Problem Resolution: A True Testament To Vendor Relationships

We've all been there. In the office, palms sweating, heart racing on the verge of an emotional breakdown.

Last week we had an international air force AOG for a scarce, nonexistent yoke. No, not the egg kind.

Now envision a drill sergeant yelling at you if you screw anything up.

The order was planned, distribution was set. A week later the OEM advised us they had changed their “policies.” Meaning our order isn’t a priority and there’s now an additional lead time.

Thank you corporate structure governed by an aggressive union.

No calls to advise us on status, 10 emails left ignored and a careless attitude because of internal politics and simply not giving a ****.

Companies are horrible at communicating and resolving problems.

This is true for 95% of the industry, big OEM or small, 2 person distributor.

Identify the problem & fix it

Identifying problems and issues is a three step process.

Most people over-complicate the first step and then kick and scream eventually giving up and leaving the customer high and dry.

First step: Identify

This is where you dig down and find the real issue. Most of the time the problem is rarely the real issue. Dig deep to find the cause.

For us we recently had a fire-bottle that needed to go to Uganda on an AOG basis. Every day the freight kept getting bumped and we narrowed it down to the 1.4S HAZMAT classification.

With the real issue identified we could begin discussing resolutions.

Second step: Discuss

In an open and honest environment everyone must share their thoughts, ideas, concerns and possible solutions regarding the issue. After discussing and debating with the greater good in mind, the solution is always simple, though not always easy and sometimes very hard.

For the fire bottle our client and VP discussed and debated collaboratively. No rock was left unturned, no email went unanswered. We were on a mission to get it resolved.  A few carriers were crossed out, a bonded warehouse was found and the end destination was possibly going to be changed.

Step 3: Solve

Once a solution has been stated and agreed upon it’s time to take immediate action. Put it on the person who owned it’s to-do list and confirm completion.

We eventually decided that the fire bottle was best to be transported to S. Africa to a bonded warehouse in Johannesburg. Then our clients could take receipt of the goods and install it. A decision was made to redirect the material and that's exactly what happened.

An effective problem resolution strategy is best in conjunction with effective communication.

Once people begin only thinking about themselves and not in a collaborative, team environment, more unnecessary problems will surface.

Do you have issues resolving problems? Or do you deal with vendors who do? Comment below.

How To Avoid Fatigue In Aviation

Do you feel drowsy and just roll out of bed? You're tired, sleepy and working is the last thing on your mind.

Once you get to work, you painfully manage to get through the day but at a great cost.

According to the FAA defining fatigue in humans is extremely difficult due to the large variability of causes. Causes of fatigue can range from boredom to circadian rhythm disruption to heavy physical exertion. In layman's terms, fatigue can simply be defined as weariness. However, from an operational standpoint a more accurate definition might be: “Fatigue is a condition characterized by increased discomfort with lessened capacity for work, reduced efficiency of accomplishment, loss of power or capacity to respond to stimulation, and is usually accompanied by a feeling of weariness and tiredness.”

Problems of fatigue in aviation

A long day of mental stimulation can be taxing. Studies have shown that studying for an examination or processing data can be as fatiguing as manual labor. Manual labor and mental fatigue may appear different but the end result is the same, an inability to function normally.

In the FAAs Pilots Safety Brochure,  fatigue leads to a decrease in your ability to carry out tasks. Several studies have demonstrated significant impairment in a person’s ability to carry out tasks that require manual dexterity, concentration, and higher-order intellectual processing. Fatigue may happen acutely, which is to say in a relatively short time (hours) after some significant physical or mental activity. Or, it may occur gradually over several days or weeks. Typically, this situation occurs with someone who does not get sufficient sleep over a prolonged period of time (as with sleep apnea, jet lag, or shift work) or someone who is involved in ongoing physical or mental activity with insufficient rest.

Fatigue in aviation has been a major cause of several aircraft accidents. It has been estimated to contribute to 20-30% of all transport accidents and 70% of all fatal accidents in commercial aviation are related to human error.

The math is substantial and the effect is dramatic.

Whether you're a pilot, technician, or a procurement professional fatigue is real.

Maybe you bought the wrong $50,000 part, or installed the wrong component on your turbine engine. There may be measures to catch these mistakes but not all mistakes get noticed.

