MEETING CUSTOMER NEEDS WITH CREATIVITY AND STYLE
Anne Cook, Manager, Customer Account Management for the Bombardier Global Product Line, never expected to find herself immersed in the world of aviation.
As a youth, Cook dreamed of becoming a doctor. She studied Human Physiology at Montreal’s McGill University , with plans to pursue a degree in medicine – only to have a change of heart in her last year.
“There’s a distance that exists between doctors and patients that just didn’t suit me,” said Cook. “I needed something where I could interact with people on a more personal level.”
In 1987, she took the plunge into aviation by joining Bombardier Aerospace’s Surveillance Systems Division, working as an Estimator. “It was a very exciting time to be a part of the company,” she recalls. “I just got hooked.”
Today, Cook runs the Customer Account Management Team for the Global Product Line. With a team of eight people, Cook works to create beautiful – and functional – aircraft interiors that meet the needs of her customers.
“One size doesn’t fit all for our customers,” says Cook. “For customers, an aircraft is a symbol, a unique reflection of who they are. Our team helps customers build their dream aircraft, designed to fit their distinctive needs.”
When Cook defines an aircraft interior for the first time, she takes the customer through a tried-and-true process to understand and pinpoint his or her needs. “When we first meet with the customer, we go into listening mode,” says Cook. “We take the time to fully explain the advantages and disadvantages of every configuration, decision and option available to them, creating an atmosphere that makes the customer feel comfortable with every decision.”
It takes much more than choosing a colour scheme to complete an aircraft’s interior. Cook’s team covers everything from wireless Internet options in the passenger area to plating types on the bathroom faucets. All in all, there are thousands of decisions that need to be made before the aircraft is completed. “We work with everyone – flight attendants, personal chefs, quite often, customers’ wives – to ensure that all of the decisions reflect the needs of everyone who will be using the aircraft,” says Cook.
Flexibility is the key to success for Cook and her team. “In this job, you have to be able to change direction at the drop of a hat,” says Cook. “Once, between meetings, a client completely changed the colour scheme from yellow to blue – and even added semi-precious stones to the design. Another time, we had a customer from Asia who had more than one wife. Getting the wives to agree on the technical and aesthetic design was one of the most challenging tasks I’ve ever had!”
Developing solutions that successfully balance both customer requests and technical constraints is one of the most rewarding parts of Cook’s job. “Creature comforts are very important when you are sitting in an aircraft for fourteen hours,” observes Cook. Creating an interior that caters to a customer’s needs, is technically feasible, and looks great is a truly exciting challenge.”
Away from work, Cook spends lots of time with her husband and two children. With both children already bitten by the aviation bug, Cook might find that her chosen industry becomes a family affair. “Who knows? When they’re older, they might wind up working right alongside of me. That would be just fine with me,” says Cook with satisfaction.
B-Focus: Vol. 4, No. 2, August 2005
Note: Name of person profiled in article has been changed.
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