A major airline says there's something it values more than its customers, and there's a good reason why
Yes, you read that right: The airline puts employee happiness above customer satisfaction.
The approach might seem unconventional - but it makes perfect sense and seems to be working just fine for the Dallas-based airline that employs about 47,000 people and serves more than 100 million customers annually.
In 2013, Southwest was named No. 1 in customer satisfaction by the US Department of Transportation; earned the No. 2 spot on Consumer Reports' Airline Customer Satisfaction Survey; and ranked second on Business Insider's list of the best airlines in the US.
The 44-year-old airline is known for its friendly (and often witty) flight attendants, as well as its top-notch customer service. This stems from its employees-first mantra, which plays out in a trickle-down effect.
In order of importance, Southwest ranks employees first, customers second, and shareholders third. "We believe that if we treat our employees right, they will treat our customers right, and in turn that results in increased business and profits that make everyone happy," the airline explains in a blog post about its company culture.
By creating a culture that's fun and inclusive, with core values that remind all employees to enjoy their work and not take themselves too seriously, Southwest motivates employees to take pride in what they do, which often translates to going the extra mile for customers.Southwest also seeks out employees with proactive attitudes, making every team member feel responsible for the success of their colleagues, according to Forbes. This team-based environment pushes employees to always do their best work - including getting planes from the gate into the air at record speed - which drives customer satisfaction and loyalty.
That isn't to say Southwest doesn't directly look out for their customers. When employees are taught to "live the Southwest way," the airline encourages them to "put others first" and "demonstrate proactive customer service." In other words - the airline might put employees first, but they want employees to put customers first.
- I spent $2,000 for 7 nights in a 179-square-foot room on one of the world's largest cruise ships. Take a look inside my cabin.
- Colon cancer rates are rising in young people. If you have two symptoms you should get a colonoscopy, a GI oncologist says.
- Saudi Arabia wants China to help fund its struggling $500 billion Neom megaproject. Investors may not be too excited.
- Catan adds climate change to the latest edition of the world-famous board game
- Tired of blatant misinformation in the media? This video game can help you and your family fight fake news!
- Tired of blatant misinformation in the media? This video game can help you and your family fight fake news!
- JNK India IPO allotment – How to check allotment, GMP, listing date and more
- Indian Army unveils selfie point at Hombotingla Pass ahead of 25th anniversary of Kargil Vijay Diwas