Fatigue alters your mood, cognitive function and is a pain to deal with.

Fatigue is easily mitigated

Fatigue in aviation can easily be reduced, unless you're a pilot with strict demands and an unalterable schedule. For the majority of us, fatigue is reduced by making a few minor life changes.

One of the best ways to eliminate fatigue is by getting at least 7 - 8 hours of sleep. [TWEET THIS]

Do not...

• Consume alcohol 4 hours before going to bed.
• Take work to bed.
• Watch TV while in bed.
• Use sleeping pills.
• Eat a heavy meal right before bed.

You should…

• Keep a sleeping pattern. Try to go to sleep and wake up at the same time every day.
• Create a sleep sanctuary. Block out all noises, eliminate any light and keep your room cool.
• Get active. Being sedentary will affect the way you sleep. Do something physical during the day.
• Reduce stress. No one goes to bed easily when stressed. Find ways to reduce this.
• Get all your thoughts out onto paper. When your mind is racing it’s hard to relax and fall asleep. Write all your thoughts down and address them in the morning.

Fatigue in aviation is real.

Find ways to minimize this and you’ll see a noticeable effect on your mood, your work and your life.

How has fatigue affected you? Comment below.

Stop Losing Money To Freight Forwarders

You have an urgent requirement for an over-sized shipment. You need it shipped urgently but over-sized freight doesn't move like small parcel.

A phone call is made to your freight forwarder.

It takes them 24 hours to get you a quote and when you decide to schedule for pick-up it takes another day to get the package.

Not to mention the SLI, power of attorney, invoices and the hundred other documents supposedly needed.

Dealing with Freight Forwarders is painful.

Full of excuses

90% of all freight forwarders are designed and raised to make excuses.

Trust me, I’ve dealt with all of them.

You may have had an experience like this:

We needed to arrange the transport of a life raft that was HAZMAT. It was AOG and our customer needed it NOW. We gave a Freight Forwarder the details that morning and they said, “not a problem, we can manage this. "

We provided all the documents and arranged the pick-up. At the end of the day they proceeded to call us and say “Sorry for the inconvenience but because this is HAZMAT we don’t want to arrange the transport.”

Wait, what? Because it involves a little more effort they didn't want to manage the transport?

Ridiculous, but very true.

Build a strong relationship

We've dated and broken up with at least 10 Freight Forwarders over the past 10 years. They lie, cheat, cancel and make excuses better than most.

But don’t be a heartbreaker and end things at the sign of trouble. If you feel you have a competent well established company on the other line, nurture the relationship.

Take advantage of these simple tips to ensure the relationship with your Freight Forwarder is maximized.

Tip #1: Make sure they have history transporting aircraft material.

Tip # 2: If they don’t know what AOG is, end the relationship.

Tip # 3: Signing documents doesn't have to take longer than the transport of your material. You don't have to sign your life away on every shipment.

Tip # 4: Ensure they have offices at origin and destination. This results in better communication during quoting and transport.

Tip # 5: Deal with one account manager. Build a relationship. They should know all about your needs and wants.

Tip # 6: Your account manager should be able to email you back after hours.

Tip # 7: They should be able to accommodate special services like HAZMAT & Engine transport.

Having a strong relationship with a Freight Forwarder or a vendor who has a strong relationship with a Freight Forwarder is crucial.

For large freight they are the connection between the material you need and the destination you need it at.

They are the link between you and the world.

 Do you have a strong relationship with a freight forwarder? Or maybe you’ve had a bad experience. Comment

5 Reasons Your Phone Etiquette Is Terrible

Whether it’s you, an aircraft parts vendor, an MRO or someone entirely different,  having good phone skills is crucial in an international environment.

But sadly this is far from what we experience in the aviation industry. It’s tragic.

When I approach a vendor for procurement purposes, my eyes are set on the end result; a successful purchase in time for my requisition requirements.

But sadly I end up making contact with someone that has as much energy as a snail. Slow moving and couldn't care less about my needs.

When I reach a sales manager often times I’ll get the “I’ll call you back in an hour.”  When that hour arrives and I don’t hear from them, I call them back. You would be surprised how often I get, “He’s out to lunch for an hour, can I take a message?”

First who takes an hour lunch and second who tells someone they’ll call them back during the time they know they're going to lunch?

It makes no sense.

