Avionics News May 2014 - 73

"Bill and Ken were very patient in my learning process, and
we grew from there," he said.
According to Brouwer, he wasn't given more responsibilities over the years, but he was allowed to take more responsibility. "They'd loosen the reins and allowed me to take on
more and more," he said.
Two years later, the company hired two more technicians.
Those two, plus one additional man, made a group of four who
all entered an agreement to buy the company from the original
owners.
"Bill Dawes had passed away 15 years ago, and we entered
an agreement to acquire the company 12 years ago," Brouwer
said. "Ken was 74 years old at the time he left, so he had put
his time in. All four of us had been at Mayday more than 20
years each."
As to why he is in charge, Brouwer said, "We're not big on
titles. It also goes back to Bill and Ken's philosophy of taking,
rather than being given responsibility."
Brouwer became involved in
more than sales, and he sees the
bigger picture of what the company is doing.
"The other three all have their
area of expertise," he said.
Brouwer called Ed Ensink, a
systems engineer, the brains of
the business.
"He is very talented; we've
done STC projects where Ed
is the driving force," he said.
"Sometimes a manufacturer will
say it hasn't been done before,
but Ed will find a way."
Richard Brooks is the installation manager. "Rick is one of
the turning points," Brouwer said. "He really ramped up the
expectations for installation practices - always finding better
and new ways to interact with customers."
Brouwer credited Brooks with Mayday's success rate with
his detailed follow up with customers.
Larry Molegraaf is Mayday's service manager. "He has
physically been in this building since 1976 - that's a service
standpoint that becomes invaluable," Brouwer said.
The company is always trying to groom people and find
their own replacements, but according to Brouwer, "Having
people with the desire to gain that knowledge is difficult."
The rotorcraft market has become a substantial segment of
Mayday's business.
"We found the rotorcraft market increased over the last five

to seven years, even though we've been working with a local
EMS operation for the last 25 years," he said. "Now they're up
to three aircraft, all S-76s."
Brouwer credited Ensink for this business and said, "He
took that helicopter business by the horns, went to training,
became totally versed in their systems. He was our rotorcraft
point man in the early days."
If Mayday Avionics had a mantra about customer service,
Brouwer said it would be that you must be honest and upfront
with customers. "You have to communicate with customers on
a consistent basis with no surprises at the end of a project. That
may hurt us financially, but that's how we do it."
Brouwer is puzzled by what he described as "the lost art
of calling people back" and said getting back to people in a
timely way, including proposals within 24 hours, is mandatory.
Although he embraces the ease of email for customer communications, he said you must respond in person or by telephone,
as well. He thinks the new technology - email, iPads, smartphones - are great tools, but the
downside to them is that it makes
communication colder.
"When you listen to a customer, you really hear what they
have to say, and you can't do that
in an email," he said. "We have
a very small community in aviation, and a large part is relationships."
Outside of work, Brouwer and
his wife, Laura, are preparing to
face the empty nest. Their son,
Christopher, is 24 and on his
own, and their twins, Mallory and Brendan, are 20 and still in
school. Recently diagnosed with multiple sclerosis, Brouwer
said, "This past summer is the first summer not chasing the
kids to sporting events. It feels as if my wife and I are starting
to date again." Still, there's work to do at Mayday Avionics.
"We're all about 50 years old, and we have lots of ideas to
plan and grow," he said. "We see growth in personnel, if only
it weren't so hard to find qualified people. Where we go and
what we do will be based on available personnel."
Mayday Avionics has as much work as it can handle at this
point, and Brouwer said they'll take on more work only if they
can deliver, which comes down to people. q

Brouwer is puzzled by what

he described as 'the lost art of
calling people back' and said
getting back to people in a
timely way, including proposals
within 24 hours, is mandatory.

To learn more about Mayday Avionics, visit
www.maydayavionics.com.
avionics news

*

may

2014

73


http://www.maydayavionics.com

Avionics News May 2014

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

Point of Communication
AEA Now
The View From Washington
International News and Regulatory Updates
Five Years In
Member Profile
Putting it to Music
Meet the AEA Board of Directors
A Conversation With...
Member Profile
AEAviators
Business Basics
Being Prepared
Study and take the test!
Legal Ease
Aviation Aces
What's New
Marketplace Classifieds
Avionics News May 2014 - Intro
Avionics News May 2014 - Cover1
Avionics News May 2014 - Cover2
Avionics News May 2014 - 1
Avionics News May 2014 - 2
Avionics News May 2014 - 3
Avionics News May 2014 - Point of Communication
Avionics News May 2014 - 5
Avionics News May 2014 - AEA Now
Avionics News May 2014 - 7
Avionics News May 2014 - 8
Avionics News May 2014 - 9
Avionics News May 2014 - 10
Avionics News May 2014 - 11
Avionics News May 2014 - 12
Avionics News May 2014 - 13
Avionics News May 2014 - The View From Washington
Avionics News May 2014 - 15
Avionics News May 2014 - International News and Regulatory Updates
Avionics News May 2014 - 17
Avionics News May 2014 - 18
Avionics News May 2014 - 19
Avionics News May 2014 - Five Years In
Avionics News May 2014 - 21
Avionics News May 2014 - 22
Avionics News May 2014 - 23
Avionics News May 2014 - 24
Avionics News May 2014 - 25
Avionics News May 2014 - Member Profile
Avionics News May 2014 - 27
Avionics News May 2014 - 28
Avionics News May 2014 - 29
Avionics News May 2014 - Putting it to Music
Avionics News May 2014 - 31
Avionics News May 2014 - 32
Avionics News May 2014 - 33
Avionics News May 2014 - 34
Avionics News May 2014 - 35
Avionics News May 2014 - 36
Avionics News May 2014 - 37
Avionics News May 2014 - 38
Avionics News May 2014 - 39
Avionics News May 2014 - 40
Avionics News May 2014 - 41
Avionics News May 2014 - 42
Avionics News May 2014 - 43
Avionics News May 2014 - Meet the AEA Board of Directors
Avionics News May 2014 - 45
Avionics News May 2014 - 46
Avionics News May 2014 - 47
Avionics News May 2014 - A Conversation With...
Avionics News May 2014 - 49
Avionics News May 2014 - Member Profile
Avionics News May 2014 - 51
Avionics News May 2014 - 52
Avionics News May 2014 - 53
Avionics News May 2014 - AEAviators
Avionics News May 2014 - 55
Avionics News May 2014 - Business Basics
Avionics News May 2014 - 57
Avionics News May 2014 - 58
Avionics News May 2014 - 59
Avionics News May 2014 - Being Prepared
Avionics News May 2014 - 61
Avionics News May 2014 - 62
Avionics News May 2014 - 63
Avionics News May 2014 - Study and take the test!
Avionics News May 2014 - 65
Avionics News May 2014 - 66
Avionics News May 2014 - 67
Avionics News May 2014 - Legal Ease
Avionics News May 2014 - 69
Avionics News May 2014 - 70
Avionics News May 2014 - 71
Avionics News May 2014 - Aviation Aces
Avionics News May 2014 - 73
Avionics News May 2014 - What's New
Avionics News May 2014 - 75
Avionics News May 2014 - 76
Avionics News May 2014 - 77
Avionics News May 2014 - Marketplace Classifieds
Avionics News May 2014 - 79
Avionics News May 2014 - 80
Avionics News May 2014 - Cover3
Avionics News May 2014 - Cover4
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