionics News January 2014 - 25
Avionics News January 2014 - Sales and Service
Avionics News January 2014 - 27
Avionics News January 2014 - 28
Avionics News January 2014 - 29
Avionics News January 2014 - 30
Avionics News January 2014 - 31
Avionics News January 2014 - A Conversation With...
Avionics News January 2014 - 33
Avionics News January 2014 - Make Way for LCDs
Avionics News January 2014 - 35
Avionics News January 2014 - 36
Avionics News January 2014 - 37
Avionics News January 2014 - Lithium Batteries 101
Avionics News January 2014 - 39
Avionics News January 2014 - 40
Avionics News January 2014 - 41
Avionics News January 2014 - Member Profile
Avionics News January 2014 - 43
Avionics News January 2014 - 44
Avionics News January 2014 - 45
Avionics News January 2014 - Autopilot Upgrades
Avionics News January 2014 - 47
Avionics News January 2014 - 48
Avionics News January 2014 - 49
Avionics News January 2014 - 50
Avionics News January 2014 - 51
Avionics News January 2014 - Aviation Aces
Avionics News January 2014 - 53
Avionics News January 2014 - NCATT Becomes Part of ASTM International
Avionics News January 2014 - 55
Avionics News January 2014 - Essential Documentation
Avionics News January 2014 - 57
Avionics News January 2014 - What Do Dealers Want?
Avionics News January 2014 - 59
Avionics News January 2014 - Legal Ease
Avionics News January 2014 - 61
Avionics News January 2014 - Business Basics
Avionics News January 2014 - 63
Avionics News January 2014 - 64
Avionics News January 2014 - 65
Avionics News January 2014 - What's New
Avionics News January 2014 - 67
Avionics News January 2014 - 68
Avionics News January 2014 - 69
Avionics News January 2014 - Marketplace Classifieds
Avionics News January 2014 - 71
Avionics News January 2014 - 72
Avionics News January 2014 - Cover3
Avionics News January 2014 - Cover4
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