How To Accept Problems, Then Solve Them

In the fast paced, non-stop world of aviation, problems happen and they happen often.  Most people look at problems as a bad thing. They're afraid of them. It controls their every move. The more they're afraid of the problems, the bigger, more complex the problems will become.

This is the very reason we've adopted a core value here at Skylink, "Accept Problems, Then Solve Them." Sitting at our desk worrying about a problem does nothing. Getting to the root of the issue and solving it does. There are a number of ways we tackle problems.

Listening

We're active listeners. 

If it's a client showing concern, we listen. If it's a team member who has a problem, we listen. If it's a supply chain partner explaining a delay, we listen.

By listening, we hear the other person and can effectively translate what they are saying into solutions.

The art of listening is the first step to proper communication and problem solving.

If we're not listening, then we're not solving. And if we're not solving, we're not practicing what we preach.

Advice process

This concept isn't new for us but the methodology and practice will be a reoccurring topic in our daily communication.

We are a self-managed organization giving people autonomy to make decisions as they see fit. The only requirement when making a decision is to seek advice from the people who will be directly affected and people who have knowledge in the subject.

The advice process isn't the "manager" making the final decisions but instead it's the collective group working together for the best viable decision. The person leading the team then formulates the responses to output the right solution.

5 Whys

The simple question "why" is a great concept to actively engage a problem.

When a problem comes up at Skylink, we tackle the issue by asking "why."

Stubborn and recurrent problems are often symptoms of deeper issues. A "quick fix" may seem convenient, but it's really just a temporary solution and it may solve only part of the problem.

To solve it properly, you need to drill down through the symptoms to the underlying cause.

The 5 Whys is a simple, practical tool that is very easy to use. When a problem arises, simply keep asking the question "why" until you reach the underlying source of the problem, and until a robust counter-measure becomes apparent.

The 5 Whys uses "counter-measures," rather than solutions. A counter-measure is an action or set of actions that seeks to prevent the problem arising again, while a solution just seeks to deal with the situation. As such, counter-measures are more robust, and are more likely to prevent the problem from recurring.

Each time you ask "why," look for an answer that is grounded, in fact: it must be an account of things that have actually happened – not events that might have happened. This prevents the 5 Whys becoming just a process of deductive reasoning, which can generate a number of possible causes and, sometimes, create more confusion.

Keep asking "why" until you feel confident that you have identified the root cause and can go no further. At this point, an appropriate counter-measure should become evident."

Contingencies

We make hundreds of decisions every day.  One of the ways we expedite problem solving is by having contingencies in place at every level. Or at least know the worst case scenario.

A good example is in repairs. If we have a repair in process for a pooling rotable and the units goes BER, what's our backup? If we already have the contingency in place when the units goes BER then we've expedited the resolution process.

Contingencies are crucial throughout our entire operation. 

It's very important that everyone on the Skylink team knows and understands how to accept problems and solve them. We live and breathe this and when were all in sync, problems are a mere speed bump into the flow of the Skylink way.

Are you afraid of problems? Do you encounter problems on a daily basis? Fill out the form below and let's chat about how to get you to overcome these obstacles.

Why No One Is Listening To You

How does it feel, being ignored? You pick up the phone and get voicemail. You email and get no reply back. You text only to be ignored. In the world of fast paced jets, communication moves at the speed of idle dirt. Dealing with aircraft maintenance supply chain partners is a chore.

It's like babysitting a child that doesn't listen.

Nowadays, we have social communication mediums like Facebook, Twitter, Whatsapp, and the ancient phone, text and email. Yet, listening and communication skills are at an all time low. It's a mind numbing epidemic.

So why are people not listening to you? Why does it seem like nobody cares?

It's Not A You Problem, It's a Who Problem

When supply chain partners don't actively engage you in a conversation, it's not a you problem, it's a who problem.

It's very common to have a need and to have to pull teeth to work through a problem and find a solution. The person you should be relying on most is out to lunch with their phone turned off. They say "I-care-a-lot-about-you" but actions speak louder than words.

I'll give you a quick checklist to identify the who problem:

• They don't reply to your email for hours
• You don't have a cell phone number for them
• You leave voicemails and they never return your call
• You leave voicemails and it takes days to get a call back
• They don't accept your social media requests so you can build trust a rapport with them
• They are hard to find on the internet
• You have no way to text them
• They're never on Skype
• They don't have Whatsapp
• You can't call them after hours or on the weekends
• Every time you talk to them it always sounds like they have something more important to do

This is why we have 24/7 dedicated Account Managers.

