Five Culture Secrets from Southwest Airlines

​Herb Kelleher, Southwest Airlines’ co-founder and Chairman Emeritus, said it best: “The business of business is people.” This belief is the basis of Southwest’s exemplary culture.  Even though the company honors and values all people involved in its business - employees, customers, supplier/vendors and shareholders - the company puts its employees first.  Southwest Airlines recognizes that treating its employees well creates happy customers.  That equation is proven by the company’s outstanding business results, which include:

---

• 2.4% voluntary turnover
• ​44 consecutive years of profitability
• #1 lowest number of customer complaints
• ​85% employees say they’re proud to work for Southwest
• No layoffs, no furloughs ever
  

What other US airline can boast these same results?

I was fortunate to have been invited to attend Southwest Airlines' "Culture Connection" in December 2017 in Dallas, Texas.  It was a half-day event that showcased the company’s methods of strengthening, reinforcing, and maintaining its strongly positive culture.  I applaud Southwest Airlines for offering this twice-yearly “peek under the covers” of their culture at no cost to the attendees.  In contrast, Zappos and Disney charge fees to attend similar events they host.

​Here are five lessons learned from Southwest’s Culture Connection day:

Read More