In 1971, Herb Kelleher set up a new airline with just three planes, the Southwest Airlines. Today, it is the largest low-cost carrier globally, with more than 46,000 employees across 3,400 Southwest Airlines booking a day. So, how did a company with such humble beginnings reach where it is today?
One of the main reasons is Southwest’s exceptional customer service policy which aims to provide its customer with the best flying experience. In 2016, Forbes contributor Shep Hyken described how the Airlines turned a moment of misery at the airport into a moment of magic by its great response in handling a crisis. This customer strategy has earned the airlines a reputable and trustable name and sustained its profit-making capabilities through the years.
The brand’s achievements can be traced back to its core beliefs, which are:
- It’s improving management.
- It is being aware that they are a customer service brand and sticking to that idea.
- It ensures if the consumer is satisfied and provides a comfortable flying experience.
- It tries to uplift the company spirit of the employees by backing them.
- It tries to employ non-problematic staff, which leads to a smoother working experience.
The airline is synonymous with its service, but the brand’s most significant patrons are its employees. Southwest feels that “a happy employee makes an even happier customer,” to back this claim, they provide its staff with quality benefits, handsome salaries, and individual satisfaction. A motivated staff member serves the customers better, resulting in long-term customer-company relations. Hence, some of the more essential requirements for its recruitment process are a warm nature, empathetic approach, and company spirit in the employee.
Herb Kelleher said in an interview once, “Your employees come first. And if you treat your employees right, guess what? Your customers look for Southwest Airlines reservations, and that makes your shareholders happy. Start with employees, and the rest follows from that.”
Right so, The company is very vocal about its customer-centric approach and has made this their biggest strength, both socially and economically.
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