Dec 1, 2022
Airlines Getting it Right - part 3
Hi everyone, Carl Gould here with your #70secondCEO. Just a little over a one minute investment every day for a lifetime of results.
If you've ever been on one of their airline–airplanes, and you heard the safety briefing, they allow the flight attendants to rap or sing or get creative in how they give the safety briefing. There's a legendary story about one of the passengers wrote a letter to Southwest Airlines saying that they didn't like that. And if they continued that this lady would no longer be a customer of Southwest Airlines. They wrote back very respectfully but essentially said, We'll miss you. We're not going to change. We've made a full commitment to this process, which is in favor by our ideal client avatar. This lady may not have been their target client, but they wanted to please their target clients so much so that they back the employee because the employee was executing the obnoxious offer. So it's very, very important that everybody does that. By the way, in the book they talked about Southwest Airlines had the longest streak without any layoffs, that they have the most employees per loaded mile, and highest labor rate per loaded mile of any airline, and yet they were the most successful.
Like and follow this podcast so you can learn more. My name is Carl Gould and this has been your #70secondCEO.