Some Airline Employees Really do Care

Southwest AirlineI was reading the Southwest Airlines in-flight magazine during a recent flight from Chicago to Phoenix when a “praising letter” from a Southwest passenger caught my attention. The letter, from Delores Sutton who was traveling in a wheel chair, said such good things about Southwest Airlines that I wanted to share it with you. It went, “Dear Southwest, Recently I was waiting to board a connecting flight and had been rushed to the gate just in time for boarding. I asked Southwest Captain Mark Greising, who was standing behind me, if he knew the length of the flight. I wondered if I had time to get something to eat before takeoff because I had been on another lengthy flight and wanted to pick up a sandwich. Another passenger offered me one of his nutrition bars, which I declined. At that time, Capt. Greising asked me what my favorite sandwich was. When I looked back, he was gone. He returned with a delicious sandwich for me and refuse to accept any money. This was totally a surprise and one that I won’t forget. Mark Greising is another reason why I continue to fly Southwest Airlines for all my travel needs.” This is a great example of how all airlines should be run.

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    Imagine a workplace where every employee is engaged with their work … where every employee shows up each day excited about giving every bit of energy, creativity and passion to performing their job. These employees don’t need to be motivated because they already are and they channel their motivation toward creating a competitive edge for their company that can’t be easily copied. They’re constantly making innovative changes to products, services and customer experiences while providing superior levels of customer service which results in loyal customers. This means higher levels of repeat and referral business which, in turn, translates into significant increases in market share. In addition, absenteeism and turnover rates for these fully engaged employees are far below industry averages because they absolutely love what they do. This book presents a new management model that guarantees an employee engagement level of 100%. If you implement this model in your organization, every one of your employees will become engaged with their work; all working at their full potential. Think of what it would mean to the success of your business or organization if you could get all of your employees engaged with their work.

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