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Five Culture Secrets from Southwest Airlines

1/30/2018

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​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:

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    From the desk of
    ​Kristin Robertson

    • CEO of Brio Leadership
    • Passionate Promoter of Vibrant Company Cultures
    • Catalyst of Leader's Potential 
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  • Coaching
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    • Speaking >
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  • Leadership Development
    • Workshops
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      • Delegation Skills
      • Effective Communication Skills
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  • Books
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    • Your Company Culture Ecosystem >
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      • Radio show recordings
    • A Forgiveness Journal
    • Spectacular Support Centers
  • Blog
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    • Your Company Culture Quiz
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  • About Brio
    • Client Results
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    • Community Involvement
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