One of the most important lessons I’ve learned at Southwest is that a healthy culture isn’t one that never changes. It’s one that is strong enough to evolve without losing its identity.

That can be especially challenging in Technical Operations, where the work requires deep expertise, disciplined processes, and an unwavering commitment to Safety. Many practices that made us successful were built over decades and earned their place for good reason. But experience can create an unintended tension: “This is how we’ve always done it.”

“Community is more than a place; it’s at the Heart of what brings us together.” I say this often, and I get to say it with conviction, because at the Heart of Southwest Airlines is a healthy Culture, one that gives back to the communities we serve and takes care of our People.

Research confirms caring for people is good for business. Companies investing in their communities earn stronger reputations, hold onto their People longer, and see higher engagement and pride at work. Thankfully, we never needed convincing, because we had a champion in Colleen Barrett.

The “war” for talent is real. Across all industries, companies must compete for people with the right skills and attitude that all great organizations need to grow and sustain success. Without the right “weapons,” it’s a hard battle to win.

Conventional wisdom says the key to winning talent is to be aggressive about salaries, bonuses, stock options, and perks. No reasonable person would disagree that financial reward plays a tremendous role in an employee’s decision to stay in a job. But it’s not the most important variable—not even close.

Engaged, loyal employees are cultivated by a healthy organizational culture—one that invites participation, is free from needless politics, and offers pathways to grow both professionally and personally. For organizations that don’t prioritize their foundational culture or address cultural dysfunction, any other attempt to retain and attract people will effectively be the equivalent of reshuffling deck chairs on the Titanic.