Jill Christensen
Jill ChristensenAuthor Blogger
Jill Christensen is a guest blogger for EmpowerPoints, an employee engagement expert, best-selling author, and international keynote speaker. She is a Top 100 Global Employee Engagement Influencer, authored the best-selling book, If Not You, Who?, and works with the best and brightest global leaders to improve productivity and retention, customer satisfaction, and revenue growth by re-engaging employees. Jill’s Website | LinkedIn Profile

Needless to say, the airline industry is upside down right now.  And while we don’t know how the major carriers will fare when we see the light at the end of the tunnel, I’m going to wager a guess that Southwest will recover more quickly than its competitors.  Why?

  • The airline has hit every performance target pre-COVID 19.
  • The airline has one of the top customer service rankings in the industry.
  • The airline has the best baggage-handling numbers in the industry.
  • The airline receives the lowest ratio of complaints per passenger boarded.
  • The airline has refused to succumb to pressure to charge baggage or flight change fees.

How does Southwest do it?

Kelly credits the 60,000 Southwest employees who have a vision to become the world’s most-loved, most-flown, and most-profitable airline.  Kelly asks employees to have a Warrior Spirit, which drives their constant pursuit of improvement.  Employees think and act like owners, finding creative solutions to challenging issues and keeping costs low, so they can pass the savings on to their customers in the form of low fares.

Compare this to your culture.  Do you ask employees to have a Warrior Spirit?  If not, this is a great way to drive employee engagement.  Workers who are always thinking about how to make things better and who are “heard” by senior leaders, feel like their contributions matter – like they are making a difference.

The result?  Trust in senior leaders and an emotional connection to the company: the definition of employee engagement. In addition, the experience Southwest employees create for their customers has an incredible ripple effect.  I don’t work for the company, but am regularly singing their praises to tens of thousands of people.  They’ve created a brand ambassador in me because every time I interact with the airline, my experience is extraordinary.

What Can I Do?  Compare Southwest’s culture to your culture.  Do you create a positive unforgettable experience for your customers?  If not, the first step is to re-engage your employees.  They must have a vision to become the world’s most-loved and most-profitable company in your industry.  When they do, your company will soar.  For tips on where to begin, check out last week’s blog.  Go forth and conquer, Samurai!