At ASEC, building trust and maintaining customer satisfaction are more than just priorities—they are fundamental to our mission. Whether we are supporting military customers in Foreign Military Sales (FMS) or working alongside domestic defense programs, our commitment to integrity, expertise, and long-term partnerships sets us apart. Insights from Nick Cotroneo and Kirk Lingle, two of ASEC’s experienced leaders, provide a deeper understanding of how we cultivate strong customer relationships and uphold our core values.
The Foundation of Trust
Trust is the key to any lasting customer relationship, and at ASEC, authenticity is essential. In FMS, customers are not just seeking recommendations—they rely on our firsthand experience to guide their decisions. Nick Cotroneo emphasizes that customers don’t want to be told how we think they should operate; rather, they want to know how we did it ourselves so they can adapt their own approach.
“When we bring our ‘been there, done that’ approach mixed with our U.S. Navy viewpoint, it allows them to trust what we are saying. The customer doesn’t want to know how we think they should do it, but rather how we did it, so they can form their own approach. That is where the trust is built.”
ASEC also reinforces trust by demonstrating integrity and reliability. Kirk Lingle highlights that ASEC’s reputation is built on doing what we say we will do—a principle that resonates with our customers. In situations where we don’t have an immediate answer, we don’t guess; instead, we find the right resource within our vast network of experienced professionals. As Cotroneo explains:
“When we don’t know the answer or are not sure, we don’t ‘wing it’ to impress our customer. Rather, we admit it and work to find the right person so we can relay the response confidently.”
This approach ensures that ASEC is not only reliable but also a partner customers can count on for accurate and honest guidance.
Going Above and Beyond
True customer satisfaction comes from delivering more than what is expected. ASEC’s commitment to exceeding expectations is evident in the work we do every day. One powerful example comes from our experience with the P-8 Poseidon program, which was not originally designed for foreign sales.
When the U.S. government decided to offer the aircraft via FMS, ASEC took on the challenge of adapting the platform to international customers. Cotroneo describes how ASEC identified unnecessary components, provided cost-saving alternatives, and helped customers maintain mission effectiveness:
“When we discovered the items our FMS customers didn’t need, we explained why and how they could still accomplish their intended mission with alternatives or even without that particular feature. In one example, this led to cost savings of over $1 million.”
Similarly, Lingle points to ASEC’s proactive involvement at industry conferences, where we ensure that our customers’ needs are met. Most recently, ASEC supported an E-2D customer, ensuring that the aircraft’s original equipment manufacturer (OEM) provided all the necessary data for government objectives.
These efforts reinforce why customers trust ASEC—not only to deliver solutions but to act as true partners in mission success.
Consistency and Customer Satisfaction
Long-term relationships require consistent performance. ASEC ensures high-quality service by hiring the best people and continuously soliciting customer feedback. Cotroneo explains:
“Even the most talented engineer can learn more. We strive to approach our tasks humbly in that we are not experts on every aspect of this aircraft. We are talented enough to learn and understand complex systems and translate intricate details for decision-makers.”
Active listening is another critical element in understanding and addressing evolving customer needs. According to Cotroneo, the ability to develop repeatable solutions rather than just putting out fires is what creates lasting impact.
Lingle echoes this sentiment, noting that ASEC ensures customers’ needs are met through ongoing communication and problem-solving. This responsiveness strengthens customer relationships and reinforces trust.
“We address any and all concerns in a timely manner and ensure the solution we provide satisfies the customer.”
Long-Term Partnerships
One of ASEC’s greatest strengths is our ability to build relationships that last beyond a single contract. Lingle identifies three core values—value, loyalty, and honesty—as key to making ASEC a preferred long-term partner.
A significant advantage for ASEC is our low employee turnover, which preserves expertise and continuity. Cotroneo explains:
“Our employees are happy and enjoy their jobs. The few that have left often realize the grass is not always greener. We keep job satisfaction at a level that makes it hard for people to leave, even when higher salaries are offered elsewhere.”
These strong internal relationships translate into meaningful, long-lasting connections with customers. Cotroneo shares how these bonds often extend beyond the workplace, leading to personal friendships and unwavering support during major life events:
“The genuine relationships we develop with our teams and customers can carry over into personal relationships outside the job—attending weddings, celebrating births, and even mourning losses together.”
Lingle also highlights a case where ASEC’s exceptional performance led a former customer to seek out ASEC again in a new role:
“A P-8A customer moved to another PMA and remembered the work we did for him. He got us the opportunity to address his new PMA’s concerns—and we won the effort.”
Commitment to Customer Success
ASEC’s customer-first approach is reinforced by a culture of empowerment. Employees are given the autonomy and training to act in the best interest of the warfighter. Cotroneo reflects:
“In almost 10 years at ASEC, I have never once been told or had it inferred that ASEC wanted to put financial gain over ‘doing what is right for the warfighter.’”
Communication and transparency are also essential. Working in FMS brings additional complexities due to International Traffic in Arms Regulations (ITAR), which limit what can be shared with foreign customers. Despite these restrictions, ASEC ensures clarity and honesty in all interactions.
“We are honest when we cannot disclose a piece of information and unequivocally transparent when we are allowed. It takes training and experience to do this well, and we constantly check each other to ensure we are competent in our approach.”
Lessons Learned and Looking Forward
ASEC’s experience has shown that action speaks louder than words. Cotroneo emphasizes that hard work, competence, and problem-solving are the best ways to navigate difficult customer relationships:
“We are employed to walk the walk, not talk the talk. Action speaks volumes, and when there is a difficult customer, it is essential that our contribution to the team is unquestioned.”
Moving forward, ASEC will continue to strengthen customer trust through consistency, dependability, and proactive problem-solving. Lingle believes that learning who the customer truly is and adapting our approach accordingly is the key to maintaining strong relationships.
Both leaders offer valuable advice for new team members:
Cotroneo: “Listen, learn, and then act—in that order. Never accept boredom; find something interesting or somewhere to channel your talents and challenge yourself.”
Lingle: “Listen to what the customer needs and help them find a solution.”
By staying true to our values, ASEC remains a trusted partner in delivering mission-critical solutions.
One Word to Describe ASEC’s Approach to Customer Relationships?
For Nick Cotroneo, it’s Commitment: “When we are put into action, we get the job done.”
For Kirk Lingle, it’s Respect: “Mutual respect between ASEC and our customers results in continued professional relationships that lead to future opportunities”.
ASEC is more than a company—it is a trusted partner, a problem solver, and a team that puts the customer first.