Inspiring Loyalty in your Partners: We all aspire to have loyal and reliable partners. Particularly in B2B companies where we understand so much about the others’ pressures and challenges, close working relationships are crucial. Vendors become an extension of ourselves – that is the highest level of trust you can have with someone outside your organization. It’s not easy to achieve, but it’s important to achieve it. Here are a few of my thoughts on how it is done.
Building trust
Essentially, your role is to find the best solutions to clients’ problems. You’re there to take on the inconveniences, complications, and challenges and turn them around in your clients’ favor. This means understanding exactly what they need and what their priorities are. It’s not always going to be easy, and you will experience issues. However, it’s hugely important to dispense with the sales smooch and level with your would-be clients: give it to them straight. There is nothing more powerful and likely to build lasting trust between you.
Maintaining relationships
When you have successfully delivered consistently enough to have won your clients trust, now it’s about maintenance. But, if you think you can keep doing the same thing to maintain your relationship, you’re wrong. At this stage, you need to become even closer to your client. It’s not just about facilitating their missions, it’s now about being their partner. Understanding them more so you are able to anticipate their needs and mitigate their concerns.
Adding value
Don’t be reluctant to give the client more than you get (or charge for) in return. Long-lasting relationships built on trust and loyalty are of course reciprocal, but not entirely on a quid pro quo basis. Sometimes it can be plain sailing for one partner and a time of enormous challenges for another. In other words, it’s ok to invest a lot more in your client from time to time, safe in the knowledge that it is appreciated and when the time is right, they will return the favor. Both of your successes are tied to each other so supporting them in theirs secures yours.
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Mitch Launius
Instructor Pilot for 30 West IP
Mitch is the CEO of 30 West IP where he is also an instructor providing pilot training on international procedures. With an illustrious career of over 34 years in the cockpit, Mitch has acquired over 13,000 hours of flight time flying worldwide, with over 9,000 hours of this in Challenger and Gulfstream aircraft. He is an experienced safety officer and was also an IS-BAO project manager for a fortune 500 flight department. He has presented on Safety and Operations topics at the NBAA International Operators Conference and the Canadian Business Aviation Association Convention and is currently on the NBAA International Operators Committee and serves as the North Atlantic Regional Lead. Mitch is also a member of an FAA working group on General Aviation International Authorizations and Tabletop Exercises (GIATE). He was recently selected to represent IBAC as a member of the ICAO Personal Training and Licensing Panel (PTLP) and was also recently named as a 2020 recipient of the NBAA Tony Kern Professionalism in Aviation Award for his contribution to the business aviation community.
Henry ‘Duke’ LeDuc
Director Of Operations, Americas, UAS International Trip Support
Duke has been a dearly respected member of UAS Americas team and the UAS global family for more than five years. A safety-oriented, FAA-licensed aircraft dispatcher, he oversees all of the operations of the elite UAS Operations Team. With twenty-five years of experience in aviation overall with more than fifteen years of experience in international flight planning and VVIP trip coordination, he is responsible for the development of the dispatch training program and involved in the strategic development of UAS Americas. With a myriad of rich aviation experience behind him, he has extensive experience in worldwide operations with both corporate and charter environments, including seven years as Operations/Dispatch Manager in an industry-leading, Fortune 500, IS-BAO Stage III Certified corporate flight department. Duke is frequently asked shares his knowledge at major industry events and is currently serving on the NBAA’s International Operators Conference (IOC) Planning Committee.
Dudley King
President and Founder, FlightBridge
Dudley is the Founder and President of FlightBridge, which he established in 2011 and has been focused on technology solutions for the private aviation industry since 2006. Since he graduated from Dartmouth in 1988, he has worked with an array of companies listed anywhere from VentureWire to the Fortune 100. A rare blend of executive, entrepreneur, and consultant, Dudley’s executive roles have included acting CIO positions for several companies and tech advisory services to CEOs trying to rebuild their technology organizations or looking for an external, professional point of view. Highly skilled at deeply understanding his customer’s business challenges and drawing from a long and varied experience in information technology services, Dudley excels at designing technology solutions to solve their problems.
Dr. Paulo Alves
Global Medical Director, Aviation Health, Medaire
Paulo has extensive experience in medical advisory in the aviation industry. As a cardiologist, he provides technical guidance and analysis for MedAire’s MedLink medical advisory service and is MedAire’s liaison with civil aviation regulators and industry associations. Paulo worked with Varig Brazilian Airlines for 23 years, 10 of which were spent as General Medical Manager. A member of the MedAire Medical Advisory Board, Paulo is also President of the Ibero-American Aerospace Medical Association, a member of the International Academy of Aerospace Medicine, a member of the National Business Aviation Association (NBAA) Safety Committee, a Fellow of the Aerospace Medical Association (AsMA), and a Fellow of the Civil Aviation Medical Association. Throughout his illustrious career, Paulo has held industry leadership roles including Chairperson of the AsMA’s Air Transport Medicine Committee, President of the Airlines Medical Directors Association, President of the Brazilian Society of Aerospace Medicine and was a member of the IATA Medical Advisory Group from 2002 to 2006.
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