The Duncan Download Blog: Business Aviation Advice & Observations

We are proud to announce that on June 28, Duncan Aviation’s Lincoln, Nebraska, FBO facility gained the International Standard for Business Aircraft Handling (IS-BAH) Stage I accreditation. IS-BAH, developed by the International Business Aviation Council (IBAC) and the National Air Transportation Association (NATA), is a set of global industry best practices for business aviation ground handlers that features at its core a safety management system (SMS).

We are the first and only large MRO to achieve this accreditation. I am proud of my team and the company for all the hard work they performed to make it happen.

We say it time and time again. Two of the most important criteria for customers in business aviation are quality and safety. At Duncan Aviation, we have a great industry reputation in both. This comes through high standards in the way our products and services are delivered. Those standards become part of our culture, our tribal knowledge. Yet it is difficult to explain this culture to potential customers who haven’t visited our facilities before.

That is what IS-BAH provides. The rigorous standards established through the IS-BAH program set a high bar for the industry. Although Duncan Aviation was already meeting the majority of those standards, applying for the accreditation forced us to take all of our tribal knowledge and turn it into official, written policies that can be tracked and measured.

I asked FBO Team Leader/FBO Safety Officer Bob Cornett and Line Service Rep Sean Jensen to lead the effort. They leaned on the Lincoln Airport Authority and team members throughout the facility, including experts in the areas of quality, flight, safety, environmental, security, and many others. They wrote and added 54 policies. These policies are now part of our enterprise knowledge for all locations. And as a bonus, customers who look for the IS-BAH rating will also know what to expect when they utilize our services.

According to IS-BAH, there are currently 57 IS-BAH Stage I accredited FBOs in the United States and globally there are 138. As a large MRO provider, attaining IS-BAH certification is a little different for us. It required some unusual policies and scenarios that most FBOs don’t need or see. For example, we often tow aircraft in atypical configurations, like with the tail removed or no interior in place. With IS-BAH, best practice policies for all of the variants are now documented, tracked and consistently applied.

The IS-BAH process typically takes a couple of years to complete. With our high standards, focus and cross-department collaboration, though, we were able to complete the Stage One accreditation in just five months. This is a huge accomplishment! Thanks to everyone to played a part in developing this competitive advantage for our Line Services.

We will begin the process for accreditation at our FBO locations in Battle Creek and Kalamazoo, Michigan, and expect to have that done by the end of the year. In addition, our Provo, Utah, Line team will use the same processes and procedures. We expect they will receive accreditation within their first year of operation.

We recently expanded our 3D design capabilities by adding Dan Ryba, a multimedia artist specializing in 3D illustrations, to our in-house aircraft interior and paint design team. Ryba joins Ken Reita and the design team, who have  been creating innovative designs for clients on all makes of aircraft.

Both Reita and Ryba are focused on creating 3D conceptual illustrations for clients who are looking to make interior and exterior modifications to their aircraft.

“These 3D renderings save a great deal of time and money, so they’re popular with all of our clients , internal sales and production people,” says Ken. “Unlike with 2D drawings, we can draw from our extensive engineering database and generate accurate 3D models of the entire interior that are specific to the actual measurements of an aircraft. You can see immediately what works and what doesn’t.”

There have been times when a client  is torn between two materials. One may be darker than the other, and explaining that the darker material will give the space a dark, closed-in feel isn’t nearly as effective as a 3D image that shows exactly how the space will be perceived.

“When clients look at the illustration, they might say, ‘Whoa! The darker material is too heavy for that space. Let’s go with the lighter color.’ Or, if they really want that dark color, we can suggest other options, such as going with a lighter color on the leather seats or carpet to provide more of a contrast and get the ratio of light to dark correct,” says Dan. “It’s far better to find out on the front end before any work has been done on a project. Our clients especially appreciate being able to see exactly what they’re getting.”

The 3D models are beneficial to our production teams, too. Seeing the model helps everyone with project planning, long before any work begins.

3D Graphics In Work

“Recently, a client, interior team lead, engineer, salesperson, and I were sitting at a conference table with a 3D preliminary concept of a credenza,” says Ken. “Using the 3D model as a focal point for our discussion, we went through each modification. For the cabinet, the client wanted to see where the electronics would plug in and how they’d look sitting on the shelves. The engineer looked over the model to see how to mitigate heat build-up and where to put the ventilation and wiring. The team leader wanted to make sure the Cabinet shop could build the shelves and install pocket doors with the rounded edges and corners in the design. I was concerned about retaining the beauty and balance of the design. With all of our input, we figured it out pretty quickly, before any production was started.”

