Good old Southwest Airlines has been playing an increasingly important role in my commuting schedule. NWA just can't seem to settle on a MHT-DTW routine, thus loosing passenger share and making it more difficult to commute. After flying a double Honolulu, west coast red-eye, I jumped on an early morning BWI flight to connect with Southwest to Manchester. Problem solved!
SWA flight 447 on Thursday was full, but Bob and Jerome made me feel right at home in their B-737-700 cockpit. Out of BWI, past PHL and EWR, direct to EEN, over Mt Monadnock and before I knew it we were on short final to runway 35 at MHT. Time flies when you're having fun!
Lead by Ralph on the right, this is our cabin crew aboard 447. Though full, each Flight Attendant took the time to come forward and say hello to their NWA guest.
-San Francisco-
Each time that I fly on Southwest, I find the experience interesting. Everyone, from the gate agent, to the tug driver and flight crew all seem to have one thought in mind... an on time departure. No one needs prodding, every one's in position to accomplish this important task. Once airborne, the focus shifted to an on time arrival. Approaching the gate at MHT, everyone there is in position too; no conciliatory PA's to the cabin... "we'll be just a few minutes folks while they move some equipment, so please remain seated..." At altitude, Bob and Jerome inquired about events at Northwest. I dispensed with this quickly, because I was more interested in their views of SWA. They, as well as every Southwest crew with whom I've flown, speak positively about their company, management and future. So this is what it's like to work harmoniously! I envy their positive leadership; leadership by example rather than by intimidation. Is it any wonder that this energetic, forward looking business model is consistently profitable and often emulated? This is free enterprise or the entrepreneurial spirit at its best.
"They began with one simple notion: If you get your passengers to their destinations when they want to get there, on time, at the lowest possible fares, and make darn sure they have a good time doing it, people will fly your airline. And you know what? They were right."
I found this quote on the SWA history page... I think that they've got something here! And so does every other entrepreneur who attempts to emulate their style.
-San Francisco, runways 28L and 28R-
Thanks very much to all those at Southwest who have had a hand in making my commute to/from Detroit feasible.
Herb Kelleher the gregarious, outspoken, "outrageous", founder of SWA, retired as Chairman on 31 May 2008, passing the baton to CEO Gary Kelly. Colleen Barrett maintains her position as President. Herb's enthusiastic pilot corps. purchased this full page advertisement (above) in USA Today to salute their boss. Only a few years ago, all the employees at Southwest chipped in and bought him a customized Harley-Davidson. Really! What does this tell you about the man? From my perspective, Herb's theory appears to be, the airlines fortunes first and his will naturally follow. Most other CEO's today gravitate towards a radically different, though less successful formula. Well, less successful for their corporation anyway!
Below is just one of many newspaper articles that surfaced recognizing Herb's exceptional, 38 year (profitable) airline career. Although an outsider, I certainly admire this remarkable man and his capabilities and wish that American business had more like him.
Coincidentally, as I'm writing this post, the airlines have announced their 2008 first quarter earnings, or maybe losses would be more accurate. The seven major "network" carriers reported a combined loss of $1.32 billion, simultaneously announcing layoffs, fleet reductions and significant route realignments. (UAL announced on 6/23 that they plan to furlough 950 pilots.) Southwest Airlines on the other hand, reported earning $34 million and looks forward to a modest 2% growth next year. Can we clone Herb? And perhaps Gary and Colleen too.
To better understand Southwest's winning formula, click here to read Lewis Lazare's enlightening article in the Chicago Sun Times.
5 comments:
It makes a difference to a company when the leader cares about the employees and the customers who pay all their salaries.
The major carriers hire hard nose types to make money money money, which they can't seem to do. Well except for themselves, seems no matter how much money they loose for the company, their golden parachute nets them millions of dollars.
When your employees are treated as a number and not a person it shows. At least that's how we were treated during my time at TWA.
As usual your thoughts and post were right on target. I fowarded this to the retired pilot breakfast group. We always enjoy discussing your posts over breakfast.
Retired US Airways Capt. Ron Turner
Another great post Rand! Unfortunately you could substitute almost any major companies name and find the same situation as the major airlines. CEO's concerned only with the bottom line and their bonus. I work for a credit card/travel company that ends in Express and I will leave it at that. The CEO talks of "engaged" employee's and "empowering" employee's to do the best job. Yet, 85% of our IT department is now offshore in India and the bulk of the rest is Big Blue's India workforce. Labor is cheap and the bottom line looks great, but the employee's are not happy and no one ever talks about enjoying your job.
It's too bad more companies haven't embraced the Southwest business model.
I always like flying Southwest, and usually do my best to use them, even if they are sometimes a little bit more.
Thank you for your kind comment on the Fallen Heroes blog, Rand. I appreciate it very much.
Post a Comment