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Tom Carney, a professor at Purdue, adds that multi-day, multi-city trips are common for senior university officials, and that their performance depends in large part on their efficiency. “We can all live with five airline trips with connections per year. What people don’t realize is that some of our senior people will fly three or four times per week. There are some that go every day. You can’t expect senior people who work 16-hour days to perform without this resource. That’s the difference.”
Isom adds, “I think we’re very conscious of costs. Everybody who flies is conscious of the costs. The way I view it is that you have to weigh what we accomplish and what we get out of it. And that actually outweighs the cost by quite a bit.”

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Key employees can be anyone of any rank who is indispensable to a task, not just the CEO.

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Out-and-back day trips are increasingly common. “We leave as early as 4:30 in the morning, whatever it takes. We very much prefer getting up early to arriving home late or having to go the night before. It’s common to go out in the (early) morning, be back in the afternoon, pick up several hours in the office, and be home for dinner at 6:15,” said one CEO.

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Business aircraft commonly are used by senior managers to:

—extend management control; Bring operational areas to a manageable size
—facilitate company, supplier and/or customer meetings in multiple cities per day
—make practical and routine the daily on-site supervision of facilities in different cities
—reduce, sometimes dramat-ically, travel time to multiple locations vis-à-vis public transportation
—facilitate emergency meetings, including those involving the Board, partners and customers
—efficiently reach remote
locations

—meet deadlines

—strengthen relationships with customers through shared private time enroute to a destination
—facilitate rapid action on mergers and acquisitions, particularly of companies in remote locations
—serve as backup for cancelled airline flights or to make airline connections
—accelerate facility openings; truncate cycle times

Customer Trips

 

Mastersof theGame

Based in Grand Rapids, Steelcase repeatedly has
raised the bar in the office furniture industry while raising the practice of customer trips to an art form.
You’re a customer shopping for office furniture. Steelcase sells same, and offers to pick you up in your home town, fly you to Grand Rapids for a day to learn about office design strate-gies (and all their nifty products), and return you home in time for dinner – no fuss, no muss, no bother.
Will you go?

Most do. One who benefits from a positive answer is Rick Yeates, vice president and general sales manager for the company and someone not dis-interested in the practice of customer trips. Steelcase’s aircraft are used for little else.
　
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