Description

One of the principal reasons for Southwest’s success is, they know who they are. They offer their customers a very good product at a very low cost with exemplary customer service. They encourage their employees to Wear Your Spirit, and have a Servant’s Heart with a Fun Loving Attitude. When the Texas Aeronautics Commission encouraged them to raise their fares, Southwest said no. Southwest wannabes fail because they try to be all things to all people. Southwest doesn’t do that. Instead, they under promise and over deliver. Southwest tells its employees to take the business seriously but not themselves. Southwest wants its employees to have fun, but also to be themselves. When a customer complained in a letter about the fun-loving attitude, Herb Kelleher responded simply, “We will miss you.”