A major airline says there's something it values more than its customers, and there's a good reason why
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.
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.
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