I represent the most reliable jet engines and services in the business. But we take a broad, long-term view – if we are to grow, our customers must grow, so we are focused on improving our customers' operations.

Our customers know we are committed to helping them meet their goals. They know because we interact at every level, we speak their language, and we're there when things go well and when they don't. We also engage them in strategic discussions on fleet planning or new processes to drive productivity. If I discuss only prices and day-to-day maintenance, then I've failed.

In 2001, my team facilitated over 120 Six Sigma projects and helped train dozens of leaders at Japan Airlines (JAL) and All Nippon Airways. I believe our strong relationship and technical leadership were key to JAL's decision to change engines on its Boeing 777 fleet to our new GE90. This was very rewarding for the entire team.

The best sales are the really tough ones. That's when strong relationships really count.