Welcome back to The Stone Tablet™.  Thanks for the feedback you’ve sent regarding the topics of discussion in this forum.  We’re always pleased to share our perspectives on the industry issues we see and are equally pleased receive your feedback.

We’ve talked, on a summary level, about the “Seven Keys to Success in Business Aviation™”.  The “Seven Keys” are universal in their application.  Although we’re using the context of Business Aviation, as you read on, think in terms of your own business. The “Seven Keys” will fit.

Today, let’s do a deeper dive into the first Key, which is Alignment.

What is Alignment?

Remember the cartoon that circulated years ago throughout the offices of many companies, the one picturing the swing hanging from the tree?  It was quite fuzzy from being photocopied so many times, but do you recall the various ways the swing hung from the tree?  One configuration was captioned, “As Sold by Sales,” another, “As Designed by Engineering,” another, “As Installed at the Customer’s Site,” and finally, “What the Customer Wanted.”

The obvious point was…all configurations were different!  Singularity of purpose among this company’s internal organizations was certainly not evident.  Alignment was not achieved.

Organizational Alignment

The roots of organizational excellence begin in making sure that the expectations of the customer and the level of service provided meet precisely.  In other words, Alignment exists.  For the Corporate Flight Department, it all comes down to the basic question, “Is our organization completely in synch with the Host or Parent Company?”

Before you respond with an immediate “yes, of course!” ask yourself:

• Does everyone in your group really know where the organization is headed?  Can everyone describe, without notes or prompting, a common view of the future?  If not, your team’s efforts can be scattered and wheels can spin without result.  A well-crafted depiction of the future expressed in the form of a Vision Statement helps to create a focused and “Aligned” organization.
• Does your team know how the Vision will be accomplished?  Do they know the ways that success is measured?  An inspirational Mission Statement ensures that all oars are in the water and pulling in the same direction.  Another example of…yes, “Alignment!”
• Is everyone in your organization clear on how they will interact with each other and with customers?  This is a “no brainer” when things are going well, but when the proverbial “you-know-what” hits the fan, things can change quickly.  Keeping the organization behaviorally glued together, through thick and thin (aka “Aligned”), is best ensured with a set of clear Values.

Customer Alignment

With respect to the customers you serve, Alignment is vitally important.  For a Corporate Flight Department, when one of your senior executive passengers disembarks the aircraft after a flight, is a quick comment like, “Nice job!” sufficient to ensure that all expectations were met and that you are both Aligned?

Probably not!  Business aircraft are productivity tools.  The minds of your senior executive travelers are focused, as they should be, on the business at hand.  In the case of the disembarking executive, it could be the meeting that he or she is headed to, or just came from.  If they are operating on a tight schedule (as most are), you cannot assume that “Nice job!” captures all the nuances of their experience on the flight.

There could very well have been a catering item that was not as ordered, or perhaps the wrong newspaper on the aircraft.  The trip booking process may not have gone as smoothly as the executive’s administrative assistant expected it to.  You will never know unless you ask.

How do you make sure that your team is aligned with your passenger’s expectations? There are lots of ways to ‘check in’ with your travelers and their assistants.  Do you regularly reach out to your senior executives to discuss their experience on company aircraft?  How about the administrative assistants booking the flights?  Do you have a simple but effective Customer Service Index in place?  A significant amount of the work we do with Clients is focused on developing Alignment.  Time that you regularly invest in determining, reaffirming and validating customer needs goes a long way to ensuring that your team is “Aligned” and performing to all expectations.

A Final Thought

There is a tremendous payoff when your team is completely in synch with the expectations, goals and values of your Host Organization or Parent Company.  Equally important, your ability to Align your Flight Department with the expectations of your customer base is absolutely essential to your own professional success.

In your quest for organizational excellence, start with Alignment…you will be glad you did!