There are other times when it’s not convenient for the client to meet face-to-face, so the Duncan Aviation sales team can request a 3D image of the design for the client and include it in the sales package, saving everyone involved time and money.

Seeing is believing, so giving clients and production teams a visual representation of the finished aircraft, inside and out, helps prevent surprises along the way. 

For more information about Duncan Aviation’s modifications services, visit Duncan Aviation at booth #C9125 during this year’s NBAA convention from October 10-12, in Las Vegas, Nevada, or watch for announcements at www.DuncanAviation.aero/nbaa.

Be Kind. The person you help today may turn out to be the person you need tomorrow.

In 1997, Susan Masek was calling on aircraft parts brokers to locate parts in support of Duncan Aviation’s in-house aircraft maintenance customers. Every day she picked up her phone and attempted to locate the units on her list.

While searching, Susan often called the same brokers again and again. Over time, she learned who she could rely on to find what she needed. Susan’s first phone call was always to Meredith Daoud, who, at the time, worked for an aircraft parts broker in California.

"I knew Meredith had hundreds of customers, OEMs, FBOs, other MROs, and aircraft management companies. But when I called her, I always felt like I was the only one she was helping that day," says Susan. "She was the best at customer service and nearly always delivered what I needed."

Making Changes

 In 2005, Meredith and her husband Jerry stepped out on faith, moving to McKinney, Texas, and starting their own parts brokerage business—Trinity Aviation.

And because Susan wasn’t the only customer who thought Meredith was exceptional at her job, when Trinity opened for business, many of Meredith’s former customers became Trinity customers. "I work hard to build relationships," says Meredith. "I want to get to know clients beyond the transaction. People appreciate that and respond."

At about the same time, Susan was in the middle of her own transition at Duncan Aviation, leaving the maintenance side and joining Duncan Aviation’s Parts & Rotables Sales team. Instead of purchasing parts, it was now her responsibility to locate and sell aircraft parts, instruments, and components. Guess who called?

Meredith knew from the beginning that she would be relying heavily on Duncan Aviation to help her fulfill the needs of Trinity Aviation’s customers. On one of her first calls to Duncan Aviation, by chance, she was connected to a new Parts Sales Rep, and an old friend.

Thirteen years later, the relationship between Trinity Aviation and Duncan Aviation is a strong one, connected by a professional friendship between Meredith and Susan.

Susan Masek

"When we think of Duncan Aviation, we think of Susan. For us, she is Duncan Aviation."
–Meredith Daoud, Trinity Aviation

When Meredith Daoud has a customer in search of aircraft parts, her first phone call is to Susan Masek. "She is extremely knowledgeable," Meredith says. "I trust all the information she provides and if she doesn’t have the answers right away, she’ll research it and call us back. Her customer service is first-rate."

This story was recently published in the Spring 2017 Duncan Debrief magazine. Follow the link below to find more stories like this or subscribe to receive your own copy. 

The late Stephen R. Covey, author, motivational speaker and business professor, said: Trust is the glue of life. It’s the most essential ingredient in effective communication. It’s the foundational principle that holds all relationships.

Duncan Aviation connected with...

94 new customers in January 2015.
1,159 International customers from 2013-Present
6,190 Domestic customers from 2013-Present
7,696 unique aircraft between 2010-2015

Tha'ts a lot of trust.

The Golden Rule

Duncan Aviation Project Manager Tammie Burns knows that building relationships with customers is the best way to earn trust and confidence. Many of her customers are from Mexico and are not familiar with Lincoln, Nebraska, at all.

“I just put myself in my customers’ shoes,” says Tammie. “If I were to go to a country that I’d never visited before and didn’t speak the language, I’d welcome all of the help I could get. It’s all about treating our customers how we’d like to be treated.”

Often, too, the project manager is the only point of contact for many customers. One Saturday before Christmas, several of Tammie’s customers from Mexico had gone to the Nebraska outlet mall store located between Lincoln and Omaha. While there, they accidentally locked the keys in the trunk. The rental agreement and all of the insurance information were locked inside the car.

