With Cessna’s new Service Direct by Citation, the company’s product-support experts have devised a way to extend Cessna-brand maintenance services to customers who might not be near a Citation Service Center.
Service Direct, announced at the NBAA Convention in October, combines existing Citation services with newly developed programs, said Mark Paolucci, senior vice president of customer service, “to provide an offering of complete logistical support.” That means, he explained, a different way of delivering service or “call us anytime you need us” capability. He pointed out that a consumer with a broken refrigerator doesn’t haul it to the fix-it shop; the repair person travels to the customer’s house. “We’re moving in that direction,” he said, “which helps customers avoid using up airplane cycles, wearing out brakes and burning fuel.”
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