| Hang with me for one more day while I tout a few of the fabulous lessons we as business owners, principals, managers can learn from the sensitive successes of our friends in the sky, Southwest Airlines. Every Southwest employee gets a set of expectations that include aspects of the “Warrior Spirit” (be courageous, display a sense of urgency), “Servant’s Heart” (follow the Golden Rules, put others first), and “Fun-LUVing Attitude” (don’t take yourself too seriously, celebrate successes). So, I know lots of organizations put out expectations like that. The thing is, Southwest employees can recite them to you! They live this stuff. It’s not just a glossy placard in somebody’s workspace or a fancy picture on the wall in the waiting room – this is the stuff that champions are made of…….whoa, got a little carried away there, but it’s true. You have a culture, whether its official or not and guess who sets it – you do every day when you walk in the door if you’re in leadership. Make sure your “message” is consistent all day, every day with the “message” you want your staff to be putting out as well. Trust me, they’re all sending a “message”, make sure it’s the one you want your customer, both internal and external, to get. |
