Page 4 - Volume 17 Number 2

2 • TWIN & TURBINEFEBRUARY 2013editor’sbriefingD Prioritiesuring the time when I was I also want extra fuel reserves over the mandated amount, and I in charge of marketing want more than one alternate landing spot within reach.our company’s Part 135 charter activities, I wanted to underscore our taking-care-of-you philosophy to reassure potential customers. In the printed brochures, I ranked our operating principles in order of priority. First, and always, was safety. If the flight couldn’t be conducted safely, it would be canceled, period. Second in ranking was comfort for the passengers. If the weather looked to be turbulent, we would divert, change altitudes, or leave early, in order to make the trip more enjoyable, even at the cost of extra fuel burn and reduced speed. Lastly, speed. Everyone wants to get somewhere quickly and on time, butwe emphasized that safety and comfort came first.I don’t know how many customers we convinced with this approach, but most of the ones I flew appreciated the honesty we displayed. “I’m going to make this a safe flight, for myself,” I would say. “Therefore, since you’re riding with me, you’ll be safe as well.” I wouldn’t elaborate about the cloud types ahead or the reason for a potential course change, but I would explain that “I’m turning west for a little while to keep our ride smooth” or “I’m climbing above these clouds so we won’t bounce so much.”For our personal flight operations, we need to keep our priorities in mind, whether or not we have paying passengers aboard. Oh, we may accept getting bounced around a bit if we can pick up a fast tailwind, but as I age I find that I like a nice smooth ride myself. In no event do we want to stretch our safety limits; regulations are to be followed, but our personal limits need to be even more restrictive. I don’t fly home late at night if I’ve been up all day. The rules allow it, but I know I’m not at my best at the end of an 18-hour wake time.In General Aviation, we set the priorities. Even if we’re using a company procedures manual, we likely wrote most of it, not the accounting department or management committee. This is our airplane, and we’ll fly it our way. That said, our way had better be the right way, because there’s no one else to absorb blame. Therefore, our ladder of priorities must not be skewed by thinking we can save a few bucks or stretch the regsulations. We have a vested interest in keeping safety first, and we want to know our airplane is 100 percent when we taxi out.Passenger comfort needs to be reflected in simple housekeeping, as well as the conduct of the flight. Today, I noticed an open seam in an upholstery panel when I climbed aboard. I will get that put back in place, not because it’s unsafe but because I don’t want passengers looking at the faded foam and wondering what else is neglected. Cleaning windows and removing trash from seat pockets go a long way to impress one’s riders.I’ve observed that getting home 15 minutes late is never noticed, as long as the major portion of the trip was smooth, the descent profile was stable, and the landing was rolled on – not slammed down. Make it a mark of pride to handle the passengers like a crate of eggs; don’t jiggle, don’t jostle, and set ’em down easy. Their priority should be your priority.In another life, when I supervised salespeople, I reminded them, “Shoppers can get this stuff anywhere; let them know we appreciate them, so they’ll want to get their stuff here.” Priorities do matter.LeRoy Cook, Editor