Frontline teams at Southwest Airlines know they have the freedom to do whatever it takes to serve the customer. It’s this freedom, rather than a set of protocols, that allows Southwest employees to create memorable moments like these:
Shared accountability and the freedom to make choices welds a community together. This simple truth underpins Southwest's amazing culture and decades of industry-leading performance.
For more on Southwest and the power of community, see Chapter 10 of our book, Humanocracy.