I’m a fan of the Southwest Airlines business model and have read quite a few books and articles about what Herb Kelleher created, which in my opinion has revolutionised the modern airline industry.
Take the UK for example, it is no secret that the model used has been admired and used whilst forming Easyjet and Ryanair. DIfferent models but both founders of EasyJet and Ryanair are fans and students of how Southwest have operated.
One of the things that strikes a chord with me is how Kelleher spoke to and treated people.
A quote from the book “Nuts” written by Kevin and Jackie Freiberg resonated with me
“ Anyone who has ever met Herb Kelleher will tell you that whether he’s talking to a U.S. Supreme Court justice, a member of his board of directors, or a hotel valet, he displays the same level of genuine interest and intensity. He’s there and he’s engaged, regardless of whom he’s talking to. Herb Kelleher doesn’t have a patronising bone in his body and this is how he runs Southwest”