AT SOUTHWEST AIRLINES, THE CUSTOMER ISN'T ALWAYS RIGHT THE EMPLOYEE IS
It may be hard for some people to believe, but the employees at Southwest Airlines (SWA) actually have fun at work. They hug and kiss each other as if they are part of one big happy family, which in fact they are, onlY in this case that "family" happens to be a corporation named Southwest Airlines. At the meantime, they are a group of hard-working, dedicated professionals who are committed to providing customers with excellent service.
Herb Kelleher, Southwest Airlines' former chairman (and one of its founders), developed a corporate culture, which continues to this day, that revolves around treating people with respect. He also believed that if people enjoy what they are doing, they will tend to do a better job, including going the extra mile whenever necessary. As an example, there is a story about a frequent SWTs customer who arrived late one day and missed his flight. The Southwest Airlines' person at the ticket counter, recognizing him from his frequent flights on Southwest, offered to fly the customer to his destination in his own airplane so he could attend an important meeting. At the same 'me, unlike at a lot of companies, the customer is not always right at SWA, but the employee is! Customers who treat employees rudely or don't like the service that Southwest provides are asked to take their business elsewhere. Southwest Airlines' employees are clearly its biggest asset. It spends more money to recruit and train personnel than any other airline, and its investment in them through the years has paid off many times over.
SWA is the only U.S. airline to have made a profit every year since 1973, and its profit margins are the highest in the industry.
In the highly competitive airtime industry, SWA consistently offers the lowest fares in the markets that it serves. SWA has the most productive workforce in the industry with the lowest cost per passenger mile. SWA has the lowest employee turnover rate in the industry. SWA has the best performance record in the industry, based upon baggage handling,on-time arrivals, and customer complaints statistics.