What is the real cost of defects???
The bread and butter of General Aviation is people who have money and want to spend it flying with their friends and family. However, their passengers may not have done much flying in light aircraft.
To a newbie (be it a guest or student) what do minor defects indicate? Do they not indicate that there is a "couldn't care less" attitude, or a "shee'll be right" attitude? Unless you have been hooked or indoctrinated otherwise, it is far easier to NOT fly if you value your life.
In the long run, you will find that there is far more customer satisfaction and repeat custom with those who FEEL that the aircraft are maintained to a very high standard. With all the negative hype that the media expounds, we all know that flying is NOT SAFE. Therefore it is our job to convince otherwise.
It might be a small cost to replace a light bulb, or have that funny noise checked out, but I feel that in the long run, it will actually increase the profits through increased flying hours and word-of-mouth referrals.
The same goes for the state of the offices and facilities. First impressions count.
ECT?