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Herb Kelleher’s Motivating Techniques
“The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit.
We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth.Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines.Above all, Employees will be provided the same concern, respect, and caring attitude within the Organization that they are expected to share externally with every Southwest Customer” (Freisberg & Freisberg, p. 284).
“This Mission Statement applies to both external customers and internal customers – the employees at Southwest Airlines.It is not some trendy wall hanging, designed to impress customers; it is a living, breathing document that provides guidance to every Southwest employee” (Freisberg and Freisberg, p. 294).
Herb Kelleher, Chief Executive Officer (CEO) and Co-Founder of Southwest, is known for his keen sense of humor and friendliness with employees.Keller understands that the key to success is in dependable, productive, and motivated employees.When employees are motivated, morale is good.Increasing morale and motivation involves rewarding employees and recognizing their achievements and contributions.Honoring the efforts of people raises higher levels of motivation.When people know that their individual contributions are linked to the major purposes of the organization, they are motivated to higher levels of performance.Keller says, “If you treat employees with respect, they will treat customers the same way.”These qualities have fostered a strong corporate culture at Southwest and have made the airline a role model for employee loyalty.
Keller does not believe in “lay-offs.”Strongly, he does believe that humor is valued.”Take your job – but never yourself – seriou…