Archive

Archive for January 2008

Being Proactive - The Next Generation of Customer Service, Part Two

By: Fred Taylor ftaylor

Jan 30 2008
 (In the first installment, I outlined the need for Proactive Customer Service.  Now, we will drill down a bit deeper to review the basics of how our Team works.) Proactive Customer Service Basics  On a daily basis, the Proactive Team must: Stay Informed There's no excuse for not being prepared.  Understand how our business process works.  I'm not talking about breaking it down to the chemical... read more

Kids say the darndest things!

By: Carole Adams cadams

Jan 29 2008
 Art Linkletter made this title well known a long time ago.  Kids continue to delight us with their innocence and candor.  You are familiar with a tug pushing the aircraft away from the jetbridge before the airplane begins taxiing under it's own power to the active runway.   I was prepared to begin the Emergency PA when a child exclaimed, "Are we going to fly BACKWARD!" While descending a small... read more

Marco's Nimitz Diaries

By: Marco Melloni bmelloni

Jan 28 2008
Our longtime readers know that we followed Southwest Customer Francisco Delgado on his deployment last year to the Persian Gulf.  To show our support for the men and women of the USS Nimitz, we want to continue the diaries with one of Francisco's former shipmates, Marco Melloni.  Marco is part of the Southwest Airlines Family because his father, Bruno,  works in our Technology Department here in... read more

Lego My Airplane

By: Gordon Guillory gguillory

Jan 25 2008
While I was surfing the net I came across something from my past, a toy... a very sophisticated toy called the Lego Mindstorms NXT. This toy was not something I had as a kid, what I meant by "in my past" is that, back in August 2006, I was visiting my dear friend. Our very own "Blog Queen" Paula Berg in our Public Relations Department asked if I thought our Mechanics would like to take on the... read more

Every One Matters

By: Shelley Logan slogan

Jan 24 2008
It's time again for Southwest Airlines annual Employee Message to the Field events, and this year's Message is sure to be another informative and exciting event! The Message tour will kick off this year in Chicago, and our CEO, Gary Kelly, and President, Colleen Barrett, will visit a total of five Southwest cities before the grand finale in Dallas. Southwest Airlines Message to the Field is kind... read more

Onboard Broadband Internet

By: Brian Lusk blusk

Jan 23 2008
We are going to start testing inflight Internet access.  Check it out. read more

Being Proactive - The Next Generation of Customer Service - Part One

By: Fred Taylor ftaylor

Jan 23 2008
In an everchanging world where public opinion is driven in part by consumer-generated media, the Customers' trust in Southwest Airlines is contingent upon our ability to deliver effective communications about a situation before, during, and after an issue goes public.  Customers commit themselves to our Company when they sense that we truly care about their individual needs, and that our... read more

Politics and LUV

By: Brian Lusk blusk

Jan 22 2008
PR/Marketing guru KD Paine recently overheard some interesting conversation while attending a board meeting that included some politicians.  To see what they said, hop over to her blog. read more

The Five Days of Southwest

By: Christi McNeill cday

Jan 21 2008
Southwest is the family friendly airline, literally. I am a third generation "Day" here at Southwest. In total, five of us in the Day family have the SOUTHWEST SPIRIT. My dad, Steve, started the Southwest employment trend in 1988 as a Dallas Line Mechanic. One year later my cousin, Rusty, started working as a Houston Line Mechanic. My Granddaddy Bill decided to make it a trio in 1991... read more

I COULDN'T MAKE THIS UP, EVEN IF I TRIED

By: Bill Owen bowen

Jan 18 2008
People that know me also know that bizarre things happen to me. Frequently. If I were followed 24/7 by a camera crew, I could have my own TV show. Think "America's Funniest Home Videos" with liberal dashes of "I Love Lucy" and "The Jerry Springer Show" thrown in for good measure. For example, I blew up my pool filter a few years back by mixing algaecide and shock (when they say don't mix... read more