Lessons From Southwest Airlines

"Leadership is about people. Period. Great leadership is about inspiring people, serving people, caring for people, and caring about people. You have to tell them you care." - Gary Kelly
Chairman, President, & CEO at Southwest Airlines

I love to fly Southwest Airlines. I love everything about Southwest Airlines. I LUV the culture, the people, the enthusiasm, and the creativity of the people that work there. I believe that SWA is the leader in flight because of the people focus.Gary Kelly says that "leadership is about people. Period."  I LUV that.

It's not the airplane that people LUV (although they are cool planes)-- Its the culture and the experience. I always feel inspired and served with excellence when I fly SWA. I have flown most all of the brands over the years but the last few years I have become a loyal Southwest airline customer. I will share with you WHY I am a loyal SWA customer AND some business lessons I have learned from Southwest Airlines.

Lesson 1 - Southwest Creates Loyalty:

I was recently on a Southwest flight from Las Vegas to Salt Lake City (Short Flight) and the flight attendant got on the speaker and asked everyone to close their window on the plane and turn on their overhead light (the one for reading) which we all complied. The overhead lights represented birthday candles. The flight attendant than announced it was so and so's birthday on the plane and brought this lady a cake (albeit fake) and on the count of three we all sang happy birthday and when she blew out the fake candles we turned off the lights to signify the candles being blown out. I know, it is somewhat cheesy but it was cool. It was fun and memorable. Birthday girl will be a loyal Southwest customer forever will she not!? Next time she needs to book a flight, I have no question in my mind that she will book on Southwest. Southwest created loyalty in her mind because they made an emotional connection with her. What did it cost Southwest to do that? Nothing! What was the value to Southwest? Priceless! They could have spent a million dollars on  T.V. commercials telling her how great they are OR sing happy birthday to her on a flight for free and have just as much (or more) impact on birthday girl and everyone else on that flight. What do you think would have had more impact and created more loyalty? The Million dollar TV spots or the happy birthday song? The happy birthday song had much more impact than any advertising ever.

(I caught 17 seconds of this on my phone HERE)

Business Lesson: Find ways to create loyal customers. Find ways to go the extra mile. Find ways to create memories for your customers. Best selling author and sales guru Jeffrey Gitomer says to focus on customer loyalty rather than customer satisfaction...I Agree! Any business can satisfy a situation but few businesses create loyalty.

Lesson 2- Southwest gives value:

Southwest Airlines does not charge for your first or second checked bag? How cool is that!?! That’s right! While bag fees have become the norm among competitors, they have stayed true to their reputation as the maverick of the airline industry by not charging for bags. Some competitors charge up to $120 round trip for bags.

Business Lesson: Give value FIRST! Give real value to your customers. Think about how you can offer your clients real value that sets you a part in your business. Do something out of the norm for your clients. A free Coke on a plane is NOT my idea of added value but not charging for my bag is a big deal and real value.

Lesson 3- Southwest is the friendly airline:

I don't know about you but I love to do business with people that are friendly and smile. In fact, I have decided to not do business with unfriendly companies any longer even if I liked their product/service. I want to know that you appreciate me doing business with you and your company. If I am going to do business with you I want your company to freak-in' care that I am buying your stuff. I want you to be friendly with me if I am going to buy your product or service. I am amazed by how many businesses don't smile and act friendly to their customers.  Stupid! This sounds so simple and common sense but few companies do it.

Business Lesson: Be more friendly and smile. Most businesses are not friendly enough.  Some businesses are not friendly at all. If you and your staff makes an effort to be more friendly and smile more your sales will increase. Jeffrey Gitomer says that people buy from those they Like and Trust.

Lesson 3- Southwest has an impeccable safety record:

Southwest has not reported a fatality in its operating history, according to the Consumer Warning Network, making it the safest major airline in the world.

List of the Safest Airlines

Business Lesson: Make your clients feel safe and secure when they do business with you. I want to feel safe with those I do business with. I want to know that I am safe and they will take care of me.

Lesson 4- Southwest gives more than they take:

Every time I fly Southwest I get more than I paid for. I get better service, on-time flights, and a great experience. Southwest gives more than they take. A recent example of how they gave to me and went extra mile...I was recently in a layover in Phoenix and they made an announcement that the flight was overbooked. They asked if anyone was willing to fly on a different flight 5 hours later they would give a $300 flight voucher to that person. I was returning home from a business trip so I had the extra time and decided to "volunteer" for the later flight. They not only gave me a $300 voucher as promised but also reimbursed me for my flight from Phoenix to Tulsa (roughly $200) so in all they give me $500 for agreeing to take a flight five hours later...($100 an hour not too bad) -- The story gets better...A few minutes before my original flight, they told me that they had one extra seat and I could take my original flight time AND KEEP THE VOUCHER.

Business Lesson: Give more than you take. Give your clients more value than you charge for. Give great value, great experiences and your business will thrive like Southwest Airlines.

We would LUV to hear your Southwest compliments in the comments below...Please share with all.

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Disclosure: I do NOT work for neither have I ever worked for Southwest Airlines. I do NOT have family or friends that work for SWA. Southwest has NEVER approached me about writing anything about their company.  Southwest has NOT compensated or offered any compensation for this article. I do however own a minuscule amount of stock in the company. Stock Symbol:  (NYSE: LUV)

I am truly just a loyal, happy customer of SWA and know a great business when I see one and have received inspiration from their business model.

#FlySouthwest  #SouthWestAirlines  #IFlySouthWestAirlines

Book A Flight Today on Southwest.com

Photo(s) Credit: Taken By Author At Tulsa and Salt Lake City airports.

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Entreprenuer | Philanthropist | Motivational Speaker

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