In July of 2000, I never could have imagined how a Southwest Airlines job advertisement in a legal publication would change the course of my life. At the time, I was working in a law firm, preparing to welcome my daughter into the world, and I was seeking a change. So, I took a chance—I applied.
It may sound cliché, but what persuaded me to accept the job offer was being awestruck by Southwest’s Mission Statement: “Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.” It spoke to me—not just as a professional but as a person. Today, this is our Company Promise, and it has been one of the guiding principles throughout my 25-year Southwest journey.
I had the privilege of working with Colleen directly for many years. She even led the Legal Department for a period of time. I learned a lot from her, but one particular lesson has stayed with me. I passed Colleen in the hall one day, but I didn’t notice her because I was multi-tasking and looking down at my phone. She stopped me and reminded me—kindly, but firmly—of the importance of interacting with others and acknowledging those around you. It was a simple message about respect and care but one that resonated and which I try to adhere to, even today.
Much has changed since I joined Southwest—our Company, my role, the world itself. I’m no longer in the Legal Department. Today, I champion our Culture & Engagement strategy and drive our ongoing commitment to Inclusion & Belonging for all Employees. While today’s engagement events may look a bit different than the events Colleen hosted in the early days, our Company Promise is still foundational to all that we do.
As Southwest embraces a bold transformation plan in preparing for our future, our Company Promise still drives us. It guides us to be a place where Employees are inspired to contribute their best because they feel respected, recognized, appreciated, and valued. All of which translates to how we care for our Customers. Whether in the air, an airport, a hangar, or simply passing each other in the hallway, how we treat one another matters.
Colleen taught me that. And I carry it with me always.