Or how about this one. People ask you to email them and they never acknowledge, respond or cater toward your email. So why did they tell you to email them in the first place?

Bad phone etiquette

There are some fundamental truths when talking on the phone. One is  to greet the other person with respect. “Good afternoon Skylink” or “It was nice talking with you ___, take care.”  Simple yet respectful.

The next fundamental truth is to follow up on your commitments. If you tell someone you're going to do something, then do it. Plain and simple. If I tell you I’m going to email you in an hour, I’m going to email you in an hour. If I don’t, I’m going to tell you why my email is going to be delayed.

It’s about communication fundamentals.

If you make these 5 mistakes, your phone etiquette is terrible:

• You say, I’ll call you back in 15 minutes and never do.
• You say, send me an email and never do anything when the email is received.
• You yell something to your coworker, or even worse, you have a full conversation with them.
• You answer, “HELLO."
• You’re monotone.

Follow these 5 rules instead to make sure you're doing it right:

1. Greet with energy - nobody wants to talk to a sourpuss.
2. Do what you say you're going to do - don’t say one thing and do another.
3. Avoid the hold button - people hate being put on hold.
4. Listen and learn - don’t interrupt or talk to your co-worker.
5. Smile - don't’ be so serious or dry.

Practicing good phone etiquette should be on everyone's mind. I don’t care if you're an airline, MRO, supplier or freight forwarder.

Having good communication skills is a necessity to build lasting relationships that you can count on. [TWEET THIS]

Have you had an experience where the person on the other line was disconnected? Comment below.

Excuse Epidemic: Are You a Culprit or Victim?

Whether you like it or not, you’re very much a part of the excuse epidemic. Airlines, OEMs, aftermarket suppliers and especially MROs have been affected by this plague.

You hear it day in and day out. Maybe your MRO provider called you and said “sorry to inform you but the average overhaul we quoted was actually under quoted by a $1,000. The OEM raised their price.”

All you will probably get is “Sorry for the inconvenience.”

No plans to make things right, no sincere apology and a possible solution. Just a requote and a “Sorry for the inconvenience.”

Why the excuse epidemic exists

The excuse epidemic exists for one inherent reason. People are selfish.

I know that may be a little harsh but it’s true.

Excuses are born by people wanting the easy way out. I’m sure you’ve dealt with this on many occasions.

People would rather point the finger at a problem than take ownership that the problem was created by them.

Excuses come from laziness to correct an issue.

We all make mistakes but it’s how we try to overcome them that makes a difference.

What we can do to resolve this

Things happen. No matter who you are, where you’re from or what industry you deal with. Problems will always occur.

Plain and simple.

But do we make an excuse of why this issue occurred or do we report the problem with possible solutions? I’ll take the latter rather than the former.

Instead of making excuses, a conscious effort needs to be made to find solutions to the current issue.  [TWEET THIS]

Making an excuse is the easy way out. Finding a solution is a win / win strategy.

We've all been a culprit and a victim of the excuse epidemic. Whether you’re an airline, aftermarket supplier, OEM or MRO you've been on both sides.

I challenge you today to make a conscious effort to not be and not tolerate excuse makers. 

Find solutions.

Have you been the victim of the excuse epidemic? Comment below.

10 Truths About Stress for Aviation Professionals

The aircraft maintenance and engineering department is stressful. You know it, I know it, we all know it.

Billions of dollars have been invested into new software and now what?

You have access to better probability distributions, decision analysis, and forecasting through time series and smoothing methods. Or maybe you have better linear programming applications for financial planning and production scheduling.

And if that wasn't enough you now have inventory models through economic order quantity and inventory simulation.

But what does this all mean?

It still means that you have to rely on a human at the other end of the world to do something you can't.

This may be the supply of an aircraft part stored in Florida, a fresh test cell for your CFM56 in Europe, or the ferry transport of your B747-400 to Asia.

You see no matter what programs are available, humans are still at the forefront of every decision.

And this is when the problems occur (software isn't perfect either).

With all of the noise happening around you, plans change things happen and contingency plans are inevitable. During these times the term stress is an understatement.

The 10 Truths About Stress

Stress is bad news.

I know exactly how it feels and one thing I've promised to myself is to make sure that I control it at ALL times. As an aviation professional have you made the same promise to yourself?

