Spirit Magazine - September 2013 - (Page 12)
At Southwest Airlines and our subsidiary, AirTran Airways, we don’t
think of ourselves as a Company of
planes; we are a Company of People.
Sure, we offer a service, or what we
like to call our Purpose: to connect
you to what’s important in your life
through friendly, reliable, and lowcost air travel. But transporting you
to and from your destination is only
what we do. How we do it and who
we are, or our “secret sauce,” is found
in our single greatest asset—our
People. We know that the difference
between flying an airline and being
a loyal Customer can be as simple
and meaningful as the human
connections made along the way.
We have always “hung our hat” on
providing the best Customer Service
in the business, at a low cost. Now,
I realize that almost any company
would (and should) say that, so you
may be wondering, “What’s the
difference at Southwest?” The difference is this: Everything begins and
ends with our People. If we keep our
Employees happy and engaged, they
Customer Service in Action
I received a note from a Customer who recently traveled with her husband and two children from Lubbock, Texas, to Orlando, Florida, for a
vacation at Walt Disney World. Their youngest son, Kenneth, a sixth
grader, realized upon arrival in Orlando that he had lost his homework
pass. They continued their vacation, assuming it was gone for good.
When they returned home, they found a message on their answering
machine from a Flight Attendant named Roy, informing them that he
had found Kenneth’s homework pass and wanted to mail it to him. As
you can imagine, the family was very appreciative. Kenneth says, “Roy
is awesome!” I couldn’t agree more!
will keep our Customers happy,
who will reward us with their loyalty. That repeat business helps our
bottomline and creates value for
our Shareholders.
Our People formula is pretty simple: We hire for attitude and train
for skill. Fortunately, because of
our Brand rankings, great pay and
benefits, history of no layoffs or
furloughs, and our world-famous
Culture, a lot of great folks want to
work at Southwest. This means our
pool of potential Employees is chockfull of the best and brightest. In fact,
last year we received 114,845 résumés
and only hired 2,499 candidates. (A
person has a better chance of getting
into an Ivy League university than
getting hired at Southwest.) We take
great pride in hiring the right People
and spend a lot of energy on doing so.
Once onboard, we don’t focus
intensely on rules or policy applications, except those related to Safety.
Instead, we give our Employees the
Freedom to be themselves, to do the
right thing, and to take care of our
Customers. But we do have one rule
that overrides all others, and that is
The Golden Rule—treating others
as you wish to be treated. We’ve
found over our 42-year history that
if we hire People with passionate
Servant’s Hearts and empower
them to do what’s right, they will
consistently surprise, delight, and
amaze our Customers.
By building a Company that is
People-centric, we have built the
most successful and profitable airline with the best Customer Service
in the history of commercial aviation.
Thanks for coming along for the ride!
Gary Kelly
Chairman, President, and CEO
Southwest Airlines
12 SPIRIT SEPTEMBER 2013
PHOTOGRAPHY BY DAN SELLERS
+
Gary’s Greeting
Making Connections
Table of Contents for the Digital Edition of Spirit Magazine - September 2013
Contents
Gary's Greeting
Gary's Greeting en Español
Star of the Month
Freedom Story
From the Editor
Your Words
Your Pictures
Media Center
Eat Drink Sleep
The Numbers
Business
Chomp, Chomp
"Are You Famous Amos?"
Health
Calendar
Fun!
Spotlight
Community Outreach
Products and Services
Flight Service
Terminal Maps
Information
Rapid Rewards Partners
Route Map
The "If" List
Spirit Magazine - September 2013
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