I cannot think of a business, government, entity, anything that does not have a customer. And with each customer comes responsibility - to understand - to have compassion - and to listen. Not all customers are reasonable or fair. In front of Stew Leonards in Norwalk, Connecticut where I grew up there is a stone inscribed with the rules. Rule #1 - The Customer is always right. Rule #2 - If the customer is wrong, re-read rule #1. But many do not adhere to that premise because there is a belief that there are customers that are wrong.
But for corporate travel managers all over the world they must listen and connect to their customers. This is because a corporate travel managers best eyes and ears are every traveler that travels. And if this is the case, then you must provide a vehicle to listen and connect with them.
By engaging with each of these indoviduals you will create a better travel program for both them and the company. The ideal is not to let them do what they want - it is to create a program that meets their needs while balanced with the needs of your corporation. In the end you will create a great program that shows true value to your company and to your career!