Southwest Airlines' Colleen Barrett on Leadership
http://www.refresher.com/mindfulnetwork/articlelive/articles/718/1/Southwest-Airlines039-Colleen-Barrett-on-Leadership/Page1.html
Rick Sidorowicz
Rick Sidorowicz is the Publisher and Editor of The CEO Refresher, moderator of The Mindful Network, Minister of Culture of High Performance Retail, and Editor of 1001 Ways to Wow Your Customers. He also works with T4G Limited as a Business Strategist and Consultant developing innovative solutions for retailers and financial services organizations. His profile and contact information are @ www.ricksidorowicz.com . By Rick Sidorowicz
Published on 11/10/2010
Most of the U.S. airline industry is under assault from skyrocketing fuel prices and a sluggish economy, but the message that Southwest Airlines president Colleen Barrett brought to a Wharton Leadership Conference was about the importance of treating employees and customers well.
from KnowledgeAtWharton
Most of the U.S. airline industry is under assault from skyrocketing fuel prices and a sluggish economy, but the message that Southwest Airlines president Colleen Barrett brought to a Wharton Leadership Conference was about the importance of treating employees and customers well. Innovative leaders such as Southwest chairman Herb Kelleher and smart management of non-human resources -- especially Southwest's fuel purchasing hedges that have saved the company more than $2 billion -- have certainly helped the airline post profits for 35 consecutive years. But the foundation for all that, she said, has been making the satisfaction of employees and customers the highest priority.