I would also assume you have partnerships with some of the major ‘pedigree’ suppliers around the world and if so, can you name a few and tell us how they assist you in meeting the requirements of your customer.

Well, as I like to say, my suppliers are the best. I think the best way to work with suppliers is to keep the lines of communication open, to always maintain a close relationship – even at times when there is no project underway. Many of the European manufacturers I work with have representative(s) in the USA. Therefore, if the product is Ercuis, Raynaud, Rosenthal, Versace etc…there is someone I can meet with locally and discuss the project. There are also a few manufacturers in the USA who produce their own beautiful products. Although Europe is generally thought of as the mecca for high-end amenities, I would put these few US suppliers on par with just about anyone. As mentioned earlier, communication is key when following an airplane project cycle. The cycle also applies for yachts and even high-end residential. My responsibility is to not delay any component within the cycle, especially after the critical design review has been signed off for the aircraft. This cycle applies to both green airplanes or a modification. A wide-body green aircraft tends to have a delivery time frame of 23 or 24 months and sometimes even a light interior modification can remain at a completion facility for 4 to 8 weeks (depending on the project). For each project, the engineering department requires measurements and weight calculations for C/C/F. Bed linens require measurement of the mattress and or divans in the aircraft. I have to say, I have had very few errors on delivered items – but it takes an inordinate amount of detail, verifications and follow-on. Again, I equate this to “open lines of communication”. Yes. The assignments can be challenging and the tasks can sometimes involve many interfaces but, watching the ideas and end products come to fruition is a wonderful feeling, even after all the projects.

How do you go about gathering your customer’s requirements? Does that sometimes prove difficult. I mean, do you find that some clients are really unsure of what they want or, are they usually very savvy about brands and what sort of look and functionality they require?

Gathering customer’s requirements is interesting and indeed challenging in many cases - especially since I work with: modification designers, project managers, outside designers, end the user/owner, all simultaneously. Also an owner’s representative sometimes is involved. I warn them up front, that I will have a lot of questions. I guess you can say that the process takes a great amount of patience.

A few typical questions are: When does the airplane arrive at the facility? When is the airplane scheduled to deliver? Do you have a budget? Is this a VVIP, VIP, or other use aircraft. With very HNW clients, you often want to ask, do you want a 100% proprietary design from an exclusive manufacturer? If that’s the case, it needs to be identified way up front. And those or merely some of the big questions. When you get down to usage and customizations, the breadth of questions expands exponentially.

In terms of the manufacturers, they often supply for many other clients and high-end retail stores they have throughout the world. So, often you have to get in line or be prepared to pay expedite fees. Some manufacturers will also require minimums for “custom” productions because small production runs are cost prohibitive. Pricing at the beginning is very helpful in determining if their deep pockets are as deep as they claim. It's pointless to put in tons of hours specing a project out, only to find it’s out of the customer’s price range. Also these days, it is not at all uncommon for manufacturers to  request full payment upfront to avoid any risk, especially on complete custom orders. I have had requests for very unusual shapes and sizes. Galleys are limited on smaller aircraft versus wide bodies of course, so making everything fit can (both in budgetary terms and on the aircraft itself) can be challenging. When shapes are unusual the stacking capability is also limited and we need to work towards preventing breakage. There are also products that I don’t usually recommend because of weight issues.