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
Serving Well: Having a Heart for Service in Work and in Leadership
Have you ever been onboard one of our amazing Southwest Airlines’ flights and forgotten that you’re actually high above the ground, traveling hundreds of miles per hour? I’ve caught myself losing sight of that as well, and I’m reminded that is exactly the level of trust and confidence we hope to achieve in serving our Customers.
Serving Well: Cultivating a Corporate Focus on Serving Others
Throughout my career, I’ve spent considerable time navigating choices that would foster personal and professional growth. Finding a corporate culture that promotes being your authentic self while empowering you to define your own career journey is like shopping at Walmart – it has everything! I can get an oil change, groceries, and a TV! Southwest is a lot like a “one stop shop” for development.
Learning Well: The Value of Prioritizing Personal Growth
When I began my career, I had one requirement: every day needed to look a little different. I craved exposure to new experiences and new projects (which is a polite way of saying I had no idea what I wanted to do and needed a job that would allow me to figure it out). What I realized, however, is my desire was not for constant change but constant learning. Southwest has been that perfect place for me.
Upcoming Events
CULTURE Primer
October 26 • Southwest Culture Connection
Close out your year with a fun and educational Culture Primer hosted by The Colleen C. Barrett Institute! Join us for a quick (free!), 45-minute Virtual Gathering that dives into the Southwest Airlines Culture Ambassador Program.
This engaging session will equip you with real-world lessons for building or refreshing a culture program in 2025. Hear directly from the practitioners who drive the work! Perfect for HR leaders, CEOs, and anyone passionate about fostering a resilient, values-driven organizational culture.
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. Stay tuned for updates on what’s in store for 2024!
