I sat down, pencil in hand and notes in front of me, with the intention of ghost-writing an article by Ian Dodds, CEO of Air & Ground Aviation; however, it didn’t take me long to realise it would be virtually impossible to write a marketing-based ‘humble brag’ piece in the voice of someone so genuinely modest. So, instead, I’ll tell you what I learned from an in-depth discussion with Ian about Air & Ground, operating challenges within the changing world of aviation and running a successful business that has, as of this month, been trading for an impressive 30 years.

I sat down, pencil in hand and notes in front of me, with the intention of ghost-writing an article by Ian Dodds, CEO of Air & Ground Aviation; however, it didn’t take me long to realise it would be virtually impossible to write a marketing-based ‘humble brag’ piece in the voice of someone so genuinely modest. So, instead, I’ll tell you what I learned from an in-depth discussion with Ian about Air & Ground, operating challenges within the changing world of aviation and running a successful business that has, as of this month, been trading for an impressive 30 years.

With this in mind, I was unsurprised when, having asked Ian to list three defining features of Air & Ground, Ian’s immediate thought was: the people. Ian’s philosophy, shared with many entrepreneurs across all sectors, is a simple one: a business is only as good as its people. The team here at Air & Ground are the foundation that underpins everything that the business has achieved over 30 years of trading. Ian realised that his team’s expertise and knowledge, specifically understanding aircraft parts and how to solve customers’ problems, is the most important factor for the undeniably excellent customer service that Air & Ground is known for industry-wide.

Ian describes the second key feature of Air & Ground as being a constant focus on keeping up with technology and adapting to evolving ways of working. A strong emphasis was placed on developing and implementing database technology, allowing the Air & Ground team to provide exceptional customer service, with detailed information at their fingertips. The current, long-matured, version of the system is efficacious because of the dedication and commitment of the team in developing the processes and features within the technology over the previous decades.

Thirdly, Ian referenced his time working in FMCG spaces, and how he brought his logic-based organisational theories to Air & Ground and developed a high-density storage method to strengthen warehousing and part retrieval. Ian attributes this methodology to the fact that Air & Ground have always achieved over 98% OTIF (on time in full), and this has resulted in Air & Ground’s remarkable customer retention rate.

This way of thinking was imperative because as the company grew, so did its inventory… to over 300K stocked parts. Years ago, that stocked inventory was seen as a huge asset and benefit to customers, but now, Ian sees the (still extensive) in-house stock as just a number, not a benefit, as the aviation industry has moved towards a lean, JIT (just in time) style of operating. And, as always, Ian has shifted his thinking and adapted to the way the aviation industry has, and is still, evolving.

Likewise, the perception of Air & Ground within the industry has evolved over time too. In the early days, Air & Ground was often labelled as a “parasite,” (and perhaps, in some circles it still is), but Ian feels that the company has proved its value over the last 30 years, and its calibre of long-standing customers and partners proves that there is intrinsic value within the business model of Air & Ground.

Despite all the impressive accomplishments of Air & Ground, Ian’s proudest achievement is surprising; the ability to have given something back. Over the years Air & Ground has been involved in various charity work, making a tangible difference to people’s lives. Beyond this, Ian is gratified to have been able to train and support a great number of staff members with further training, many of whom have gone forth into the aviation industry, taking with them the knowledge and experience they gained at Air & Ground, and are pushing the industry forward in their own way.

Looking ahead to 2036, Ian hopes that customers’ feedback is still simply: “Air & Ground provide good service.” At first, I thought, how uncharacteristically unambitious. And then, when I considered the planning, resourcing and business adaptations it will require, it became clear that this aim provides a clear end goal for the next decade of work, and beyond. To get there, Ian tells me, we will push on, make it happen and continue to control the things we can control.

Ian often attributes the prosperity of Air & Ground to luck; however, the people around him realise that the luck wouldn’t have materialised without bold and forward-thinking leadership, hard work and perseverance, and Ian’s genuine passion for business and aviation.

If you have any questions for Ian, you can meet him in person at Verticon in Atlanta between 10-12 March. You’re invited to visit the Air & Ground booth (#B9131) on the year of Air & Ground Aviation’s 30^th Anniversary.