![]() Ask them questions and learn about what makes them excited and motivated. Listen: Listening ties back to knowing your people.How welcome do you make them feel? Do you genuinely care about your fellow employees? Southwest refers to co-workers as “cohearts,” playing off the word cohorts, in total alignment with their “love” vision. Know your people: Start with your employees.Goldberg’s wisdom on creating a “Culture of Excellent Hospitality” was also quite simple. Finding a simple statement is not easy, but when you do, as Southwest has, you can use it to drive the success of a business. While people may understand the essence and intent behind these longer statements, they don’t typically remember them. You can’t create vision and mission statements that are pages long. Again, it is so simple, so direct, so easily remembered. They want their passengers to be welcomed, cared for, and appreciated. I love the simplicity it’s easy to understand.įor employees, the focus should be on “most loved.” With that in mind, the follow-up is Southwest’s own definition of hospitality. At Southwest, Chairman and CEO Gary Kelly established a vision of be coming the world's most loved, most flown, and most profitable airline. Goldberg’s message was about creating a hospitality culture at the airline.įirst and foremost, there needs to be a clear vision. I was looking forward to this presentation and was not let down. That brings us to one of the featured speakers of the day: Steve Goldberg, Senior Vice-President of Operations and Hospitality at Southwest Airlines. Now, that’s some serious customer service advice! If they were, you would carry their luggage, hold their hands, walk them to the plane, and put their bags in the overhead for them. Stephen Courtois with Dallas-Fort Worth Airport wasn’t on the stage, but he had this to share during one of the breaks: Treat your customers like they are your Grandmother. In addition to the Southwest Airlines speakers, one of their “outside speakers” was the legendary Carl Sewell, Chairman of Sewell Automotive and author of “Customers for Life,” who shared this golden nugget of wisdom: A brand is built on memories – and the way to get there is through integrity, relationship and performance. Attractions may get people to Dallas, but it’s their hospitality that keeps them happy (and spending money) and brings them back. More than 60,000 jobs are supported by tourism. Phillip Jones, President, and CEO of VisitDallas, kicked off the day and shared that more than 26.7 million people visited Dallas last year with an economic impact of $7.8 billion. There were a number of excellent speakers who shared insights from Southwest Airlines and several other Dallas-based businesses. The program took place at the training center in Southwest’s headquarters. Last week, I had the chance to be one of the speakers at a Customer Service Master Class put on by Southwest Airlines and VisitDallas, the convention and visitors bureau for Dallas, Texas. ![]()
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