Shifting From Being An Operator To An Owner with Ral West

Creating the World's Best Client Experience · Oct 29, 2026 · 27m

Ral West describes her 45-year business career, beginning with a tourism marketing consultancy and later helping her husband run a scheduled charter airline between Alaska and Hawaii for 25 years. As the company grew, they carried most decisions themselves, worked long hours, and faced health and relationship strain, operational confusion, and customer complaints.

Ral says that studying business systems and management approaches helped them restructure the airline, improving procedures and staff training, and focused on the customer experience. About five years later, they were able to step…