Elevate your organization’s Culture and Customer Service
with resources from the Colleen C. Barrett Institute
About the Colleen C. Barrett Institute
The Colleen C. Barrett Institute exists to honor the legacy of the late Colleen C. Barrett, President Emeritus of Southwest Airlines, by providing resources that help others learn from her example and make their own remarkable impact in their organizations and our world.
When I was approached about headlining an institute about the Culture and Customer Service of Southwest Airlines®, I confess it took me a little while to get used to the idea. There are few things I shy away from more than being the center of attention.
I’ve always been most comfortable “behind the scenes,” even as Southwest Airlines began to grow years ago (and my position along with it). I was truly just one piece of a much larger relationship between our Company, our Employees, and our Customers. As Southwest Airlines grew, we all grew. It was our experiences together that led to good ideas, that became good practices, that helped define our own way of thinking about work, taking care of our People, and being in selfless service to others.
Our sense of Family is at the Heart of our Culture and Customer Service, and I could not feel more privileged to be part of it and to welcome you as you explore the truly unique elements of our story on the CCBI website. I hope you will stay awhile, laugh a little, and maybe learn something new about LUV®.
“Leadership is not a title.
It’s a way of life.”
Thought Leadership
Communicating Change while Preserving a Familiar Brand
As someone still new to Southwest Airlines and just beginning to appreciate the incredible legacy of Colleen Barrett, being asked to contribute to her tribute site is both an honor and, truthfully, a little intimidating. I know I bring experience, skills, and perspective from the Communications and Brand world, but I’m also very aware of the weight of her impact and the iconic reputation she helped create.
Remembering Ginger Hardage – Servant Leader, Culture Icon, and Friend
On behalf of my 72,000+ Southwest Airlines Cohearts, I join our CCB Institute family, along with friends of The Fellowship and Unstoppable Cultures organizations, in honoring the memory of the extraordinary Ginger Hardage. She was a trusted Leader, confidant, mentor, and cherished friend to me and many others, and she will be missed.
Special Edition: Navigating Change as a Servant Leader
When I learned from my publisher that someone had ordered thirty thousand copies of The Simple Truths of Service, a book I coauthored with Barbara Glanz, I had to know more. The person was Colleen Barrett.
Upcoming Events
From our partners
October 26 • Southwest Culture Connection
We are thrilled to share an in-depth learning opportunity to advance your culture-building journey from our friends at The Fellowship. The Fellowship hosts the world’s preeminent workplace culture masterclass and, this year, it will take place right in our backyard in Fort Worth, Texas on November 11-13.
The 3-day experience is specifically designed for people leaders to learn from culture pioneers like Southwest Airlines and other brands that we love, including Chick-fil-A and Nike. Attendees will strategize and problem-solve alongside other people-focused visionaries and will leave with a custom-built culture roadmap and a lasting network of valuable connections.
CULTURE CONNECTION
October 26 • Southwest Culture Connection
Southwest Culture Connection offers a rare opportunity to experience one of the world’s most admired and enduring organizational cultures—up close! Learn from current and former Southwest Airlines’ Leaders and leave equipped with actionable items to help develop, grow, or reinvigorate your own company culture.