Here are 10 truths about stress you may not have known:

1. Stress has been called “the silent killer” and can lead to heart disease, high blood pressure, chest pain, and an irregular heartbeat.
2. Stress is linked to the six leading causes of death: heart disease, cancer, lung ailments, accidents, liver cirrhosis, and suicide.
3. Chronic stress floods the brain with powerful hormones that are meant for short-term emergency situations. Chronic exposure can damage, shrink, and kill brain cells.
4. Stress makes the blood “stickier,” in preparation for an injury. Such a reaction, however, also increases the probability of developing a blood clot.
5. Chronic stress increases cytokines, which produce inflammation. Exposure to constant inflammation can damage arteries and other organs.
6. Chronic stress worsens irritable bowel syndrome (IBS), a condition that irritates the large intestine and causes constipation, cramping, and bloating.
7. Chronic stress decreases the body’s immune system’s response to infection and can affect a person’s response to immunizations.
8. Stress can result in more headaches as a result of the body rerouting blood flow to other parts of the body.
9. The hyper-arousal of the body’s stress response system can lead to chronic insomnia.
10. When cells shrink due to exposure to stress hormones, they disconnect from each other, which contributes to depression.

*Reference

With all you know now, is stress worth it? Not a chance.

But you're human and it's inevitable. Life and work pressures will always push your limit. You must be proactive and regulate how much you let it affect you.

Aviation professionals need to manage their stress

The primary reason to manage stress is for your health. Let's just get that clear. This is the single most important reason you should get it under control.

But there's more to stress than just your health. When you're highly stressed you're more likely to make mistakes. [TWEET THIS]

Maybe it's purchasing a wrong part or forgetting to follow-up with a vendor. Whatever it is, you have a much greater chance of screwing up then when you're level headed.

[dropshadowbox align="none" effect="lifted-both" width="autopx" height="" background_color="#f09825" border_width="1" border_color="#dddddd" ]Stress also makes you tired and your energy level sinks. This not only affects your productivity but you become a tyrant to work with.[/dropshadowbox]

When you sit back in your chair, really think hard. Think about when you're stressed and your energy level drops. How much does the lower productivity and mistakes cost?

Whatever the number is, it's still greater than if you were thinking clearly.

As an aviation professional stress is an epidemic. Did you know pilots are rated with having one of the most stressful jobs in the world?

In my opinion. I think many aviation maintenance and engineering departments have one of the most stressful jobs in the world.

Wouldn't you agree?

The point here is to manage your stress. You'll not only be more productive and increase the bottom line, you'll also be a healthier you.

As an aviation professional are you stressed? Comment below.

What A Small Burger Joint Can Teach Aviation Professionals

I’m just going to throw this out there and you tell me if I’m wrong. Good customer service in the aviation world is often times…nonexistent.

Most companies worry about the sale and couldn't care less about your needs, wants, stresses or the 1,000 other things you have going on.

Don’t get me wrong sales is still important, otherwise how would anyone survive? Too much attention goes into the sale and not enough focus on the human behind the purchase.

You know what I’m talking about don’t you?

Well, I love great customer service and I’m sure you’re no different.

My burger joint experience

Just recently I decided to try a new local restaurant called BurgerFi.

It’s a nice little restaurant where the atmosphere is casual and the air smells like grease. Yum!

But of course eating like this is on occasion, right?

I go up to the counter and order 3 traditional burgers (of course not all of them are for me) and proceed to pay. They give me a gadget that vibrates when your meal is ready and we go sit down.

About 10 minutes later the little gadget still hasn't gone off. This is annoying and way too long for 3 simple burgers.

I go to the register and see my order sitting on the counter. Visibly frustrated I direct my attention to the manager. I told him that their little gadget didn't go off and there's only 2 burgers on the tray and I ordered 3.

I pull out the receipt to show him that as a customer I’m always right. But only 2 burgers were on the ticket. Yikes! Now at this point he probably thinks I’m full of you know what but I told him ordered 3. There must have been a miscommunication.

Obviously, right?

He said he’ll take care of it and had another burger tossed on the grill. I went to the register to pay and not shortly after he handed me the missing burger.

He said not to worry about paying. The burger was on the house.

Now, you may be thinking it’s only a $4.49 burger but it's MUCH more than that.

Regardless if I was lying or not he was willing to listen to his customer and make things right.

