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Southwest Airlines Community

Thinking Like An Owner

ftaylor
Explorer A
I get asked by Customers, friends, family members, and associates what I think makes the service we (SWA Employees) provide unique.  When I say we are typically more proactive in our efforts to serve, I'm usually encouraged to explain how that is the case.  Inevitably, the conversation will circle back to the way any Employees views his/her duties and responsibilities.  In other words, does the person think like a disconnected drone, or does he/she feel empowered to make decisions on behalf of the Company?  The way I have always seen it, as a Southwest Employee, I have been given a precious, one-of-a-kind gift.  Our Company, its legendary history, and its unsurpassed success is like no other around the world.  As such, what we stand for and what we are expected to do is not something to be taken lightly.  I believe each of us holds a piece of the Company's future, and collectively we have been entrusted to keep the SOUTHWEST SPIRIT alive and carry the torch forward in the days ahead. To do that, I think we have to constantly exercise what works, as well as look for ways to better serve the Customer.  In our day-to-day jobs, we have to act like owners of a corner lemonade stand.  By doing so, we take personal responsibility for our product (in my case, the type of communication I carry out and the support I provide our Internal and External Customers); we stay nimble in response to other's expectations/feedback; we maintain a propensity to follow through on tasks; and we strive to achieve an environment that makes our Teammembers and Customers feel welcome.  Because our corner lemonade stands are part of a multifaceted corporation, as owners we also have to be open minded, studious, respectful, and trusting of our Fellow Proprietors' (if you will) corporate efforts; and in many respects, humble to the limitations of our own expertise. Thinking like an owner is a mindset and a belief that is supported by our Leaders that we are empowered to use good judgment and act on behalf of the Company.  The fact that many of our Employees understand this comforts me and makes me appreciate how special we are as a Company.
18 Comments
Elaine_Conomou
Explorer C
Help!!! I have a job offer from both Southwest and Northwest Airlines as a flight attendant. How does one go about making a decision? Please share with me.
jim
Adventurer C
Go to the airport and observe the NWA counter for an hour, then the SWA counter for an hour. Take notice of the satisfaction levels exhibited by Employees and Customers at each counter. Your decision will be made for you 🙂
jmk22574
Explorer B
Hi Elaine....hands down, I would go with Southwest. That's not necessarily a knock on NWA, they seem to be turning the corner (at least financially). Flight attendants on Southwest seem to have a lot of fun and have a more "friendly" disposition. I think this is a result of Southwest appreciating its employees, etc. By the way, consider yourself lucky for the job offers. Southwest never seems to be hiring customer service personnel in Nashville, and that is my dream job. I guess I'll just keep watching for an opening and keep applying. 🙂
FriendofBlogBoy
Frequent Flyer B
Fred, That is just an OUTSTANDING summation of what makes Southwest the BEST airline in the world and one of the VERY BEST companies in the world. If you could bottle what you just wrote and sell it, you'd have more money than Bill Gates and Brian Lusk put together!! :) Seriously, you just provided a graduate level course in SWA 101 in four paragraphs. I've said it over and over and will say it again; the secret to Southwest's success is one of the very worst-kept secrets in the world. Y'all have great planes -- the 737 has been a proven workhorse for years. Y'all have great on-time service, as proven consistently over time in DOT reports. Y'all have an excellent customer service record and one of the lowest lost-luggage and complaint records in aviation history. Even your peanuts are great. But, NONE of those things are what make Southwest great. I don't have enough space to list all of the things that make SWA great, because there are over 32,000 of them. Anyone can buy a plane. Anyone can handle bags and serve good peanuts. However, it is the Warrior Spirit, the Servant Heart and the Fun-LUVing attitude of each Employee that makes Southwest great. Now, how can we get the phone company and the cable TV company to imitate you guys? LOL Great writing, Kim External Blog Boy :) Elaine, What Jim suggested is the best thing you could do. You will learn more about Southwest by spending ten minutes watching their Employees than you would learn spending days interviewing their passengers. I have observed a world of difference in the way the employees of a maajor aairline based at DFW Airport treat EACH OTHER, and that doesn't even count the surly attitude towards their pax. People who work for thaat aairline pass each other in the terminal building and never speak or acknowledge their fellow employee. But, if you go to Dallas Love Field, where an airline known for its LUV operates, you will see folks