You can contact them personally any time you want. People who we can create the greatest value for and who benefits from our solutions has entire access to their Account Manager. It's about creating a "WOW" experience.

When you're not being heard and you identify it's a who problem, look at your options and figure out another way.

The Downfall of Demands

Another big issue it the constant pressure of demands, it could be you doing the demanding or the other party.

Constant demands will have the other party running. Communicating and listening together is entirely different.

Here's a great example. We had a new customer contact us and every time we engaged them in a solution for their rotable RFQ needs, they would demand a "cheaper" price. It was never good enough and pretty soon we became disengaged. With the prices we were quoting they got 100% logistical support, 24/7 access to a dedicated Account Manager and unparalleled service.

They know that they can trust us and we do as we say. There's no having to babysit us. In this particular situation it was a matter of $100 that they demanded we come down to. It was a constant demand of lowering prices and a constant demand of shipping things faster than agreed upon.

Every time we worked with this client it was a demand. It was never collaborative.

Are demands sometime necessary? Yes, of course, but doing more demanding and less communication and collaborating gets most people nowhere.

Listening is much more productive than talking and it's a critical flaw in a lot of supply chain partners communication style. Know the who and watch out for the constant demands.

Do you feel like your constantly ignored? Do your supply chain partners have a listening problem? Well fear no more my friend. Fill out the form below and let's show you how good listening skills is done.

Skylink Teams Up With Embry-Riddle Aeronautical University

This week we invited the prestigious Embry-Riddle Aeronautical University to come in and take some retired spare parts off our hands for their classrooms. We were delighted to donate these parts as it provides a great hands on learning experience for the prospecting students attending the University. Moreover, it was great to team up with a well known university that has grown its roots from the first flight of the Wright Brothers back in 1903.

The Truth About Aircraft Engine Transport

If you lived in a world where turbine engines grew on trees, aircraft engine transport would be irrelevant. Unfortunately this is not the case.

Moving engines is a task all airlines will experience at some point. You may even experience it several times a year depending on your fleet size.

You put trust into the companies you designate to organize the logistics of its transport. And trust is important.

These are machines that can cost as little as $250,000 and skyrocket to multi-million dollar assets. There’s no room for error and we see constant mistakes from our experiences with freight forwarders who have moved our engines.

When you’re shipping your engine keep this in mind.

Be Prepared For The Unexpected

Rarely do things go according to plan 100% of the time. There may be schedule changes, import issues, improper documents, mother nature, or many other things

When it comes to aircraft engine transport, the number one delay is cargo carriers bumping the freight. When and if you decide to ship your engine air freight allocate time for delays.

Delays are common and unavoidable and will undoubtedly occur. Whether it's a flat tire during land transport, loading issues, lazy freight forwarders or the 1,000 other things, delays are certain. Adding an additional 7 days to your transport time is ideal.

Unless you’re AOG in which the higher fees will ensure expedited shipment.

Another common problem with engine transport is unclassified HAZMAT. You will be shocked at how many shippers and freight forwarders don’t think engines are HAZMAT. It is ideal to tell your shipper that your engine is hazardous material from the beginning. This will avoid last minute DG documentation and the proper process for dangerous goods export.

Aircraft Engine Transport Reliability

Moving your valuable assets is important and we live in a world where international transport is required.

Just as you would when you choose an aircraft spare parts vendor, you must choose a partner or freight forwarder who can manage your shipment properly.

Without choosing the right partner your engine will experience significant delays, transport issues and even damage.

When there is communication through the entire logistics process, you’ll be less stressed, your asset will be in good condition and your life will be much easier.

Do you have issues with engine transport? Are you looking for a transport partner? Click here and we can help.

A $20,000 Shipping Mistake and How To Avoid It

When you purchase a component for your aircraft, no matter the cost, you expect it to arrive in good condition, right? This isn't some crazy dream I've come up with.

You spend the money, so you expect the part being shipped to withstand a rough transit ride to your facility.

Makes sense, right?