Tammie was one of a handful of people they knew in the area, so they called her. She made a few phone calls to find out which rental company they had gone through and what insurance coverage they had, and she called the car rental company. A representative for the rental company took the stranded shoppers a new car so they could drive back to Lincoln, and he waited at the mall for a locksmith.

People Are People

Lincoln Customer Service Manager Monte Reeves says there’s no magic formula for building trust and confidence.

“It comes from taking the time to get to know each customer as a person,” says Monte. “Once you find out about their hobbies outside of work, where they like to vacation or what their spouse and kids’ names are, you have a way to connect. Regardless of whether you’ve known someone for four or 40 years, the bonds grow and thrive.”

In 2006, Vice President of Marketing and New Business Development Steve Gade proposed having customer dinners every other week at local restaurants in Lincoln and Battle Creek as a way to relax with our customers outside of work and to let customers meet and visit with one another.

“The Wednesday night customer dinners were originally planned to simply allow us to show our appreciation for those customers who were in town overseeing projects.  They have since evolved to also facilitate the creation of a sense of community amongst our customers,” says Steve. “I think the rule of degrees of separation in the aviation industry could be reduced to two degrees instead of six; so many of our customers share common experiences and relationships. Another unexpected benefit for us is that it provides our customers the opportunity to give our senior leadership unsolicited, casual feedback on the industry, our competition and our company.”

Rich Boyadjian, director of maintenance for TWC Aviation in Van Nuys, California, says, “Duncan Aviation has the customer service side of its business down. Everyone is included in the customer lunches and dinners, regardless of the cost or scope of the project. I especially like the customer dinners because they provide a way to relax away from the work day, and I get to talk with other owners and operators I’d probably never otherwise have met.”

Carlos Martinez Canchola, powerplant engineer for Aerolineas Ejecutivas, in Toluca, Mexico, was at Duncan Aviation’s Lincoln facility with his company’s Learjet during a frigid February that produced a stretch of single-digit temperatures.

During introductions at one of the customer lunches, Carlos said, “This is my first time in Nebraska, and I do not like the cold at all. But everyone here at Duncan Aviation has made us feel warm and welcome. The people here are really very kind.”

Following Advice

In an effort to build relationships, encourage open communication and foster the trust and confidence of our customers, Duncan Aviation also established a Customer Advisory Board (CAB) in 2004.

“Listening to our customers is critical to our continued success. We convened the first Customer Advisory Board to help us accomplish our mission of continuous improvement and customer-centered innovation,” says Jeannine Falter, vice president of business development.

By working with boards in Europe, Latin America and the United States, Duncan Aviation hopes to tap into the insightful perspectives of the various members to gain a clearer understanding of business aviation and customers’ expectations around the world.

“Board meetings always involve lively, intelligent discussions about pressing business aviation challenges,” says Jeannine. “CAB recommendations have influenced company decisions on billing policies, customer service best practices, the use of technology and social media and many other important aspects of our business.”

Tim Ganse, aviation manager at Cimarex Energy Company in Englewood, Colorado, has been a member of the Duncan Aviation CAB for two years.

“The leadership at Duncan Aviation is open to the input and suggestions from CAB members. They encourage creative thinking,” says Tim. “Serving gives me the opportunity to discuss issues and items that affect operators who don’t have a seat on the CAB, too. Trying to solve problems and help Duncan Aviation evolve to become more successful is a goal that all CAB members take very seriously.”

By fostering opportunities to communicate with customers in as many settings as possible, Duncan Aviation hopes to keep the level of trust high. That, in turn, helps build the foundations of long-lasting business and personal relationships.

Read more Duncan Aviation customer stories in the Spring 2015 Duncan Debrief. 

In the seven years Technical Manager (Director of Maintenance) Klaus Rasmussen has worked for Denmark-based Air Alsie, he’s traveled to Duncan Aviation in Battle Creek, Michigan, many times. 

Learn why he continues to fly the more than 6,500 kilometers for aircraft service.

Of the 20 aircraft Air Alsie manages, 15 of them are Falcons. Although Air Alsie is a factory authorized Dassault Line Center and performs smaller inspections, minor repairs and warranty claims, Klaus says he still sends the Falcon aircraft he manages to Battle Creek for major structural repairs and modifications and for C inspections because Duncan Aviation is a Dassault authorized heavy service center.

