Southwest Airlines Puts Employees First

All of us have jobs that we have to wake up for each day.  Do you like this job?  Is it a good place to work with a fun environment?  For one company, a CHAMPIONSHIP CULTURE has been built upon doing things a little different than the norm.

Most of us have flown before and have had the unfortunate experience of shutting off our portable electronic devices and listen to an unhappy flight attendance go over passenger information for the millionth time.  But, if you've ever flown on a Southwest flight, you may have had a slightly different encounter with a - dare I say - happy employee ...

“No smoking is allowed, not even in the toilets. Don’t be naughty in our potty. If you do there is a $2,000 fine, and if you had that kind of money you’d be flying United instead of Southwest.”

 “Your seat cushions can be used for flotation. In the event of an emergency water landing please take them with our compliments.”

 “We are pleased to have some of the best flight attendants in the industry. Unfortunately none of them are on this flight.”

"Although we never anticipate a change in cabin pressure... because if we did, we wouldn't have come to work today.... If you're traveling with a small child, what were you thinking? Put your mask on first and then help them with theirs. If you are traveling with multiple young children, assist the one with the most potential first and then work your way down."

Southwest Airlines is consistently ranked as one of the best places to work.  They are also one of America’s most profitable companies.  How do they do it?  One of the major reasons according to an article on the company’s blog is that they have a culture that PUTS THEIR EMPLOYEES FIRST.

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Wait, what?!?  Did they actually just say that?  isn't it supposed to be about the customer? For Southwest, it's about the employees.  This is a paradox of leadership.  This is a different way of thinking.  But this doesn’t mean it’s wrong. 

Click here to see the official Southwest culture which states their vision as being "to become the Wold's Most Loved, Most Flown, and Most Profitable Airline.  They want to be profitable but they are going to do it because their employees want to be there.  Happy employees equal happy profits.

In a Business Week article, Southwest ranks employees first, customers second, and shareholders third...

"We believe that if we treat our employees right, they will treat our customers right, and in turn that results in increased business and profits that make everyone happy". 

My wife and I fly Southwest only.  We have never had a problem with Southwest that couldn’t be solved with a smile and a ‘can-do’ attitude.  I have traveled a lot.  I have eaten at restaurants.  I have shopped at retail stores.  I have been around sales people and employees and I can say that Southwest employees are different.  Not every business has employees willing to go the extra mile or even act like they enjoy their jobs. Imagine if all employees were satisfied and happy at work.  This enthusiasm can be contagious.  This enthusiasm can be transferred to customers so that they have a good experience.

Jamy Bechler is a certified John Maxwell leadership coach, speaker and trainer.  You can contact him at Jamy@CoachBechler.com.  You can also subscribe to his leadership newsletter by clicking here.