The Duncan Download Blog: Business Aviation Advice & Observations

Contributed by Kara Renner, Airframe Service Sales Assistant

Left to right: Skip Laney, Duncan Aviation Regional Manager; Justin Kragenbrink, Cimarex Mechanic; Kim Reuman, Cimarex DOM; Tim Ganse, Cimarex Chief Pilot; Kara Renner, Duncan Aviation Airframe Service Sales Assistant; Brad Lennemann, Duncan Aviation Airframe Service Sales Rep.

Kim Reuman, Director of Maintenance for Cimarex Energy, is more than a great customer of Duncan Aviation's. He's also a great friend. That's why when we saw the November issue of Pro Pilot magazine featuring Kim and others at Cimarex, we got excited.

The article explores how Cimarex has come to rely upon business aviation to conduct business and expand operations. In the article, Kim describes how Duncan Aviation supports the Flight Department with larger 600 hour and 1200 hour inspections while basic aircraft maintenance and small inspections are handled in-house. They have also used Duncan Satellite and RRT shops in the Denver area for AOG support.

To congratulate and show our appreciation for being a great Duncan Aviation customer, we had the Pro Pilot article professionally mounted on a plaque and hand-delivered it in January. Airframe Service Sales Rep. Brad Lennemann, Regional Manager Skip Laney and I traveled to Centennial Airport (APA) in Denver, Col. and treated Kim and his team to lunch and ice cream. Cimarex Energy was very impressed and has the plaque proudly displayed in their Flight Dpt.

"We (Cimarex Energy) would like to thank Duncan Aviation for the wonderful plaque they had made for us of our Pro Pilot article. This shows their commitment to Cimarex Energy. We have a great working relationship with Duncan Aviation and with your commitment, I'm sure it will continue into the future. Thank You," Kim Reuman.

Congratulations Cimarex! We celebrate with you.

Contributed by Steve Rothanzl, International Compliance Officer

It’s easy to assume that shipping aircraft parts is as simple as packing them up and sending them off to a service provider. The problem is, units that are sent without necessary documentation can experience long shipping delays and incur hundreds of dollars of extra shipping fees.

I’ve been working in and with Duncan Aviation’s shipping department for 13 years, and I’ve seen more than one case where a unit was received without any documentation whatsoever. No department had any record of who it was from, or what services were needed. Several days were lost while we researched which customer sent in the unit (the return address on the air waybill was from a freight forwarder) so we could contact them to understand what service was being requested on the unit. In overseas shipping cases, units missing the proper documentation, broker information or shipping account numbers were delayed for weeks at U.S. customs.

We work diligently to help customers experience as little downtime as possible when these mishaps occur by providing loaner and exchange units. However, following these five simple steps can help avoid these delays and fees altogether.

1.  Call Ahead

If a service provider knows a unit is being shipped, they can verify critical information like the part number, what services are needed, where it needs to be returned, and if the part is AOG or requires a faster turn time. Sometimes service providers have more than one shop location, and verifying the shipping address can prevent shipping and handling delays.

2.  Include Necessary Documentation

Always include your account number and provide any necessary PO or waybill numbers. It’s also not a bad idea to duplicate any verbal instructions you provided such as turn time requirements.

A Commercial Invoice which states the part number, quantity, description, value of the unit, and the services requested are essential, especially for international shipments. The Commercial Invoice must be in English per U.S. regulations concerning customs clearance. If the item is controlled under the International Traffic in Arms Regulations (ITAR), it must be shipped to the U.S. on a license or under an exemption, this must be stated properly on the Commercial Invoice in order to avoid possible delays and fines. If you are unsure about these regulations, contact your service provider.

3.  Ask About Preferred Shipping Partners

Some service providers partner with specific carriers to handle their shipments. These preferred shipping partners can help waive handling fees, offer substantial discounts, and ensure that packages reach their destinations on schedule. It’s always worth asking if your service provider has a preferred shipping partner and what advantages it offers.

4.  Include Carrier Account Numbers

Service providers often have account numbers with major shipping carriers. It’s always wise to include this information in your shipping documentation in order to take advantage of the above mentioned benefits as well as to ensure quick and accurate billing.

5.  Shipping Internationally? Ask For Broker Info

International shipments are processed by customs before they are delivered. Knowing who your service provider’s customs broker is, and documenting that information on both the Commercial Invoice and the air waybill can save you weeks of delay and frustration.

Duncan Aviation is a full service aircraft parts supplier. Our shipping information and preferred shipping partner is available online at www.DuncanAviation.aero/parts.

Written by Chris Gress, Component Solutions Manager

There is a grocery store where I live that isn't very big. In fact it is rather small. It isn't a "super mega" store that offers everything under the sun in all sizes, flavors and brands, but there is one thing it does offer that NONE of the major chains do- great Customer Service. They may not know my name, but I'm greeted with a smile, a welcome and the feeling that my presence in their store is important. If I have a question, they listen and offer many suggestions. I always leave with what I need. This little store isn't the cheapest. It isn't the closest. It isn't the biggest. But I'll drive further for a place that I trust, makes me feel important and acts like they want my business. Larger chains are perfectly capable of providing this same level of service. But more often than not, they choose not to.

In my opinion Duncan Aviation's Component Solutions Avionics/Instruments Customer Account Reps, Accessories Customer Account Reps and Tech Reps provide the greatest customer service to the aviation parts repair and overhaul customer. I am proud of the personal level of service each provide to our customers who call looking for assistance. They listen, ask questions and offer suggestions and troubleshooting advice. They share their expertise making sure that every customer is equipped with the right information to make the best decisions. They are some of the highest skilled aviation professionals in business aviation.

Of course, that is just my opinion. I want it to be your opinion too. If you are less than completely satisfied with your experience with any Duncan Aviation Components Solutions Avionics/Instruments Customer Account Reps, Accessories Customer Account Reps and Tech Reps, I want to know about it.

Thank you for your business.