“People don’t care how much you know until they know how much you care.” While attribution of this quote is problematic, Southwest Airlines has taken the message to heart. Starting with “Luv,” Southwest Airlines employees and guests are treated with respect and care.
Love helps to open the lines of communication by softening people’s defenses. When people know that their managers care about them as people, they are more likely to reveal problems more quickly. Information is able to move faster, which allows problems to be solved before they can get out of hand.
Part of caring for people is listening to them. When someone really listens, the person who is speaking feels valued. For leaders, this quality is invaluable. It is also critical for the people who handle complaints to listen. Sometimes, that simple act followed by an apology can help create enough good will that the person making the complaint will be more open to a solution that is equitable for all involved.
By providing guests with information about why a flight has been delayed, Southwest is able to express their love for their customers. Everyone in the organization is aware that without flyers, there would be no airline. Creating an atmosphere where there can be no complaints is difficult, and when a situation arises where a legitimate complaint is made, it is important to listen to the person before trying to solve the problem.
All information is compiled from “Nuts! Southwest Airlines’ Crazy Recipe for Business and Personal Success” by Kevin and Jackie Freiberg.