from every conceivable job function smiling, waving, hugging, high-fiving and shouting at each other in the terminal. (okay, so most pilots are reserved enough to skip the high-fives) You'd think it was a giant family reunion of long-lost cousins who haven't seen each other since grade school. The reason is because it IS a family reunion. A meeting of a member of your family who is connected to you and who cares about you speaks volumes about the atmosphere that exists within Southwest. That atmosphere is the legendary "Culture" that is nourished within Southwest, and although it is not a secret, it is certainly as vital to Southwest's unrivaled success as their secret formula is to Coca-Cola or the secret herbs and spices are to KFC. I already KNOW which one you'll choose, Elaine, and I look forward to having you as one of my FAs on a future Southwest flight! Best wishes, Kim External Blog Boy 🙂
Chris_Johnson
Explorer C
I too have always thought highly of your airline, but a recent in-flight incident has proven once again the impact that one individual can have on perception. I have detailed the experience in a letter to customer service, the first letter of complaint I have ever written...much less to an airline. It will be interesting to see how you respond, if at all. By and large, my family and company have had satisfactory service. Thanks, Chris
Leah4
Frequent Flyer B
I don't know why mine didn't get posted, so I'll try again. 🙂 Anyway, you should definitely go to work for SWA, which is So Wonderfully Awesome!
Tamra
Explorer A
Fred, Great post! Great posting by everyone on here....but i'm confused by Elaine's post. Is there any doubt where you should choose? i'm kidding. I'm sure there is something at the other place that is making you question which path to take. Let me just tell you this....i am so incredibly proud to be an employee here at SWA. I have been here for over six years now, and i still love it when people ask me where do i work, and what do i do. i worked mainly in sales before coming here and i have never regretted changing paths. It is true what Fred said. We all own a little piece of our lemonade stand, and each will hold the other accountable. "hey, that's my profit sharing" comes to mind right? Fred, thanks again for the great post. Elaine, good luck which ever path you choose.
William_Carroll
Explorer C
Hey!! Where is the suguestion box? I have a sugestion. I have been doing a lot of business traveling the last three years and I have been using the flight status messaging service to keep informed about flight changes. I wished the text message would include gate information for my flights. You know changing planes in Midway can be real race when our connecting flight is in another concourse Keep up the good work. And by the way when are you going to have flights to Charlotte, NC. I had to use another airline to get one of my company's plant in South Carolina and really hated not flying with you guys
joe-mdw-plane-d
Frequent Flyer C
Leah, Brian has some new spam orama software that deletes regular posts. If we send him a bag of candy corn, he will post all of our messages! 20 years of swa in Detroit!!! Ding! boy Joe
Leah4
Frequent Flyer B
Thanks, Joe! That's a good idea. Should we just send one bag, or do you think we need to give him more? 🙂
joe-mdw-plane-d
Frequent Flyer C
Brian, What is your final answer? :-) I am not responsible for my family members who fly other aairlines! Ding! boy Joe
blusk
Aviator C
Joe and Leah, It takes a lot of energy and stamina to wrestle the spam-orama software to retreive a legitimate post. Let that be your guide on quantity. Blog Boy
FriendofBlogBoy
Frequent Flyer B
Joe and Leah, Let me give you a confidential head's up. Anyone else reading this blog should close their eyes and skip to the next entry, because I can't let this get out to the general public. The secret is NOT bags of candy corn. This blog is just like any fine restaurant, but since it exists in cyberspace, it does not have the golden arches overhead. What do you do when you enter and want to get a good seat? Naturally, you 'encourage' the maitre d' with a crisp Presidential souvenir. You must realize that Brian is our maitre d', and as the Blog Master of the Universe, he controls what posts get in and where they are placed. Now, if you want your comments to receive entry into this rarefied space, you need to 'encourage' him. I learned early on that Brian is a big admirer of our seventh President, and as such, just loves to collect memorabilia adorned with his image. He seems to prefer green rectangular pieces of paper with President Jackson featured in the center, and I have found that when folded carefully, they will fit neatly into the CD drive on my computer and can be uploaded right along with my comments. (note the comment box below has a button labeled "Post" and right next to it is one that says "B. Lusk Encouragement Upload") I hope that now that you understand the system from a veteran blogger, you'll find that a higher percentage of your comments actually make it onto the blog. Best wishes, Kim :) P. S. Fore ann adishanal fiftee bukks, Bryen wil fex yore spelleng, buht i ka'nt useyoully aford et.
