From the times I engaged with Herb Kelleher (Founder of Southwest Airlines) and Colleen Barrett (CCB Institute namesake!) early in my career, I learned from them the true value of giving your People your time and attention and seeing them for who they are instead of just the positions they fill. To me, that means you have to remember your Teams are made up of unique individuals and never forget the “Golden Rule” when you have the opportunity to connect with someone. It’s important to not only treat others as you would like to be treated but also work to know them well enough to understand what resonates with them personally.
One Leader who made a profound impact on me when I was working on the ramp was Dave Kissman, who led our Detroit Station at the time. He connected with me when my mother passed away not long after I started. It was a challenging time, as I was also getting ready to be transferred to Columbus. By showing his concern for my wellbeing and going out of his way to check in on me, he demonstrated that he and the Company genuinely cared about me as a person and a Coheart in need. When any Employee—especially a New Hire—has a major life event, it’s so important for them to know their Leaders are there to support them and address any concerns about what’s going to happen to them.
Something else I learned from Colleen and other Leaders throughout my career is that tough topics can—and should—still be discussed with kindness. No matter what conversation you are having with an Employee, even if it involves a disagreement or discipline, you must uphold their self-esteem. You can deliver a message firmly yet also in a way that the Employee walks away from the discussion embracing it as a learning experience and opportunity for growth. This takes patience and intentionality on the part of the Leader, and it is crucial for strengthening trust and confidence.
At the end of the day, getting to know your Cohearts personally and engaging with them like they are a member of your family helps create a sense of belonging which, in turn, encourages them to treat others with LUV and perform better. I know from my time working in many of our stations and at headquarters that Leaders who mentor Employees and show they are invested in their wellbeing likewise help those Employees feel like they are investing in more than just a job. They are building a Southwest career!