Just recently we purchased a $20,000 beam assembly from an OEM. Yes, an OEM! When the beam arrived the shipping box was ripped, but we've also seen MUCH worse. After further inspection, we noticed that the grease port fitting was bent through the beam assembly. As you can see from the picture, the package was severely under packed and the damage could have been avoided with proper shipping measures.

It's about preparing for the worst in transit and not having to spend money insuring the shipment.

Here are 5 steps you can tell your aircraft parts supplier to follow and avoid a shipping nightmare for your rotable parts:

1) Use the fist rule

By using the fist rule your aircraft parts supplier should be able to fit their fist between the aircraft part and box. This is a minimum of what should be allowed between the part and box.

2) Measure with your finger

Enough bubble wrap should go around the unit to create a 1 inch barrier around the component.

Fun fact: From the tip of your finger to the first joint is about 1 inch.

3) Use appropriate stickers

If the material is fragile, make sure fragile stickers are on the box. A little secret, if you put a "Be Careful: Glass" sticker on the box, it's more likely your forwarder will treat the package with respect.

4) Take pictures

Make sure your aircraft parts vendor takes a picture of the box prior to departure. This will make sure they stay accountable and ship in an appropriate box.

5) Choose the right method

If you have a very expensive part, or if it's fragile, make sure to ship it air. You'll avoid the bumpy road and mass handling from one truck to the next.

By avoiding careless shipping methods you can ensure that your aircraft parts supplier ships your expensive material appropriately. This will not only save you money, but also time from resolving the problem.

By working closely with your vendor, they'll know how you expect your material to be shipped and adapt their processes.

Make sure they ship smart and avoid the issues with transit damage.

How do you want your packages shipped? Have you ever incurred a problem? Tell us about it. Comment below.

5 Laws to Follow When Choosing an Aircraft Component Repair Vendor

You call and no one responds. You email and no one reads it.

You state your urgency, but urgency isn't given.

Whether you're dealing with an aircraft component repair vendor or even the barber down the street, you want to be heard, understood. Am I right? Or have I fallen off somewhere?

With aircraft component repair vendors, there are 5 unwritten laws you must follow. Each of these laws must be followed, you can't pick one and not the other.

If you follow these laws, your life will seem easier, the relationships with your repair vendors will be strong and your bottom line will begin to rise.

So what are we waiting for?

Here are the 5 laws to follow with choosing an aircraft component repair vendor:

1) Communication

The law of communication allows both parties to be on the same page. Communication creates a win/win relationship. Do they communicate effectively?

2) Organization

The law of organization is how the relationship is molded. It's how you and your vendor understand one another. Are they organized?

3) History

The law of history gives you great insight on your repair management partners past. Where have they been, where are they going and how do you fit in the picture. Do they have a history?

4) Personality

The law of personality goes deep into the organization. Once you know their personality, you'll know their intentions. Do they have a personality?

5) Flexibility

The law of flexibility shows if thry're agile or motionless dictated by corporate red tape. Agile is always good.

These laws give you a deep understanding  of your aircraft component repair vendor and should be the backbone of your decision making process. They will guide you to make rational, calculated decisions to work with a vendor that understands and cares about your unique operation.

Have you missed the other 3 parts of this aircraft repair management series?

Series 1: Does Aircraft Component Repair Keep You Up At Night? Series 2: 7 Ways Repair Management Can Simplify Your Life Series 3: 12 Point Checklist To Reap The Benefits Of Understanding Your Aircraft Repair Management Partner

We would love to hear from you. Do you follow these laws? Either send us an email or respond in the comment section below.

11 Point Checklist To Reap The Benefits Of Understanding Your Aircraft Repair Management Partner

Do you feel beat up with the frequent stress of your aircraft component repair process?

I'm with you, but the good news is...

You've made it! You're on part 3 of our repair management series. If you've missed part 1 and 2, go take a look:

1: Does Aircraft Component Repair Keep You Up At Night?

2: 7 Ways Repair Management Can Simplify Your Life

Remove the complications for your component repair processes before it even starts and eliminate any probability of vendor carelessness. This is your goal, right?

It's not always easy, but it's imperative for a clean ride through the MRO world.

Always start out with the basics by knowing your vendor well and remove any problems before they even start. You'll spare yourself the trouble of finding out too late that your vendor might not have the capabilities you thought, or the personalities you would like to deal with. And this is all right, it just might not be the right fit for you.