blusk
Aviator C
Okay, I need to end this right now! I ain't no snobby mairte d' and I don't need bribes to post your comments. Even if I have to search through all the nasty porn and viaga spam, I will wrestle that spam orama software to find legitimate posts. By the way, Kim, even a few of your comments have migrated there to be rescued by me. Blog Boy
FriendofBlogBoy
Frequent Flyer B
I paid him to say that...
Debbie__amp__Lo
Explorer C
Fred, This is my first time trying to figure out this bloggin thing so bear with me. My husband flew on SWA on June 7 from MCO to BDL (This was his last treatment for cancer to keep him in remission after 3 yrs) We have flown back and forth with SWA many times and this last time he was a little discombobulated (is that a word) he took out his laptop from his breifcase to see if he could figure out how to find a hotspot (I keep telling him this is to much for him as he is hust learning how to use the dang thing) while doing this he left his bank pouch with his checkbooks, deposit slips, safety deposit box keys, cash etc on the seat next to him.... When he arrived home he realized he had lost them and called SWA and MCO to report this....We spoke to Kim White in MCO and she was wonderful, sympathetic and hadn't found the blue pouch as of yet. She took our info and promised if she found anything she would let us know. Meanwhile called banks cancelled accts etc. Now it is wednesday the 13th of June almost a week later and we had given up hope and brnnnnggggg the phone rings and it is Kim telling us the pouch was found and could she send it overnite to us....OMG yes please Kim.... well I just received the pouch and everything even the cash (which was turned into a check from SWA) was in there.... Thank You Kim White and the wonderful people of SWA for truly making this awful experience a good one and Thank you to the person who honestly turned this in and didn't take anything....Remember there are still good people in this world and if you believe in honesty it will spread. Thank you for the opportunity to tell you this story
ftaylor
Explorer A
Dear Elaine - Choose Southwest; and if it doesn't work out, we'll give you a referral to Northwest. Dear Kim - Thanks for the props. I've always thought working for Southwest Airlines is like getting an MBA. Mr. Carroll - Don't give up hope. Mr. and Ms. Cattey - Bless you for sharing a perfect example of what our hard-working, FUN-LUVing Employees do for our valued Customers each-and-every day! Your kind regards mean the world to us.
Ken_Lyon
Explorer C
Southwest has amazing employees! I've been meaning to write a letter and I found your blog after asking where to comment on my last SWA LAX round trip. Anyway the employee - this one was named Bryan, a SWA "ramp" guy in Phoenix. May 5, 2007, I flew back to Phoenix from Orange County after attending a dental convention. As anyone knows who has flown out of Orange County in the evening the plane takes off like a rocket - straight up - I had placed my convention bag full of materials from the convention exhibit hall under the seat. Needless to say on takeoff, the entire contents of the bag slid out and disappeared under my seat in row 9. I had also placed my sunglasses and car keys in the bag. People behind me collected most items but the sunglasses were gone. After we landed, with the flight attendants help, I found them behind the last seat in the plane, as well as other items scattered along the way. I got off the plane and was nearly out of the terminal when I noticed I didn't have my car keys. I had placed them in the bag. It was late and the TCA security was closed and they would not let me go back to the plane and Bryan who was just randomly passing by overheard my story to the security guys and asked where I flew in from and said he would try and help. Then, 30 minutes later he returned. "Are these your keys?" He had somehow located the plane I flew in on and probably crawled down the aisle looking under each seat and found my keys - as well as a few more items from my bag. He refused any "reward" as I nearly shook his hand off. He smiled and disappeared. When I got to my car, my keys had taken on a new significance and I was thankful that it was Southwest I was flying.