Written by Shaun Appell
It goes without saying that not only is the customer always right, but the customer always comes first. It is the firm belief of the entire team at Levaero Aviation that we are here because of our customers.
It is this philosophy that has helped to make Levaero Aviation a leader in service and support in North America. As the Exclusive Authorized PC-12 and PC-24 Sales and Service centre in Canada, we are proud of the reputation that Levaero has built in the market – one of quality workmanship and providing the customer with exactly what they want and need. This point is a key factor in the recipe to our success – understanding the customer and their desires, as well as anticipating their needs, as every customer is different and has a unique set of requirements and expectations. For example, a cargo or charter operator may only want to make sure that the aircraft remains in an airworthy condition and may not be as concerned with cosmetic issues, whereas a corporate owner-pilot may want every minor taken addressed – not only the airworthiness items, but also minor marks on the seat leather, or even programming the screens on a cabin display.
One of our recent projects involved a Pilatus PC-12 owner-pilot looking to upgrade his legacy PC-12 with a variety of options. This included a new 67P engine, dual batteries, Electronic Standby ESIS, a new 5-bladed propeller, the installation of a Speed Cowl, and new leather for the cabin seats. Upon arrival of the aircraft to our facility, we spent time with the customer walking around the aircraft answering a variety of questions they had for us. We also include several members of our maintenance team during these discussions, the people that would be directly working on their aircraft, as we find it important for the customer to know they are leaving their aircraft in capable hands. Following a quick lunch spent furthering our relationship, it became clear that the number one priority and philosophy of this customer was “Keep me safe.” While safety is also our main priority, knowing the customer shared this view allowed us to tailor our communication regarding findings, and recommendations, for work to be done on the aircraft. We are happy to suggest ergonomic improvements such as headset holders in the cockpit, or cosmetic improvements, but ultimately, those relating to safe operation of the aircraft are the main priority. In the end, the customer left happy and we were told that he received exactly what he had come to us for.
We take pride in getting to know our customers and their expectations, even before we start working on their aircraft. We always treat the aircraft as if it were our own, and take care in addressing every detail needing attention. We firmly believe that this is one of the reasons that customers continue to travel from all around North America, and even from the Caribbean, to our facility in Thunder Bay, Canada. The quality of work and the peace of mind that their aircraft is in good hands, cared for by people who ensure every visit to the shop is even better than the last.
