Publisher's Note

Feb. 13, 2009
Standing Out in the Industry

As the industry continues to endure the struggles of the economy, many companies are making changes to set themselves apart from the others.

In my new role with the magazine, I am traveling much more than I ever have. I enjoy flying on different airlines to see how each operates. Recently, I took a trip to California. It was difficult for me to leave the -30 degree weather in Wisconsin, but I was willing to make that sacrifice. Since my accident, I have realized the things that I took for granted. As we pulled up to the ramp to deboard the plane, the flight crew was so friendly and offered to help me get where I was going.

That made me wonder: What really sets companies apart from each other? Is it the extra perks? Or maybe is it the customer service that you receive? More so than before, companies from all industries, not just aviation, are putting a strong emphasis on customer service. When I choose to purchase from one company over another, I base it upon on how I was treated and the overall experience that I had. I know I can’t be alone in that. So often it is the bad experiences that we have that dictates what we will do next time.

That begs the central question: What is your business doing to set itself apart?

Speaking of standing out, we are again hosting the Ground Support Leaders of the Year awards banquet at the Aviation Industry Expo in Las Vegas. For those of you who are not familiar, we recognize five leaders from the industry and give a Lifetime Achievement Award. The event will be held in Room 109 & 110 of the convention center on Wednesday, March 11, from 5:00 to 6:30 p.m. Everyone is invited, and I urge you to attend.

I am anticipating a great show, but anytime that you can get an entire industry together is a success in my mind. I look forward to seeing you in Vegas.