Internal Customer Service is Herb Kelleher’s and Southwest Airlines’s technique for Success

Internal customer support is Herb Kelleher’s and Southwest Airlines’s Strategy for triumph

The seven techniques into the brand new guide “The Amazement Revolution” is Walk the Walk. That means that you don’t state the one thing and do something else. You’re real and everything you see is exactly what you receive. Among the role-models inside method is Herb Kelleher of Southwest Airlines.

For those who have read the Shepard Letter or some of my previous books, you understand there has been an increased exposure of inner service. The worker Golden Rule, as I call it, is always to treat workers the manner in which you want the consumer managed – possibly even better. Herb Kelleher and Southwest Airlines tend to be model samples of that rule for action.

From start, Kelleher believed in an employee-first method which, during the time, was considered an incredibly controversial very first prin­ciple as management philosophies go. But Kelleher actually implied it, in which he insisted onto it for sound strategic factors. Whenever you build a company all over idea of caring for workers, caring for cus­tomers becomes easier for everybody. As Kelleher himself place it:

“Years ago, business gurus always use the company college conun­drum in my experience: ‘whom comes first? Your shareholders, your workers, or your prospects?’ I stated, ‘Well, that’s easy,’ but my reaction had been heresy at that moment. We stated workers come initially and if workers are addressed appropriate, they treat the surface globe right, the surface globe makes use of the company’s item once again, and therefore helps make the investors pleased. That basically could be the method in which it really works, and it’s perhaps not a conundrum anyway.”

This was Kelleher’s “mantra.” He existed and breathed the strategy the popularity of the Southwest Airlines starts with solution to employees. It became embedded in the working tradition of business. Kelleher’s insistence with this point is, I believe, the true reason that airline features been successful so memorably at any given time when plenty of their rivals have faltered. Following this philosophy, Kelleher built a residential area of workers just who moved the walk, in which he sooner or later handed the business up to executives just who strolled the stroll. The transition ended up being seamless—one regarding the reasons why Southwest remains a fantastic business!

 

Shep Hyken, CSP, CPAE is an expert presenter and Wall Street Journal best-selling writer which works together with companies who want to develop dedicated connections with their customers and employees. http://www.hyken.com