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From “Laidlaw” by William McIlvanney
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From, “Pay It Forward: Why Generosity Is The Key To Success”
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Herb Kelleher was the co-founder of Southwest Airlines, he died earlier this month. He had many attributes that I admire, not least of which was introducing a culture to the company where Southwest’s employees took themselves lightly but their jobs seriously.
Kelleher had a simple philosophy, “A motivated employee treats the customer well. The customer is happy, so they keep coming back. It’s not one of the enduring mysteries of all time; it is just the way it works.”
An article in the FT Michael Skapinker which celebrated Herb, contrasted his outlook with a recent email from a disappointed British Airways passenger. Skapinker concluded with this statement, “few people come to work intending to be unhelpful. If they are horrible, it is usually because their bosses are horrible to them, or they prioritise sticking to the rules, or cutting costs, over keeping customers happy.”
In 1987 Michael O’Leary (of RyanAir) visited Southwest Airlines and Herb Kelleher to learn about the airline industry. Although there were plans for them to meet again, O’Leary never went back to complete his tuition.
Read more about Southwest’s business model here.
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Happy Winter Solstice! Don’t worry I’m not going off on a Pagan kick just taking sometime to enjoy the bleak midwinter.
Today, December 21st, is the shortest day of the year. Where I live the daylight will last for 7 hours 49 minutes and 18 seconds. As I used to tell my son, before he could scientifically argue back, today is the day when the sun packs its suitcase and starts heading northwards and Summer is on the way.
Tomorrow there will be 7hr 49min 19s of daylight, the day after another 7 seconds and on January 1st we can enjoy all of 7hr 55min 21sec presuming we’re awake by 8.02am , by the time we reach the Summer Solstice there will be 16hr 38min 48sec.
It reminds me of the one sure way to achieving and continuing success, small constant increments. Many of us start by presuming we will experience the “big bang” at some point and finally reach success will be ours. The truth is far more ordinary, small incremental changes for the better is the way to attain success. Read about Dave Brailsford’s work in cycling, look at the vast majority of successful enterprises and you will see that little happens overnight rather it is the gradual progression that gets results.
Progress does occur, there will be setbacks of course but by focussing on making every day better than the one before then you will move forward into your particular sunshine. One where we are not obliged to head backwards after June 21st.
Take some time over the holiday period to ask yourself what you want your changes to be this year. What’s your 2020-Vision? What are the steps you must start making?
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