Focus on communication fuels Southwest Airlines
Listening to the ideas and concerns of employees becomes paramount to effective communication. But listening is only half of the equation. Following the lead of the emerging forms of social media, communication is a participatory game. “It’s a constant conversation,” says Kelly, “and hopefully a very intimate relationship. That’s where our employees get engaged. If they know what’s going on, and they know why we’re doing things, typically they’ll get on board.”
Gary Kelly explains the Southwest Airlines’ mission:
The mission of Southwest Airlines is dedication to the highest quality of customer service.
“That is the highest aspiration that we have. First and foremost, we want to be a great customer service company.”
Delivered with a sense of warmth, friendliness, personal pride and company spirit.
“A lot of customers don’t need the personal interaction, and that’s why Southwest.com is one of the most popular travel sites in the world. But we have to be there for our customers in person when they need us there in person. This is a very straightforward, long-lasting set of words in our mission statement.”
To provide our employees with a stable work environment with an equal opportunity for learning and personal growth, encouraging creativity and innovation, and providing them the same concern, respect and caring attitude that they’re expected to share externally with every customer.
“It’s very clear: We put customers first, but then we really talk about our employees. There’s some tangible evidence as to how we’ve treated our employees over the years. We’ve never had a furlough at Southwest Airlines. We’ve never had a layoff. We’ve never had a pay cut—even after 9/11. We are highly regarded as a company in many different ways: great service, strong financials and 34 years of profitability. But the thing we’re most proud of is that we’ve been able to take care of each other. Those are things I hope will be everlasting at this company because they go hand in hand.”
To your greater success,
Peter Mclees, Principal
P. S. Smart Development Inc. has an exceptional track record helping route saless brances, restaurants, stores, distribution centers, food production facilities, and other businesses create a strong culture, leadership bench strength, sales skills and the teamwork necessary for growth. Having worked with several companies throughout their growth cycle, we have valuable insights and strategies that would help any late stage startup, small or medium sized company achieve sustained growth and prosperity.