Lessons From Southwest Airlines

- Tuesday, December 24, 2013

Book Review  By LeighAnne Turner

I just finished reading a fantastic book that everyone in a position of leadership should consider investing time to read.  “Lessons In Loyalty: How Southwest Airlines Does It-An Insider’s View is written by former Southwest Airlines employee, Lorraine Grubbs-West. Southwest Airlines is considered one of the top 5 best companies to work for with an employee turnover rate of less than 10%! Through her years working in the Marketing department, Lorraine has gained an understanding of the inner methodology of Southwest Airlines and their success over the past 30 years.

What can you learn from a company that has been recognized for such excellent and consistent customer service?  It all starts with the inside of your organization and spreads outward to the public.  Employees want to learn and grow in their roles and not stagnate.  It is the responsibility of those in management and leadership roles to facilitate that growth. The result is a corporate ethos, like that of Southwest Airlines, that creates a culture of trust and cooperation. It is that cooperation and trust that manifests an attitude of hard work, effort and teamwork within the entire organization. The book is broken down into 9 Loyalty Lessons that are essential to a cohesive atmosphere.

  • Hire Attitude-Train Skills - The principle of hiring nice because you can’t train nice. This means choosing employees who can get along with others, who are respectful, want to be at their job and make efforts to innovate. These people should have values that match the organization.


  • Immerse everyone in the Culture Immediately - Establish an environment that enables employees to identify with the organization and makes them feel valued.


  • Keep ‘Em Learning- There should be professional development opportunities for all employees that has an emphasis on providing training opportunities that promotes the expertise and experience of the leaders.


  • People Give as Good as They Get - Cultivating an insight into the importance of finding value while recognizing and appreciating employees in a systemic manner.


  • Find the Kid in Everyone - Empowering employees to have fun while communicating with customers.


  • Do More with Less - Invest in keeping employees busy. Why? Because being busy contributes to people feeling needed and valued within the organization.


  • Luv ‘Em in the Tough Times – Take care of employees when they are personally going through difficult times.. We ALL hit those times where life just seems to beat you down. Build them up rather than tear them down.


  • Do What’s Right - Do the right thing even when it is not by the book.


  • Nurture the Corporate Family - Develop a sense of family and realize that people are a part of something much larger than themselves. This results in a team that will continually work together towards a focused goal.    

  • This was an excellent book written with a creative and unique perspective from someone who knows firsthand the inner workings of that organization. The 9 insights that are highlighted can be practical lessons for promoting a culture that encourages productivity, hard work and overall success.

Terence commented on 13-Jan-2014 06:24 AM
Hi there, of course this paragraph is actually nice and I have learned
lot of things from it concerning blogging. thanks.
Anonymous commented on 18-Feb-2014 12:41 PM
Good day! I just want too offer you a big thumbs up for your excellent information you have right here on this post.

I'll be returning to your website for more soon.
Anonymous commented on 19-Feb-2014 01:03 AM
I always spent my half an hour to read this web site's articles or reviews
everyday along with a mug of coffee.
Eddy commented on 05-Mar-2014 01:27 AM
There is definately a great deal to know about this subject.
I really like all the points you made.
Anonymous commented on 31-Mar-2014 05:25 AM
Have you any solutions for taking donates? I`d like to give a dollar
Anonymous commented on 02-Apr-2014 01:23 PM
Shame on me, in my 26 i don't know anythink about this :-(
Anonymous commented on 16-Apr-2014 12:47 PM
you are really a excellent webmaster. The site loading speed is amazing. It kind of feels that you are doing any unique trick. Moreover, The contents are masterwork. you've performed a excellent process in this subject!
CHAT commented on 14-May-2014 07:15 PM
I do consider all the ideas you've introduced on your post. They're really convincing and can definitely work. Still, the posts are too short for beginners. May just you please extend them a little from subsequent time? Thanks for the post.
rss job feeds commented on 14-May-2014 11:58 PM
RSS feeds will probably be recognized by most people as a technique to gather news. To learn an RSS feed you'll need to have a feed reader, or a feed aggregator.
glass beads for jewelry making commented on 09-Aug-2014 07:24 PM
I'm really loving the theme/design of your website. Do you ever run into any internet browser compatibility problems?

A number of my blog readers have complained about my site
not working correctly in Explorer but looks great in Firefox.

Do you have any tips to help fix this issue?
Gennie commented on 18-Oct-2014 06:17 AM
Hello there, I discovered your blog by the use of Google even as searching for a
comparable topic, your website got here up, it appears to
be like great. I have bookmarked it in my google bookmarks.

Hi there, just become alert to your weblog through Google,
and located that it is really informative.

I'm going to watch out for brussels. I will be grateful for those who continue this in future.
Numerous other folks will likely be benefited from your writing.
Adam Said commented on 21-Oct-2014 04:18 PM
This information is priceless. When can I find out more? commented on 23-Oct-2014 09:40 PM
Good way of telling, and fastidious paragraph to obtain information concerning my presentation subject matter, which i am going
to convey in institution of higher education.
redirected here commented on 23-Feb-2015 12:43 AM
Some really great content on this site, thankyou for contribution.
Nannette commented on 02-Apr-2015 08:39 AM
Passion the website-- really individual pleasant and whole lots to see!

Check out my homepage:digital photo frame
GSA Search Engine Ranker Campaign commented on 07-Apr-2015 06:01 PM
Hi i am kavin, its my first time to commenting anywhere, when i read this piece of writing i thought i could also make comment due to this brilliant post.
roof repair Tucson commented on 05-Jun-2015 10:13 AM
I like what you guys are up too. This type of clever work and reporting!
Keep up the awesome works guys I've you guys to our blogroll.
online dictionary commented on 16-Jul-2015 02:34 PM
It is appropriate time to make a few plans for the future and it is time to be happy.

I have learn this post and if I may just I desire to counsel
you some interesting issues or tips. Maybe you can write subsequent articles referring to this article.
I wish to read more issues approximately it!
local online marketing commented on 22-Jul-2015 06:37 AM
Hey there! I just wanted to ask if you ever have any issues
with hackers? My last blog (wordpress) was hacked and I ended up losing several weeks of hard work due to no backup.
Do you have any solutions to protect against hackers?
view original digital shift commented on 22-Jul-2015 02:57 PM
Wow! This blog looks exactly like my old
one! It's on a completely different topic but it has pretty much the same
layout and design. Great choice of colors!
visit homepage commented on 27-Aug-2015 03:41 PM
I like this web site very much so much good info . "Funny how just when you think life can't possibly get any worse it suddenly does." by Douglas Noel Adams.
Clarita Wormley   commented on 29-Aug-2015 02:45 AM
Free visa card solution
I loved this commented on 02-Sep-2015 05:32 PM
I love your writing style truly enjoying this web site. "Do not speak quickly it is a sign of insanity." by Bias.

Post a Comment

Captcha Image

Trackback Link
Post has no trackbacks.