Starting the Relationship

In 2011, Klaus attended the European Business Aviation Convention & Exhibition (EBACE) in Geneva, Switzerland, where he met Duncan Aviation’s European Regional Manager Arjen Groeneveld. Klaus remembers wondering how Duncan Aviation’s prices compared to the European service centers.

Arjen quoted three C checks, some avionics installations and minor modifications. Klaus was impressed with the prices, and after taking those first Falcons to Battle Creek in 2011, he was also pleased with the workmanship.

“On that first trip to Battle Creek in 2011, we were checking out the quality. We’ve been to other facilities for inspections and interior work. In the end, our decision was based on the fact that we’ll get good quality at better prices at Duncan Aviation than at the other facilities,” says Klaus.

Another reason Klaus values Duncan Aviation is because of the transparent approval system. Duncan Aviation’s online project tracking system, myDuncan, lets him follow the check almost in real-time, and, when the work has been completed, all of the paperwork is finalized immediately.

“I appreciate it that we don’t have to wait. We get all of the paperwork, invoices and certification immediately,” says Klaus. “We check the invoice, and the prices are always pretty close to the figures that we had budgeted before going in. That’s extremely important to us because we don’t own the aircraft – we manage it – so all of the costs are passed along to our customers.”

Deepening the Relationship

L to R: Project Manager Shawn Busby, Technical Manager of Air Aisle Klaus Rasmussen and Airframe Service Rep Alan Monk.

Since that first trip, Klaus has been back to Battle Creek numerous times, and he’s developed close relationships with Senior Airframe Sales Representative Alan Monk and Project Manager Shawn Busby.

“The personal relationships make it easy to get in touch with the right people when there are issues. And, let’s face it, there are always going to be issues,” says Klaus. “It’s important to me to know Arjen, Alan and Shawn so well I can reach any of them at any time. I don’t want to have to go through a layer of people who don’t know me or care about me or my aircraft. I want to go to them directly, and I can and do.”

Often work relationships develop into close personal friendships, and Alan considers Klaus a friend as well as a customer.

“We both have families, and Klaus and I often talk about our kids. It’s interesting because parents seem to face similar issues no matter what part of the world they call home,” says Alan.

Shawn also values the close, personal relationship he has with Klaus.

“Personally, I consider Klaus as much of a friend as I do a customer. I enjoy hearing about his daughters, what they’re doing, and their horseback riding adventures,” says Shawn.

Read more Duncan Aviaton's customer in the latest issue of the Duncan Debrief.

As the only family owned MRO with thousands of team members and a presence that spans the globe, what helps us stand out, what makes us different, what allows us to rise above the rest, is our people and the relationships they develop and maintain year after year.

That focus will be very apparent in booth #208 at the 2014 National Business Aviation Association (NBAA) Meeting and Convention in Orlando, Florida.

From left to right: Project Manager Gary Dunn stands with Chief of Maintenance Greg Hamelink and Avionics Team Lead Matt Collins in front of three aircraft they've worked on together at Duncan Aviation's BTL location.

Why do relationships matter? Don’t all customers want the cheapest price and the fastest turntimes? Sometimes, yes. But when it comes to the jet your family, friends and co-workers fly on, you want a trustworthy individual you can call anytime about anything. You want to work with a place that values their team members, creates a sense of community and leaves a lasting impression.

Our customers demand a company that lends a hand to others instead of looking only at the bottom line. We want to convey that we value your needs as if they were our own. Customers aren’t just a number. They become part of our family.

Those relationships are the reason why our tech reps spend a holiday with their customers after helping them out of an AOG situation. They’re also why our project managers plan family vacations with customer reps and road bike together on the weekend when their jet is in one of our many hangars.

Those relationships extend beyond the one-on-one interaction. Teams who work with OEMs and others in the industry develop new products and improve existing ones because that collaboration and trust was built alongside a friendship.

So, this year at NBAA, we’ve opted not to build a brand new booth. Instead, we offer a comfortable place to sit and the opportunity to talk to our most valuable assets: our people.

Come, cultivate a new relationship and see why Duncan Aviation is an experience, unlike any other.

For more information, visit Duncan Aviation at booth #208 at NBAA 2014 held Oct. 21-23 in Orlando, or watch for announcements at www.DuncanAviation.aero/nbaa.

How does Duncan Aviation meet the needs of its South American customers, from the northernmost Punta Gallinas, Colombia to the southernmost Cape Horn and everywhere in between?

Meet Allan Orsi.