This simple checklist can help you avoid committing to a repair management partner before you know them.

1) Ask them to tell you what they do over the phone

This step is REALLY easy, but it can tell you a lot about a person. If most of their conversation is about them and they sound like a used car dealer, that may be a red flag.

2) Ask them to explain their history

If they have no history, they may not have enough experience to handle your needs.

3) Tell them to describe their colleagues

If they can't talk about their colleagues, they may have internal conflict, which is a bad team environment.

4) Have them fill out a quality control audit

This will ensure that all the material you're sending will be accounted for and stored properly. If you don't have an audit for them to fill out, they should have a pre-made one.

5) Get to know your account manager through video chat

This will build a stronger relationship, and you will get to know them on a much deeper level. Trust isn't a commodity.

6) Have a brief conversation with an executive

If upper level management doesn't have time for a paying customer, you shouldn't have time for them either.

7) Have them send you a video of their warehouse

Since distances can be so vast between one another, this will ensure you're working with a clean facility that will ensure your material is taken care of.

8) Review their receiving / shipping checklist

This simple document will show you that your vendors double check what's incoming and outgoing, keeping quality consistent.

9) Take a look at their quality control manual

If they don't have one, enough said.

10) Call or text your account manager after hours

There doesn't need to be a reason for your call or text. By doing this you'll understand if they respond or answer after hours. This is for peace of mind above all else.

11) Visit their facility

If they welcome you with open arms, they're a relationship based organization.

This checklist is a resource for you to use to understand your aircraft repair management partner and to ensure your relationship will work. If it doesn't, thats fine but you'll be able to know this well before you start spending money. Use this checklist for piece of mind and to build a strong relationship with your partners.

Enjoy!

Did you try this checklist? Comment below and let us know how it helped you.

Your Aircraft Parts Supplier is a Robot

The New Year has arrived and everyone proclaims it's supposed to be a new you. You constantly hear about New Years resolutions, or the life altering changes you should be making. Personally, I think it's a joke.

Why do we wait for the beginning of the year to be better, faster, or stronger? Or more simply, why do we wait for a new year to make an effort to treat people like humans? Your aircraft parts supplier is renown for this.

Robots: The Aircraft Parts Supplier Dilemma

Why robots you ask? Because no human acts like the typical aircraft parts supplier.

Just recently we needed to send a flap actuator to an aircraft parts maintenance facility. Our repair manager called the shop to make sure their lead time was within our limits and that their capabilities were still current. The repair facility gave him all the information he needed so we shipped the part. The next day, the shop received the part and they notified him that they no longer have the equipment to test this type of part.

After making them aware of their mistake, their response was "Sorry for the inconvenience."

DUH!!!!

Of course this is an inconvenience. With a lack of incompetency on their part, we didn't even receive a human, natural apology, just a "sorry for the inconvenience."  I proceeded to write an email to their general manager, no response back.

Just as myself, I'm sure you deal with this all day long. But why must we subject ourselves to this torture?

Your Money & the 2013 Forecast

The following attributes will continue to plague 90% of the aircraft spares industry:

1) Incompetency: You will continue to see aircraft parts suppliers coming into the industry trying to "make it." They will do whatever is necessary, including falsifying records, charging low fees and then raising them (bait and switch), and saying they have capabilities for something but really don't. These companies take on whatever they can with no direct knowledge of what they're doing.

Tip: You need to be very wary of companies such as this. They can cost you more time and money and they're an absolute nightmare to deal with. A good rule of thumb is look for an aircraft parts supplier that's been in the industry for 20+ years. These companies have the right operational structure to make it through major economical events with vast experience backing them.

2) Care free attitudes: Frankly, 90% of aircraft parts suppliers don't care about you! Did I just say that? Sorry, but it's the truth. They only care about your money. It's sad, I know, but it's the inevitable truth of B2B transactions. If something goes wrong with your order, or you're not happy, its fine to them as long as they know you've committed to putting extra money in their bank.

Tip: This is unfortunate, but the way you can eliminate this is by dealing with aircraft parts suppliers who actually care. If they care about you, about your company and about your operations, your life will be much easier. If they act like they don't care…RUN.

3) Inhuman Behavior: Most of the people you deal with talk to you in a way they would never talk at home. They are robotic and an absolute bore to deal with. This behavior is more than likely a reflection on the entire organization. They say things like "sorry for the inconvenience" with no action plan to make things right. They have no emotion or sense of humor and they get though the day by doing the bare minimum, never trying to completely satisfy you.

