Avionics News May 2018 - 51

he's confused and a bit upset.
Unfortunately, this has an alert
function, but it's not the kind of
altitude alerter he wanted when
he installed it. You just have to
be careful with some terminology
you find today. It may not really
mean what you think it does. As an
avionics sales person, I have to take
time to make sure I know exactly
what the customer is wanting to do
before I recommend any solution.
I probably need more training on
today's avionics than any customer."
Training's growing role in
customer satisfaction
While their approaches to
customer training may differ, every
shop I talked to - and hopefully
every shop reading this story - is
totally committed to satisfying their
customers long after the sale. That's
just good Business 101.
And that means being there to
answer a customer's questions
about their "new" avionics long
after they're, well, new.
"There are only so many points
we can cover during the delivery
training," Gualandri said. "If we
try to do too much, the customer
gets overwhelmed and confused.
That's not good. But we take pride
in the fact that if an owner has
any question six months or more
down the road, they can always call
or come in and we'll help them.
We make a point of it. Kirk Fryar
(Sarasota Avionics owner) will
jump in their airplane and go out
to show them whatever they need.
It's not only good customer service,
it's a commitment to pilot safety.
The better pilots can operate their
systems, the safer they are." q

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avionics news

*

may

2018

51


http://www.elliottaviation.com

Table of Contents for the Digital Edition of Avionics News May 2018

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Avionics News May 2018 - Cover3
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