By this simple, low cost gesture he acquired a lifelong customer / advocate (as long as they don’t ruin it).

Lesson to be learned

You see, the story above isn't about how I got a burger for free. It’s about how great this small burger joint, BurgerFi made me feel.

In that moment I felt special, cared about and genuinely appreciated.

As aviation professionals, many of whom you deal with go about their day, they often forget that it’s the small things that matter most to you.

Now, it may be nice but you're not looking to be given a $25,000 actuator to “make things right.” But you would appreciate someone who cares about you as a person. Someone who listens, takes notes and makes things right.

I know this because I’m that person as well.

If we can learn one thing from my friends at BurgerFi, it’s to make people who you work with feel special, because they are.

If you’re dealing with someone who doesn't care, fire them.

You deserve a cooperative relationship so don’t settle for less.

Have you had a positive customer service experience? Comment below. It doesn't have to be an aviation experience.

6 Ways To Reduce Stress Without Leaving Your Desk

Your face begins to get red, steam is coming out of your head and you feel as though you're going to explode. Sound familiar?

Well, you're not alone. My head steams, I get red and I feel like I’m going to explode on a frequent basis.

But I’m going to be honest, this is never a good feeling.

You live and breathe the aviation world and stress is going to be a frequent inhabitant in your life. Stress isn't always a bad thing but once it gets out of control in can end a good day fast.

So I want to share a few little secrets with you. These secrets are what I do to reduce stress and the best part is, I don’t have to leave my desk.

In this crazy world we call aviation, you should try anything to limit the stress you encounter.

Am I right?

 6 ways to reduce stress without leaving your desk

1) Get a live plant - By putting a couple live plants in your office you’ll create a soothing atmosphere that reduces airborne mold and bacteria by 50-60%. An increase in your comfort level means a decrease in your stress levels.

2) Infinity method - With your finger draw an infinity sign. This is a figure eight on its side. Make sure to draw it big and to continue this motion. As you draw, follow the path with your eyes. By doing this you force your brain to switch between left and right side thinking. This type of analytical switch disrupts focus and reduces stress.

 3) Reach for the sky - While sitting in your chair clasp your hands together. Then reach for the sky as high as you can. Once you feel the stretch and slight backwards bend in your spine, lean left and then lean right. This little tip opens up your entire upper torso. What a relief.

4) Breathe - Breathing is a great way to reduce stress. Breathe in through your nose, feel your diaphragm expand, count to 5 and release through your mouth. As you release, feel your diaphragm begin to cave. Count to 5 on the exhale. Repeat 10 times. Close your eyes if that relaxes you even more.

5) Sit on a stability ball - This little technique makes you focus on your posture which allows for better blood flow. Once you begin to hunch, you restrict your blood flow making you tired, grumpy and on edge. See me on my stability ball by clicking here.

6) Get a stress ball or desk punching bag - Get yourself a stress ball or if you really feel up for it, get a desk punching bag. Although violence isn’t acceptable these are GREAT tools to relieve stress.

That's it. If you use any of these tips you’ll feel much better when your stress level begins to rise.

Start being proactive and reduce your stress before it gets out of control.

Do you have trouble dealing with stress? Comment below.

A Simpler Way to Improve Your Procurement Process

Do you often feel like a ton of bricks is piled on your shoulders, or do you miss deadlines? Maybe you just forget something important or people have to chase you to get work done?

Whether you have 10 open purchase orders or a 100, finding the time to manage them can be difficult.

If you only focused on following up with your orders that would be great. But more than likely that isn't the case. Your procurement process and aircraft maintenance planning usually pulls you in many directions.

Does This Sound Like You?

You wake up and get to the office. Once you arrive you have 5 issues that occurred unexpectedly and you need to take care of them. In the middle of you trying to figure out those issues your engineering department said they found a faulty harness wire and an AOG purchase was an immediate request. You find the harness wire and submit the PO.

If you're lucky it's to a trusted vendor but if not you find out 3 hours later the new vendor can't supply the harness you just bought. You now have to start all over again.

This may not be exactly the situation you run in to but the concept is the same. You have specific tasks you need to accomplish but are always interrupted by urgent requests throughout the day.

So how do you manage your aircraft maintenance planning process for the tasks that aren't urgent but important?

