Aircraft Maintenance Technology November 2019 - 47

"I've noticed that other major distributors are steering customers to their websites to place orders. While we underwent a
major redesign of our website a few years ago, we by no means
intended it to replace a live customer service representative.
There will always be someone at BAC who is happy to talk to
a customer on the phone to answer any questions or to take an
order," she said.
Additionally, Palma added that customers are not necessarily
always looking for the best price when shopping but are more
concerned with timely delivery.
"The majority of our customers are most concerned with getting what they need when they need it. Price is important, but
not necessarily the deciding factor when choosing a supplier,"
said Palma.
It's a customer-trend that Shaw echoed.
"While we still see some customers shopping for the lowest
price, we are starting to see more and more customers seeking
best value where suppliers can help improve customer operations and lower the customer costs. We are seeing an uptick on
interest in managed programs," Shaw said. "Customers are also

looking for ways to reduce inventory costs while having quick
access to the parts they need."
Brad White, vice president of North America Customer Service
Centers at Textron Aviation, said that there are many outside
influences affecting customer expectations.

"Customers want to be able to order
parts from their phone and receive
overnight shipping with free return goods
policies."
- Brad White, vice president of North America
Customer Service Centers , Textron Aviation
"Amazon has set a new bar in terms of customer convenience,"
White said. "Customers want to order parts from their phone
and receive overnight shipping with free return goods policies,
and they expect 24/7 service with counter-to-counter delivery
on parts. Requests to drop-ship parts from one supplier to the

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Aircraft Maintenance Technology November 2019

Table of Contents for the Digital Edition of Aircraft Maintenance Technology November 2019

2020 Annual Directory
Build the Labor Pool
Maintenance Business in the APAC Region
Supplying the Supply Chain
Six Guiding Principles or Sustaining an Effective Safety Culture During Economic Downturns
Overdue for an Oil Change?
Another Year, Another Decade
Hiring Right for Cultural Fit
Do Your Homework
Ring in the New
Product Showcase
Advertisers' Index
Aircraft Maintenance Technology November 2019 - 1
Aircraft Maintenance Technology November 2019 - 2
Aircraft Maintenance Technology November 2019 - 3
Aircraft Maintenance Technology November 2019 - Another Year, Another Decade
Aircraft Maintenance Technology November 2019 - 5
Aircraft Maintenance Technology November 2019 - 2020 Annual Directory
Aircraft Maintenance Technology November 2019 - 7
Aircraft Maintenance Technology November 2019 - 8
Aircraft Maintenance Technology November 2019 - 9
Aircraft Maintenance Technology November 2019 - 10
Aircraft Maintenance Technology November 2019 - 11
Aircraft Maintenance Technology November 2019 - 12
Aircraft Maintenance Technology November 2019 - 13
Aircraft Maintenance Technology November 2019 - 14
Aircraft Maintenance Technology November 2019 - 15
Aircraft Maintenance Technology November 2019 - 16
Aircraft Maintenance Technology November 2019 - 17
Aircraft Maintenance Technology November 2019 - 18
Aircraft Maintenance Technology November 2019 - 19
Aircraft Maintenance Technology November 2019 - 20
Aircraft Maintenance Technology November 2019 - 21
Aircraft Maintenance Technology November 2019 - 22
Aircraft Maintenance Technology November 2019 - 23
Aircraft Maintenance Technology November 2019 - 24
Aircraft Maintenance Technology November 2019 - 25
Aircraft Maintenance Technology November 2019 - 26
Aircraft Maintenance Technology November 2019 - 27
Aircraft Maintenance Technology November 2019 - 28
Aircraft Maintenance Technology November 2019 - 29
Aircraft Maintenance Technology November 2019 - 30
Aircraft Maintenance Technology November 2019 - 31
Aircraft Maintenance Technology November 2019 - Build the Labor Pool
Aircraft Maintenance Technology November 2019 - 33
Aircraft Maintenance Technology November 2019 - 34
Aircraft Maintenance Technology November 2019 - 35
Aircraft Maintenance Technology November 2019 - 36
Aircraft Maintenance Technology November 2019 - 37
Aircraft Maintenance Technology November 2019 - Hiring Right for Cultural Fit
Aircraft Maintenance Technology November 2019 - 39
Aircraft Maintenance Technology November 2019 - Maintenance Business in the APAC Region
Aircraft Maintenance Technology November 2019 - 41
Aircraft Maintenance Technology November 2019 - 42
Aircraft Maintenance Technology November 2019 - 43
Aircraft Maintenance Technology November 2019 - 44
Aircraft Maintenance Technology November 2019 - 45
Aircraft Maintenance Technology November 2019 - Supplying the Supply Chain
Aircraft Maintenance Technology November 2019 - 47
Aircraft Maintenance Technology November 2019 - 48
Aircraft Maintenance Technology November 2019 - 49
Aircraft Maintenance Technology November 2019 - Six Guiding Principles or Sustaining an Effective Safety Culture During Economic Downturns
Aircraft Maintenance Technology November 2019 - 51
Aircraft Maintenance Technology November 2019 - Do Your Homework
Aircraft Maintenance Technology November 2019 - Overdue for an Oil Change?
Aircraft Maintenance Technology November 2019 - Product Showcase
Aircraft Maintenance Technology November 2019 - 55
Aircraft Maintenance Technology November 2019 - 56
Aircraft Maintenance Technology November 2019 - Advertisers' Index
Aircraft Maintenance Technology November 2019 - Ring in the New
Aircraft Maintenance Technology November 2019 - 59
Aircraft Maintenance Technology November 2019 - 60
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