One of the main reasons SouthWest Airlines over the years has been so good at SUCCESSION planning is because its JUST CAUSE is so much deeply ingrained in its CULTURE and hence the CEO’s who have taken over from the co-founder Herb Kelleher have embodied the CAUSE.
Adopted from Simon Sinek’s book Start With Why.
SouthWest Airlines copied their model from Pacific SouthWest Airlines , even copied their name but eventually carved a niche out for themselves.
This is because Herb Kelleher was successfully able to communicate the WHY which translated into all the employee touchpoints with the customers.The consistency of messaging is the reason SouthWest has had customer loyalty over the years.
Seeing the rising popularity of SouthWest’s low cost model , prompted United to Start TED and Delta to start SONG as the low cost variants.
Since both United and Delta copied the WHAT from SouthWest and did not focus on the WHY hence these models never took off.
Mentioned below links showcase the respective failures of United and Delta with their low cost segments.
https://www.adweek.com/brand-marketing/united-shut-down-ted-airlines-95995/
Source Adweek
Source NY Times
Thus just copying the WHAT is not sufficient for long term sustenance.When the WHY is clear and communicated that way is when customers truly become loyal customers.
Adopted from Simon Sinek’s book Start With Why
All great leaders have in COMMON is the unique ABILITY to find GOOD FITS to join their organizations.
People WHO BELIEVE WHAT THEY BELIEVE.
The ability to find such people makes it easier for them to provide GREAT SERVICE.
SouthWest is a great example for the same.
As Herb Keller famously said :
“You do not hire for skills , you hire for ATTITUDE.You can always TEACH SKILLS.”
Adopted from Simon Sinek’s book Start With Why
Herb Kelleher who was at the helm of SouthWest Airlines for many years , was considered a HERETIC for positioning the NOTION that it is the company’s responsibility to look after the EMPLOYEES FIRST.
HAPPY EMPLOYEES would ensure HAPPY CUSTOMERS and they in turn would ensure HAPPY SHAREHOLDERS in that order.
This notion reflected in the culture of SouthWest and made it an iconic company it is today.
Adopted from Simon Sinek’s book Start With Why