It's simpler than you think.

Meet The Daily To-Do List

A To-Do list is a simple tool you can use to organize your day more efficiently.

It can be as simple as listing all of your tasks, starting with the most important at the top. Then you just work down the list. Or you can schedule your tasks and block out time just for that task.

Your To-Do list is a critical component to beating work overload. It will increase your productivity and decrease your stress. Now who wouldn't want more of that?

The key is to prepare your To-Do list and manage your time more effectively. You can do this manually or by using a software program.

Currently, I use Nozbe for all of my planning.

I've used almost every To-Do software under the sun and this syncs with all my other programs like Evernote and Google Calendar.

Trello is also a good option.

A Couple More Tips to Aircraft Maintenance Planning Success

Creating a To-Do list is such a simple tool, but it doesn't end there.

Every night plan on what you have to do the next day. Right down all your tasks and organize them appropriately. You will always be adding tasks throughout the day but the end of day prep will best prepare you for the next day.

The next tip is to review your To-Do list every morning. This simple act will prepare you mentally for the next day. You'll know exactly what you have going on and what's important and what's not.

You'll get into work feeling organized and ready to tackle what the day has to bring.

We all know aircraft maintenance planning and the procurement process can never be planned 100%. The key is to structure your life and work so you know what you have going on and can deal with unexpected urgency without being overwhelmed.

The To-Do list will reduce your stress and create clarity in a world of constant change.

P.S. Email me to chat about what I do to organize my days.

Stress In Aviation And How To Control It

You sit in your office anxious, nervous with a feeling in your stomach you cannot describe. Some days it's extreme and other days it just keeps you up at night.

You self diagnose yourself and think, "I'm only stressed. I have a lot on my plate right now."

Does this sound familiar?

I come across many people just like you, and me for that matter. We can be constantly stressed.

It's understandable you have a lot to deal with. Not to mention stress resulting from an unexpected issue that arose from nowhere.

But, this is life and it happens every day, in all industries. We're not subject to this just because we are in aviation.

It's how we control stress that can make us better at what we do and happier in all aspects of our life.

I have a few ways that I control stress that I would like to share with you, but let's first take a look at how stress effects us.

Effects Of Stress

According to the American Psychological Association, 77% of people whom are stressed report physical symptoms. Another 48% claim that their stress level negatively affects them, both personally and professionally.

Stress not only affects you at work but it begins to affect you in all aspects of your life.

You will begin to feel lazy because you're both mentally and physically tired. Once you're tired problems start to arise, you will begin to make the wrong decision and poor judgment will ensue.

Simply put, stress wreaks havoc both mentally and physically so avoid it.

How To Control Stress

No matter how hard it seems, your stress can be controlled.

I know, I know, it doesn't seem like it at times but I promise you can control it.

Here are a few tips I use that have helped me control my stress levels substantially.

1) Practice relaxation techniques - Whether its deep breathing, yoga, meditation or all three, relaxing your mind and body is well worth the time.

2) Say "no" - It's okay to say no. You can't always meet people's expectations and demands. Saying no will give you the opportunity to work on important stuff and still have time for yourself.

3) Set realistic goals - Without having goals how are you supposed to stay focused and on task? You can't, so begin creating SMART goals that will help you focus on the important things in your life, work included.

4) Create a to-do list - By creating a to-do list you'll be able to see what's important and what's not. Delete the non-important stuff or delegate to someone who it would be more important to. Read more about organizing your to-do list here.

5) Write all thoughts down before bed - Any thoughts that are racing through your mind before bed, write it down. You'll get these thoughts out of your head, onto paper and you can think more about it in the morning. This allows your head to clear and your mind to relax, making for a better sleep.

6) Eat right - Nutrition plays an instrumental part of how stress can affect your life. It's just like an aircraft, if you feed it the wrong stuff it'll perform poorly or end up crashing.

7) Get moving - Fitness also plays an important role in how you manage stress. By moving and getting your heart going you get blood to all the right places. If your aircraft is stored for a prolonged time what happens? Enough said.

Being able to control stress is easy, it's just a matter of making the right decisions in your favor. Utilize the tips above and you'll be a better, less stressed you.

P.S. We can be your partner and help mitigate your stress levels. Contact us today and we'll tell you how.

What side effects do you have resulting from stress? Comment below.