I'm a little emotional right now...and, no, it's not because I'm a girl...it's because I just finished reading Colleen's "Packet of Good Letters." Each quarter, our President, Colleen Barrett, circulates a select packet of commendations from Customers and Employees. Every Employee in the system is encouraged to take a few moments to read these letters...and I can speak from experience, that it is time very well spent.
Today I was feeling a bit frustrated...I was working on a project that was befuddling me, and I needed a break so I opened up the latest edition of Colleen's packet and started reading. I was immediately filled with an overwhelming sense of pride as I skimmed letter after letter from Customers and Employees who took the time to write our Leaders about an amazing Customer Service experience.
I got misty reading about a Flight Attendant who sprinted through an airport to try and find a replacement snow globe for a little girl who had dropped and broken her new souvenir while boarding the flight. I got a lump in my throat as I learned about a Customer Service Agent in Orlando who stayed at a hospital all night to watch over a sick Customer's children. I got downright emotional when a Customer relayed an experience with a Customer Service Agent in Louisville who went above and beyond to accomodate a family with a terminally ill child traveling to what might be their last family vacation.
After I finished reading the packet I felt reenergized and ready to tackle my project again. I was reminded of what a wonderful Company this is and that I am so lucky to have a small part in making Southwest what it is. To all of our frontline heroes, thank you for inspiring me and for reminding me what Southwest is all about...People.
Anyone got a tissue?
Comments
This is why SW is winning. No other large airline views it's customers this way. Keep reading those notes! SWA rocks
What sets Southwest apart from the rest is its employees. I had a minor complaint about a recent flight that I took, I received two letters in the mail, one from Mr.Lusk, and one from Colleen. To me the minor complaint was not a big deal, yet they went above and beyond to address the issue. I will continue to fly Southwest because of its people. I will be heading overseas soon, and I look forward to jumping on a Southwest flight after my deployment.
Francisco
This is a long shot but I have put my reume in for a position at Southwest Airlines Corporate. I am relocating to the Dallas area and just continue to hear how great of a company Southwest is to work for. Is there any advice as to how to get an interview? Thanks in advance!
Ryan
Angela,
I've said it before and will say it again and again, to friends, business associates and to readers of this blog. Southwest is NOT in the airline business. Its NOT in the transportation industry. Southwest is in the PEOPLE business, and it does a superlative job in that field. As we know from the military, computers can fly a plane. As we know from your competitors, passengers could pick up their own 'snacks' from a cart before boarding. You could virtually operate without any human interaction if all you wanted to do was to move folks from point A to point B.
But, instead, you (that's the generic you, because I mean every single SWA employee) work with people who have needs and wants, and I've repeatedly seen over the years how hard 'you' work to meet those needs and wants. Customers flock to do business with companies that act as if they appreciate their business. There simply is NOT another airline out there that demonstrates that appreciation more clearly than Southwest.
I can only imagine how great it must make you feel to read those letters and to know that you work alongside people who regularly get to practice the Golden Rule. When a firm focuses on the bucks, they often earn some pretty good bucks. But, SWA shows that if you focus on the people, you can earn some more lasting rewards.
I'll take one of my Rapid Rewards drink coupon books and see if I can swap it at the grocery store for a large box of extra soft tissues for ya!
Kim
When my partners' Mom passed away last year, her brother, who is 81 flew Southwest for the first time from CMH to MCO. Feeling sad because he had just lost his Sister, the Flight Attendants on board, not knowing he was headed to bury his Sister, sensed he was upset and took extra care of him. He commented to me about the three F/A's and how these three did not know him from Adam but went above and beyond to make him feel comfortable. I honestly think we have the best F/A's in the airline industry.
The leadership of SWA is the best in the industry. When the highest level Employee cares about the lowest level Employee, a culture develops that breeds loyalty, caring and exceptional Customer & Employee service .
Would Colleen Barrett, Herb Kelleher or Gary Kelly do anything different for those Customers Angela mentioned? NO. They would do exactly the same thing and every Employee knows it. That is tremendously empowering, and I cannot think of a better motivator. By spending very little money and taking time to distribute those letters has inspired Angela to possibly exceed her own limits at the workplace. And doesn't she sound happy and teary at the same time? Wow.
Leadership is key and everyday we see the fruition of excellent leadership at SWA.
GIVE ME A BREAK. TELL ME HOW GREAT THEY ARE WHEN OPERATING COSTS MAKE YOU LIKE EVERYONE ELSE. IT WILL HAPPEN ONE DAY.
Mike:
I am not sure what you mean by "It will happen one day," but it is those operating costs that make SWA different from other air carriers. The efficient use of equipment, employees and other resources have translated into the only multiple decade cosistently profitable airline. Oh, and they have never declared bankruptcy.
Your "one day" has not come for 35 years of SWA operations.
That guy must not have gotten his peanuts one one of our flights. We're SOOO sorry Mike! *hands peanuts to Mike* There ya go buddy! Aww, that's better! And you have such a great smile! :-P
Hi Mike -
Saw that we share the same last name. Guess that's where the similarity ends.
As Colleen always says, "others can copy our business model but they can't copy our people."
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