Southwest Airlines: Freedom to Delight the Customer
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.
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:
Have you ever tried to order 25 pizzas at a moment's notice and get them through airport security in time to feed 100+ People on a diverted flight? pic.twitter.com/c83puE1ci7
— Southwest Airlines (@SouthwestAir) September 2, 2020
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.