Southwest Airlines Shows the Luv on ‘The Kindness Diaries’

On “The Kindness Diaries” season 2 episode 5, traveler Leon Logothetis is faced with a decision. Several government websites have issued travel advisories for the road he wants to use to head from Mexico to Costa Rica. It’s unsafe because people have been robbed, kidnapped and worse. This place may be the best area to test his theory of kindness in, and Logothetis says he would do it if he were alone. However, he has his camera crew to think about.

Logothetis doesn’t just rely on the government for information; he asks the locals about the area and traveling there. The answers are a mixed bag. Some people believe it’s safe enough. Others say it’s not safe at all. One goes so far as to say that Logothetis would probably have his vehicle stolen.

Since he is trying to rely on the kindness of others, Logothetis is worried that if he returns to the U.S., his trip will be over. The only other ways to get him and his vehicle to Costa Rica are by plane or by ship. Still, the safety of his crew wins out. He goes back to San Diego where he meets teachers Peter and Paul, who allow him to stay at their house while he tries to find transportation.

A couple days in to trying every avenue possible to get the transportation he needs, Logothetis is left with a long shot. It pays off. True to their Luv reputation, Southwest Airlines offers to cover the costs of transportation for Logothetis and his car. Not only was this kind to Logothetis, but its ripple effects could be felt immediately in Houston where Logothetis has a long layover and highlights the work of a veteran nonprofit that helps people in disasters – Team Rubicon.

Southwest’s act of kindness will continue to pay off as Logothetis continues to make his way south. Prior to the transportation donation, Logothetis had helped a young woman in Utah start a nonprofit, and his gift to a family in Mexico resulted in the family giving away tamales that they normally used to pay their rent. Perhaps, the best part of Southwest’s gift was that it allowed the show to continue. It’s the shows inspirational message that will make the largest difference. Though you may have to go a little out of your way to be kinder, you don’t have to travel across the world to affect others in a good way.

‘Luv’ Opens the Lines of Communication at Southwest Airlines

“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.

Internal Communications at Southwest Airlines Keeps Everyone on the Same Page

Southwest Airlines believes in giving their employees more information rather than less.  Spreading information throughout the company equips front line employees to make better decisions.

The corporate newsletter “Luv Lines” has several sections to it.  “The Learning Edge” features learning through stories and metaphors.  “How Do We Rate” features the statistics that are important to airlines like the number of bags lost and how the planes are doing with being on time.  “Industry News” helps everyone stay up to date on what other airlines are doing, and “Milestones” features accomplishments, of which employees can be proud.  The airline has also put out quarterly videos called “As the Plane Turns.”

Face-to-face communication is important for Southwest Airlines.  Rather than writing a memo, people are encouraged to talk to each other and just get it done.  This type of communication helps Southwest to make decisions faster.

Another way that Southwest has increased the speed of communication is by limiting the layers of management.  Too many managers can cause a distortion in the message that someone is trying to send.  Like the “telephone game,” the message changes as it moves up the management chain.  By keeping the layers of management small, the airline is able to minimize miscommunication because there is less congestion in the communication channels.

All information is compiled from “Nuts! Southwest Airlines’ Crazy Recipe for Business and Personal Success” by Kevin and Jackie Freiberg.

Communication Keeps Southwest Airlines Flying High

Southwest Airlines has built a culture based on communication. Chairman Herb Kelleher insists on absolutely honest communication with employees. When Southwest started in Texas, they faced impediments to starting up that were instigated by the competition, but they succeeded in getting the proper authorizations to run flights in Texas.

In order to keep prices low, the airline had to turn its planes around in ten minutes. The industry said it was impossible. Because Southwest employees did not know it couldn’t be done, they were able to turn planes around quicker than any other airline.

The standard turn around for Southwest is now 15 minutes because airports have become more congested. The effort to get a plane turned around in that time requires open communication and teamwork from all employees on the plane – even the pilots help unload the baggage. Southwest has cultivated a casual atmosphere that has allowed employees the opportunity to talk to their managers and those higher up in the company. It is this casual atmosphere, as demonstrated by their uniforms and the fact that everyone uses first names, combined with the empowerment of employees that allows the company to make decisions quickly.

Kelleher has a reputation for thinking and talking straight. His honesty and actions have allowed employees and unions to negotiate in good faith with one another. When the pilots agreed to have their pay frozen, Kelleher froze his own pay. It is actions like these that help employees know that the company is a team. It isn’t employees versus management. It is everyone working together to create a better, more profitable company.

All information is compiled from “Nuts! Southwest Airlines’ Crazy Recipe for Business and Personal Success” by Kevin and Jackie Freiberg.