A LUV-filled tribute to one of the greatest leaders of our time

It’s hard to imagine a world without Herb Kelleher. He and Southwest Airlines made a huge difference in my career and my life, and I’ll bet the company made a difference in your life too, even if you don’t realize it. His passing on Jan. 3, 2018, marks the loss of one of the boldest, most transformational leaders of our time.

If Herb and Rollin King hadn’t drawn a triangle on that cocktail napkin in a bar in 1967, connecting Houston, San Antonio and Dallas, then Love Field would be dust, perhaps covered with a strip mall or industrial park. Flying would still be strictly for the top echelon of society in our country, and every country across the globe. Startups that followed in Southwest Airlines’ footsteps like Jet Blue, Spirit, Ryan Air (in Europe), Frontier and Allegiant might not exist at all. Even the long standing larger carriers launched short-haul competitors to trample Southwest's market share with Continental Lite, Delta Express and SONG, and SHUTTLE by United. I’d wager that Sir Richard Branson, who I also greatly admire, drew some entrepreneurial inspiration from Herb or at least enjoyed a friendly competitive drive and camaraderie—they share the audacity, authenticity and altruism all leaders (should) aspire to.

Without Southwest, people would’ve missed out on weddings, birthdays, holidays, funerals, job opportunities, baseball games and concerts, vacations and building blossoming businesses. I don’t know if the economic impact of Southwest has been definitively stated, but I’m sure it is somewhere around, oh, a gazillion dollars. There’s a reason the “Southwest Effect” is studied in business schools. Southwest changed the airline industry worldwide.

But it wasn’t just the crazy idea of starting an intrastate, short-haul, point-to-point, no frills carrier with flight attendants in go go boots and hot pants serving free Wild Turkey that revolutionized the airline industry (and some would rightly argue significantly influenced corporate culture and behavior in many other industries—it has been one of the most admired companies and a best place to work for many years). It was Herb’s (and Colleen Barrett’s, among countless other like-minded leaders) morals and values that permeated Southwest’s culture, including his belief in and practice of egalitarianism and servant leadership, that made opening up air travel to everyone a cause and placed it light years beyond a corporation. The cause created ambition, ownership and a fierce loyalty that attracted and still holds the hearts of its People (employees) and its Customers.

Starting my career at Southwest Airlines at 20 was a turn of fortune I didn’t fully appreciate until well after I left. The lessons I learned continue to be invaluable to my professional and personal life. Among them are:

1. Practice the golden rule.
2. Be a servant at heart.
3. Lead with empathy as a coach and mentor.
4. Be actively engaged in philanthropy and volunteerism. I thoroughly enjoyed volunteering at Ronald McDonald Houses with Southwest and it opened my eyes to what we can accomplish and should do to support others in our communities.
5. Always strive to learn more and hone skills to be the best employee you can be.
6. Don’t settle for a “job.” Rather, serve on behalf of a cause that lights a fire of passion within you and drives you to want to go above and beyond.
7. “The business of business is people,” and they are always your most valuable asset. If your People are happy and fulfilled, they’ll excel in their roles and deliver outstanding service, and your Customers will be happy and fulfilled.
8. Hire for attitude and enthusiasm first because skills can be taught but attitude cannot.
9. Delegate because it demonstrates you have trust and confidence in your employees, but never ask someone to do something you aren’t willing to do yourself. Stories were frequently shared of Herb showing up, sometimes even on holidays, to help out at the ticket counter, at the gate, on the ramp, and onboard. He never hesitated to jump in, and he never hesitated to thank us for doing our jobs.
10. Listen twice as much as you speak. It teaches you to be more empathetic; it helps you get to the root of and resolve conflict: it can dispel your assumptions about others’ beliefs, challenges and motivations, and teach you how to inspire them; it assists in calming angry customers... most of the time. Sometimes you just need to know when to call security.

I entertain the notion that Southwest Airlines might be romanticized in my mind as a utopian community. Maybe I’m naive or looking through rose-colored glasses at a past chapter of my life. Perhaps it has changed since I was lucky enough to be there. It doesn't matter as it wouldn’t change my view for the world. My time with Southwest set me on a lifelong path. It led me to be brave enough to move across the country four times, joining a team in Portland, opening a station in Orlando, and becoming a supervisor in Baltimore. It gave me the self confidence to go back to college to finish my bachelor’s degree, and then earn a master’s that focused on leadership because I wanted to read and write about Herb and Southwest. It made me want to be the best me I can be, to always feel inspired and devoted to my job, to discover again that culture where People are valued, celebrated for our individuality and work ethic, and where banding together for something much greater than ourselves is celebrated and encouraged.

I haven’t yet found this type of culture permeating another organization, company, agency or institution in the way it is woven into the very fabric of Southwest Airlines' near 50-year tapestry. Such a culture is a rarity in this world. However, I have been fortunate to work with some great leaders and like-minded colleagues. Together, we've fostered healthy little oases made up of departments or divisions, safe harbors and lands amid bigger, less utopian, seas. We’ve created teams where members are respected and trusted, and where we brought our authentic selves to work every day to grow and thrive, giving our best on behalf of our organization.

I have the honor of carrying on a bit of Herb’s legacy each day out here in the wider world beyond Southwest, even if my efforts inspired by him are a speck of dust in the galaxy of his life's work. I choose to extend that ripple effect beyond Southwest because it is the right thing to do, and I am certain other former Southwest People are doing the same in new industries and public agencies. After all, don't we deserve more from our life's work than just a job?

Closest to my heart is living a life in service to others, of making a difference, just as Herb did. I’ll keep trying to live it every day. He will be deeply missed.