In the airline industry, Customers travel for a broad spectrum of reasons, and when experiences do not go as planned, emotions can run high. In those moments, frontline Employees represent both the first and last opportunity to ensure Customers feel welcomed, cared for, and appreciated. As Leaders, our responsibility is to support Teams in navigating these interactions with clarity, consistency, and the right mindset.
Over time, I’ve come back to two guiding principles that help anchor that mindset, both of which align closely with how we lead at Southwest.
First, don’t take things personally. When Customer emotions are elevated, a natural reaction is to put up a defense—deflecting blame, trying to find a silver lining, or in a worst-case scenario, matching the negative energy with a poor attitude. While we can’t always control what happened, we can control how we respond.
Second, focus on the behavior, not the person. This principle is especially important for Leaders. Feedback that is timely, specific, and grounded in observable actions creates clarity and strengthens trust. This approach shifts conversations from criticism to development and reinforces a culture where learning becomes expected and actively supported.
At the intersection of “don’t take things personally” and “focus on the behavior, not the person” is vulnerability. Vulnerability often carries a perception of weakness; however, in practice, vulnerability creates space for reflection. When we reflect collaboratively with genuine curiosity, rather than judgment, we turn a moment of weakness into an opportunity for growth.
This mindset reflects Southwest’s Values and the example set by Leaders like Colleen, who consistently demonstrated authenticity, humility, and trust. Leaders who create this type of environment enable Teams to show up with resilience and positivity, even when daily responsibilities involve navigating emotionally charged situations.
XOXO
Eric
