On June 18th, Southwest Airlines® celebrated an amazing 50 years of service. It’s still hard to believe that we’ve come this far. I certainly would not have predicted it all those years ago when we were fighting just for the right to get our little Texas-based airline off the ground! And I absolutely never expected to be writing to you as the namesake of an Institute created to share the tenets of Culture and Customer Service for which Southwest® is now so well-known.
When I reflect on those early days, I vividly remember wanting to be part of this airline—this new experiment in air travel—and believing in my heart that I could help make a difference. I recognized, even then, all of the influences that would come to bear in building our Company, in particular the importance of taking care of our People and our Customers. I did that best by being perceptive when it came to needs, staying organized, being supportive, and frankly, making sure things got done. I thank my mother for imparting the guiding principle at a very early age to “do good unto others,” which I have tried to live by my whole life. It has become fundamental to the way we live and work at Southwest. But make no mistake: I was one piece of a much larger relationship between our Company, our Employees, and our Customers, and it’s a relationship that has continued to grow and thrive, along with our business.
A genuine sense of Family is at the Heart of our Culture and Customer Service at Southwest Airlines, and we have tried to capture that in every part of the CCB Institute. I could not feel more privileged to be part of it and to welcome you as you explore these truly unique elements of our story. And what better timing to launch this labor of “LUV” than as we celebrate the 50th Anniversary of Southwest Airlines!
Each month moving forward, we’ll pop into your inbox to share resources to help you make your own impact in your organization and on our world. You’ll hear from friends of mine offering their thoughts and tips on all things Culture and Customer Service. And we’ll also provide opportunities for you to go even deeper through virtual and in-person learning experiences.
For today, I say “welcome!” And I’ll leave you with this gem from one of my favorite books, Don’t Sweat the Small Stuff: “ Choose to be kind over being right and you’ll be right every time.”
