"Soutwest Airlines was founded" in 1974 by Herb Kelleher with the simple goal of focusing on two things: hiring the best people and offering the best prices. His start-up airline has become legendary in the airline industry. Thirty years later, the market value of Southwest Airlines is now worth more than the next five airlines combined. I fly Southwest occasionally, and when someone mentions the name, I immediately think of enthusiastic employees who make work fun…fun for their customers, and fun for themselves. Of course, I’m not suggesting that having fun is the only reason for their success. They’ve made many other right decisions along the way. However, by building a culture around having fun and respecting one another, they have been able to attract great people who love serving their customers.
Not long ago, I flew Southwest and the flight attendant announced, “I’m pleased to say we have a 99-year-old gentleman on board today. He’s celebrating his birthday and this is the first time he’s ever flown.” Well, as you might imagine a light round of applause broke out. Then she said, “On the way out stop by the cockpit and wish him happy birthday.” The cabin exploded with laughter.
Dan Zadra, the president of Compendium, is a friend of mine. He has his own theory about Southwest that came straight from Sheila, a flight attendant who he met on a trip from
At one point, Sheila spilled an apron full of pretzels in the aisle, and Dan instinctively moved to help her. She said, “That’s okay, Dan, it’s my turn.” Dan then said, “How did you know my name, and what do you mean it’s your turn? I haven’t done anything yet.”
Sheila smiled and answered, “I saw your name when I took your ticket. I always try to remember my passengers’ names. It’s polite. And taking turns is something I live by. I believe we all take turns serving each other in life. Right now, it’s my turn to serve you, and I want you to really enjoy yourself on my flight. Someday, you may have the chance to serve me or my daughter or my dad. And when it’s your turn I’m sure you’ll do a great job.
Success doesn’t happen by accident. It starts with unwavering commitment from the leaders to build a dedicated team of passionate people who serve their boss: the customer.
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Hi Mac. . .I enjoyed your Southwest Airlines story and was pleased to see my name mentioned in friendship. Hope all is well, you continue to do great work and touch a lot of people. Compendium is proud to be associated with you.
To your continued success,
Dan Zadra, Compendium
Mac – I just wanted to say I love your site, the videos, the blog, etc. I make it a ritual to visit your site periodically as part of my “inspirational routines” and I encourage some of my clients to do the same thing. Thank you! You rock.
In this post, like many others, you point out that ANYBODY has the power to make a positive effect on others at almost any time in their life. SWA obviously encourages that in their employees and that helps make them a special company. But it goes beyond that as your story pointed out … Don’t think for one second those employees check that passion at the door when they take off their SWA uniform (Does SWA still not wear uniforms?
It does not matter what you do, where you are, we all have that power.
Mac,
I appreciate so much your desire and drive to inspire. When I read the article about Sheila at Southwest, I was struck by what a difference she made by choosing to live by the one-degree philosphy. I wish we could clone her positive attitude and commitment to providing extraordinary customer service.
Thanks for all you do!
Hi Mac and kudos to all who work for Southwest. I am a frequent flyer and it is always a pleasure be greeted with happy Flight Attendants/Flight Crew and all who make the process of flying, which can sometimes be stressful, more of a pleasure. Southwest is my usual airline of choice and now with the new boarding system even more pleasurable. Thank you very much.
I will begin flight attendant training next week for Southwest Airlines, and I want to be just like Sheila — Warrior spirit, fun-LUV-ing attitude, and a Servant’s heart. I’m sure it will come as no surprise that I am VERY excited to be soon associated with this great organization!