MAINTENANCE MINUTE Manage Your Sandwich


By Mark Tyler


It was an ordinary day and I was having an ordinary lunch with my friend. It’s something we do each week to break up the day, share some laughs and conduct some business. Today, it was double patty melt day at our favorite hole-in-the-wall restaurant. It is the hard-to-find, off the beaten path restaurant where everyone knows your name and you know them too. When the server returned with my friend’s patty melt, he quickly surveyed his sandwich and quipped, “Hey, you forgot to add mayo.” In one motion she whirled around and without hesitating she replied, “It’s not my responsibility to manage your sandwich.” He was left speechless, but I could not hold back my laughter.


Within a few minutes he was supplied with a small pack of mayo, and all was right with the


world. I then began to ponder her words and ask myself some questions. Was it really her responsibility? And better yet: what would have been the outcome if she indeed made it her responsibility to take full ownership of serving her customer?


As


professional aircraft mechanics, is it our responsibility to manage our customers’ aircraft or just wait for them to place an order? Keep in mind that for some owner-operators, it can be a daunting and challenging task to understand the OEM aircraft maintenance schedule. If a customer does not utilize a system that creates a status


sheet of inspections


and component life limits, the possibility of overflying the due date is greatly increased. A status sheet is also a great


tool for the mechanic to use for providing a more accurate quote when scheduled maintenance is due.


Taking ownership of a


customer’s aircraft is an opportunity to go the extra mile and to show that you care about their safety. Taking ownership is also a great way to display the essential tools of customer service and communication. Serving our customers and keeping them informed will create trust,


and trust will


produce a deeper relationship. That deeper relationship will create more business, and the circle continues.


The business of aircraft maintenance and operation is complex with many moving parts.


Unfortunately, we are


not afforded the luxury of a mistake. We must look after


Back to our lunch and the server. Even though I got a good laugh out of her comments, I have come to consider this a great example of what not to do. Knowing it is our responsibility to manage the aircraft in every way will leave no question about our duty in any situation.


Some say that the best


companies are in the people- building business, and then the people will build the business. My mission is to provide a safe and legal aircraft to those who entrust it to me. Also, it’s to equip and empower other mechanics to do the same.


one another and hold each other accountable. Our priority is to keep everyone safe and legal so at the end of the day, we all go home to our families.


About the author: Mark Tyler dedicated the majority of his career serving the helicopter EMS community, from base mechanic to director of maintenance. As vice president and general manager of Precision Aircraft Services, Tyler now serves helicopter operators from many sectors including air ambulance, law enforcement, private owners, etc. When not at work, he can be found spending time with his family or sitting in a tree stand.


20 July/Aug 2021


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60  |  Page 61  |  Page 62  |  Page 63  |  Page 64  |  Page 65  |  Page 66  |  Page 67  |  Page 68  |  Page 69  |  Page 70  |  Page 71  |  Page 72  |  Page 73  |  Page 74  |  Page 75  |  Page 76  |  Page 77  |  Page 78  |  Page 79  |  Page 80  |  Page 81  |  Page 82  |  Page 83  |  Page 84