Tip: Fire these vendors. You want a human behind the phone and / or computer. Real human interaction makes the job funner while ensuring your needs are meet. We are a social species and if someone is acting like a turkey, go elsewhere [Tweet This].

2013 is going to be a good year for the aviation industry, however keep in mind that 90% of all aircraft parts suppliers have no clue what they're doing and they have no desire to care about you as a human.

Have you ever had experiences with aircraft parts suppliers who acts like a robot? Tell us your story.

Fire Your Aircraft Parts Supplier [Infographic]

Introductory:

We've all experienced this madness and some aircraft parts suppliers just don't get it. Their brains have landed on the moon to never return. 

You and I can sit down and try to figure this out but we never will. Some people, some things and most organizations are still stuck with an old way of thinking. This can be okay in some situations, but not in an environment were the world changes everyday. Your individual needs are not universally the  same and aircraft parts suppliers must recognize this and be able to effectively communicate with you.

You are human, we are human, but sometimes I feel like I'm talking to someone from a different planet. Maybe the moon? This infographic shows the communication gaps between company and client and the reasons you should fire your aircraft parts supplier.

What are the customer service issues you experience with your aircraft parts supplier? Comment below.

7 Ways Active Listening Can Prevent Aircraft Parts Supplier Sabotage

Lets face it. Aircraft parts suppliers can be the WORST listeners. Yes, I said it! It's not that they don't care, they're just disengaged from reality. Or maybe they don't care. Could be both. You try to communicate with them, but every time it seems like nothing progresses, or it's the same old behaviors. The below picture is probably what they're doing on the other side of the phone right now.

This happens all the time, but there's no need for me to tell you this, I'm sure you experience this much more than I do.

But, you continue to try to give them the benefit of the doubt.

Here's how you can fix that...

Recognizing poor listening skills

Most of us have trouble actively listening. We have so many distractions and noises that pull us from our tasks.

My colleagues will come in my office and say something, I'll say uh-huh, or yea and completely miss the entire conversation. Does this sound familiar?

I've recognized this, as I'm sure you have, and try to focus on listening better.

The problem arises when your aircraft parts' supplier stops listening to what you have to say and gets distracted. This is the WORST time to not listen.

The reason this occurs is simple. They just don't care, or maybe they do, you just can't tell.

7 tips you can teach your aircraft parts supplier to actively listen

1. They must decide they want to listen - Listening can't start without them deciding they want to be present in the conversation. There's an age-old saying that we have two ears and one month, so we can listen twice as much. They must first commit to unselfishly wanting to listen to you.

2. Give 100% - If they're truly interested in your discussion they will be present for the entire time. They should push all other tasks aside and avoid multitasking. If they don't, they're not listening.

3. Listen 75%, Speak 25% - Once your aircraft parts' supplier begins talking more than you, it's a sales pitch. They should be able to listen to your concerns and instructions and only speak 25% of the time. Why must we talk more than this?

4. Respond with interest - During the conversation they need to show verbal and non verbal cues. It can be nodding, smiling, or commenting but they must show interest. When they respond, if they speak at the same energy level as you, they're definitely interested.

5. Let the speaker finish - I know what you're thinking. This one is the most frustrating of them all. There is nothing like you presenting your concern or instructions and being interrupted every sentence. Our brains speed along four times faster than we speak, so your vendor needs to make a conscious effort to not finish your sentences or interrupt. Waiting for pauses could be a good opportunity for them to comment, but not while you're speaking.

6. Show understanding - Just because they say, "I understand," doesn't mean they actually do. Crazy, right? They need to prove to you they do. This can happen a number of ways. They can restate your idea or they can ask a probing question to get deeper into the topic. Simply repeating what you said doesn't count. They must show comprehension.

7. Be respectful - They need to show you that they take your views seriously. Changing their tone of voice, rate of speech and choice of words are all great signs that they're being empathetic.

Thats it! Thats all they have to do. By listening, your aircraft parts' supplier will be able to better understand your needs and requirements. They will also be able to communicate with you better.

There's nothing worse than talking to someone who acts like they slept through your conversation.

What are some listening issues you've come across when dealing with an aircraft parts supplier? Comment below.