Lessons from Herb Kelleher

I read yesterday that Herb Kelleher passed away. He was founder/leader of Southwest Airlines, and touted as one who redefined the airline industry. He was someone whose leadership style was simple, authentic, and seldom replicated in a world confused by multiple stakeholders, media priorities, and political agendas.

Many years ago when I was a mid-level executive with Amoco Oil Company, I held a job titled, Manager - Customer Focus. In that role, I explored best practices of different companies in different industries, studied the then-popular topic of TQM (Total Quality Management), and brought ideas and suggestions back to the company. It was one of the best jobs I ever had because I worked for a great boss, had a ton of freedom (no one ever had the job before me), and got to meet a lot of external people -- something you seldom get to do when you work in a large corporation. Southwest Airlines was one of the companies I studied. I was so impressed that the culture Herb set at the top of the firm permeated the entire organization. Wherever he was, there was a buzz...and when he left, the buzz never stopped. 

My favorite Southwest Airlines story happened during that assignment, when I was actually flying a Southwest flight between Kansas City and Chicago. I boarded the flight based on my boarding pass number (they didn't have boarding groups then...just numbers based on when you physically arrived at the airport check-in counter). I got to choose my seat, and sat next to the window a few rows into the plane. A young man sat next to me, and over the duration of the flight, we struck up a conversation. As it turns out he was a Southwest Airlines employee -- worked as a baggage handler in Kansas City, and was going to Chicago to visit a girlfriend. What struck me was how he served as an incredible ambassador for his company. He spoke highly of his boss, the people he worked with, the things the company did to make people feel good, the pay, benefits, and why he enjoyed working there -- because it made people smile when he spoke about his company. I have used this as a story when I make presentations about culture and leadership even today. I've never forgotten the sparkle in that young man's eyes when he spoke about his company.

Companies pour large amounts of money into building their brand through advertising, social media, and PR. They spend hundreds of thousands of dollars hiring consultants to improve culture and measure satisfaction. The one lesson Herb Kelleher taught me is the one that is most important: “Your employees come first. And if you treat your employees right, guess what? Your customers come back, and that makes your shareholders happy. Start with employees and the rest follows from that.” It's really all so simple.