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
Healthy Teams: Leading High-Trust High-Performing Teams
In my nine-year career at Southwest, I have been fortunate to be supported and led by individuals who modeled integrity and did so with resolute consistency. That kind of leadership not only instills trust but teaches you how to lead others with that same commitment, which is crucial for navigating work that presents challenges that may not always have a clear or obvious solution.
Healthy teams are built through leadership behaviors that create both trust and healthy conflict. These elements may seem to work against each other; however, they must coexist. The strongest teams are those where individuals feel safe to speak up, challenge ideas, and admit mistakes. They also hold themselves and one another to a high standard of performance and ownership.
Healthy Teams: From Dysfunction to Cohesion to Strength
Like it or not, all teams are potentially dysfunctional. From the basketball court to the executive suite, politics and confusion are more the rule than the exception. Why? Because teams are made of imperfect, fallible human beings. At the same time, and in beautiful irony, being exceedingly human is also why teams succeed.
A former and quite successful client best expressed the power of teamwork when he once told me, “If you could get all the people in the organization rowing in the same direction, you could dominate any industry, in any market, against any competition, at any time.” When I repeat this to leaders, they immediately nod their heads but in a desperate sort of way. They grasp the truth while simultaneously surrendering to the perceived impossibility of it. Fortunately, there is hope!
Healthy Leaders Embrace Humility
As we focus this first quarter on Healthy Leaders, I’m reminded that one of the most important—and often overlooked—indicators of a Healthy Leader is humility. Not the kind that downplays confidence or conviction but one that keeps a Leader grounded, open and genuinely connected to the People they serve. Healthy Leaders understand that Leadership isn’t about position or recognition. It’s about service, trust and putting others first.
Which turns my thoughts immediately to Colleen Barrett. Colleen led with a quiet strength rooted in humility. She never needed the spotlight, yet her influence was undeniable. She showed us what it looked like to lead with heart—listening first, serving Employees and staying true to the values that make Southwest special. Her example continues to shape how many of us think about Leadership today.
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 is an opportunity for organizations to experience and learn from one of the world’s most admired and enduring corporate cultures—up close! As Southwest Airlines continues its transformational journey, we are taking time to reimagine this event with a desire to expand and refresh its content and impact. Learning never ceases! With the support of the CCB Institute, we are excited to share more, and we invite you to stay tuned for updates.
