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Herb Kelleher was on my recent Southwest Airlines flight
from San Antonio to Dallas – of all things! As you know, he
was the president of Southwest, the man who made it a
success. Then he resigned, I think he must be about 70, and
is now Chairman of the Board. Whatever his title, he still
considers himself “Southwest Airlines” and so will you if
you ever meet him.
Herb Kelleher did not follow the rules, he broke them.
Since the beginning of time, full meals had been served on
airlines. They were horrible, they were the stock-and-trade
of every comedian, they must cost thousands to carry off,
bad as they are, and yet they endured.
Herb, however, broke that rule (and many others) and the
result is that Southwest Airlines is one of our best success
stories.
One of the most famous stories of this hands-on CEO was when
he intervened on the behalf of union workers and then asked
them in return to break the record for turnaround time at
the gate. Which they did. Southwest is known for its
friendly labor relations in a rough industry.
About Herb. He got on the plane with a big grin and walked
down the aisle greeting everyone and shaking hands, as if
'this is my plane and you are my people.'. He was obviously
having the time of his life. What a display of Emotional
Intelligence competencies!
I was in a window seat so didn't get to interact with him,
and I felt left out. He's contagious. Anyone who's having
fun like that, I want to be around! Talk about approachable.
He built such an image of himself AS Southwest Airlines, I
felt like I wanted to thank him personally for all that SW
made possible for me. Both my sons and my family live in
towns served by SW and it made frequent visits possible, as
well as many vacations. Peanuts are fine with me!
So when we got off in Dallas, he was walking right behind
me, and I turned and held out my hand and said, "Herb, great
ride, how do you do it?" and we took it from there.
Herb loves what he's doing.
It shows, doesn't it?
Do you?
If you haven't "found your passion" yet, or
developed your Emotional Intelligence, I recommend
coaching.
©Susan Dunn, MA Clinical Psychology, The EQ Coach,
http://www.susandunn.cc. Emotional intelligence coaching
for individuals and businesses. The “Don’t Disappoint Her
Again™ Program” for gentlemen. Learn how to give her what
she really wants. Emotional connection. It could save your
marriage to the woman you love. Assessment and confidential
weekly coaching session. For free ezine,
mailto:sdunn@s....
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