This link has been bookmarked by 11 people . It was first bookmarked on 12 Jun 2008, by Alvin Tan.
-
-
Several weeks ago I ran out of cash at the Farmers’ Market. After sampling some goat cheese I told the vendor I’d definitely buy some the next week because I’d ran out of cash that day. She said “take it home today and pay me next week.” ...
Over the years, whenever reporters would ask him the secret to Southwest’s success, Mr. Kelleher had a stock response. “You have to treat your employees like customers,” he told Fortune in 2001. “When you treat them right, then they will treat your outside customers right. That has been a powerful competitive weapon for us.” As he stepped away from the company this week, his line didn’t change.
“We’ve never had layoffs,” he told me the day before the annual meeting, sitting on the couch of the single messiest executive office I’ve ever seen. “We could have made more money if we furloughed people. But we don’t do that. And we honor them constantly. Our people know that if they are sick, we will take care of them. If there are occasions or grief or joy, we will be there with them. They know that we value them as people, not just cogs in a machine…”
“There isn’t any customer satisfaction without employee satisfaction" ... -
Several weeks ago I ran out of cash at the Farmers’ Market. After sampling some goat cheese I told the vendor I’d definitely buy some the next week because I’d ran out of cash that day. She said “take it home today and pay me next week.†...
Over the years, whenever reporters would ask him the secret to Southwest’s success, Mr. Kelleher had a stock response. “You have to treat your employees like customers,†he told Fortune in 2001. “When you treat them right, then they will treat your outside customers right. That has been a powerful competitive weapon for us.†As he stepped away from the company this week, his line didn’t change.
“We’ve never had layoffs,†he told me the day before the annual meeting, sitting on the couch of the single messiest executive office I’ve ever seen. “We could have made more money if we furloughed people. But we don’t do that. And we honor them constantly. Our people know that if they are sick, we will take care of them. If there are occasions or grief or joy, we will be there with them. They know that we value them as people, not just cogs in a machine…â€
“There isn’t any customer satisfaction without employee satisfaction" ...
-
Would you like to comment?
Join Diigo for a free account, or sign in if you are already a member.