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1. 09:47 AM - What makes a good Client? From a Mechanic's point of view (Roger Lee)
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| Subject: | What makes a good Client? From a Mechanic's point of |
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Posted from another site:
What makes a good Client? From this Mechanic's point of view.
I have talked in the past about what makes a good mechanic and what to look for
from the clients prospective.
Well let's think about what makes a good client to the mechanic? How can we help
ourselves as owners by being a good client and will this help the mechanic
do a better job on your aircraft?
You would think what I'm about to say would be just normal everyday common sense
on a few items and for many it is, but the little things we don't think about
ahead of time or verbalize to the mechanic can cost you extra money through
labor and may even cause something to get missed. (I know heaven forbid, but
it does happen)
First we need to start at the absolute beginning. Plan ahead and don't wait until
the 3rd week of the month and realize you are due for the Annual by the end
of the month. It is okay to get Annuals a tad early , even the month before
or at the beginning of the month you are due. Once you realize maintenance is
coming up call the mechanic you will use and set up at least a tentative day
to bring your aircraft to their shop. This way the mechanic can plan his schedule
and possibly have parts needed in advance. Make a written list of items you
want the mechanic to look at or fix. This keeps you from forgetting and allows
the mechanic to either get parts, research the issue or check for any service
bulletins (SB's) that may be specific to your request. Here's a biggy, always
talk nice to your mechanic he has your life in his hands (literally) and you
want them to do that extra good job on your plane.
It is very important to develop a good two way information exchange. You should
ask questions and of course the mechanic should be willing to answer all your
questions prior to your appointment. This will hopefully put both the owner
and the mechanic on the same page as to what needs to be done, answer the whys
and possible cost estimates.
So the big day comes and off to the shop you go. When you see your mechanic a
handshake works well and for the extra friendly owners maybe a nice male bonding
type hug. (optional)
You can help the mechanic by giving them your written list of items to do which
will help insure they address everything you want done. Next it is helpful
to remove the 200 lbs. of survival gear out of the luggage compartment. Some pilots
could make Survivorman jealous. (no offense) As a mechanic and owner I expect
my clients to give me any pertenant information for the particular job to
be done, which is where your written list comes in handy.(i.e. plugs, oil, tire
change, Dynon updates, aircraft pulls to the left during taxi, pull my stabilator
and check the pivot pin nut torque, ect....)
You say your mechanic should know all of this. Maybe in a perfect world we would
never have to tell the doctor what's wrong with us or tell the mechanic my
plane pulls to the left during taxi or the CPA what extra deductions you have.
There are many different mechanic personalities and skill levels out there.
So having a clear understanding of what you want done or expect is crucial to
good service by the mechanic. A good mechanic, doctor or CPA is always willing
to listen and if he doesn't care then look for another mechanic, doctor or CPA.
It is ultimately up to the aircraft owner to know what needs to be done to their
aircraft (i.e. service bulletins or timed out parts replacement, ect...). Now
I agree a good mechanic is up to speed here, too, but don't always rely on someone
else.
Know your aircraft. Look at the SB's, read down through the aircraft maintenance
check list and make a note or two to ask if you want. Look at the Rotax maint.
check list and do the same as far as a question or two. This way you know what's
going on, the mechanic know's you know and there is a more clear expectation
of what you want done.
If you want to stand around and watch (labor cost double here ) then just ask the
mechanic out of courtesy first. Some mechanics are easily distracted and don't
want someone talking to them while they work (this is not good for the pilot),
some may not want you to see their trade secrets (whatever they may be )
and it slows many mechanics down and may cost more in labor hours billed, plus
others are just uncomfortable, so ask first. For me I don't care if someone hangs
around, it just gives me someone to give a hard time to other than my dogs
and I'm sure they love the break. When all the maintenance is done look over
all the paperwork, (i.e. the discrepancy list, Rotax & Aircraft check list,
read the logbook label and look over the invoice). The mechanic should have spent
a couple of hours filling this out and you should take the time to look it
over before you leave. It should make the mechanic feel better that you have
noticed his attention to the paperwork and taken a role in the maintenance review
at the end of the work. I make all my clients look at their paperwork. It
usually takes me 2-3 hours of time at home to do the paperwork on every Annual.
Before you leave shake the mechanic's hand or don't forget that hug.
All these things add up and make the owner / mechanic relationship what it should
be, a mutual clear information exchange towards a common goal of maintaining
your aircraft so it will perform as expected and hopefully keep you in the sky
and out of the cornfield.
To summarize:
Pre-plan your maintenance a head of schedule
Make a timely appointment with the mechanic
Be friendly and courtesy
Make a list of maintenance items
Ask to watch
Take the time to look at the paperwork
Following these very simple practices will make you and your mechanic's relationship
better which in turn usually translates into a better job from a mechanic
that believes you care about what's going on and that you took notice of his
hard work and it makes for a more friendly atmosphere. This usually nets you
more attention from the mechanic on the work he performs for you because now he
has that warm fuzzy feeling about a client. (Was warm and fuzzy over the top,
you decide next time you do the right thing by your mechanic)
Last, but not least shake their hand and say Thank You like our parents taught
us. Being polite should always be the standard for the client (and the mechanic).
Having a great relationship with your mechanic pays dividends,
Roger Lee
Tucson, AZ
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Roger Lee
Tucson, Az.
Light Sport Repairman - Maintenance Rated
Rotax Repair Center
Home 520-574-1080 TRY HOME FIRST
Cell 520-349-7056
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http://forums.matronics.com/viewtopic.php?p=337220#337220
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