Each month the Southwest Spirit magazine features the story of an employee who has gone above and beyond.
Every week Gary Kelly gives a “shout out”-public praise-to employees who have gone above and beyond to show great customer service. Storytelling is the single most effective way to remind employees of the company’s purpose and to reinforce the purpose in their day-to-day interactions with customers. The next step is where communication really plays a starring role. We exist to connect people to what’s important in their lives through friendly, reliable, and low-cost air travel. According to Southwest CEO Gary Kelly, “Southwest is a great place to work and brings the greatest joy because we have such meaningful purpose.” A purpose should answer the question, “Why do we exist?” At the same time Southwest revealed its new ‘vision,’ it also announced the following purpose: A paycheck is usually enough to get most people to work on time, but only an inspiring purpose beyond a paycheck will encourage people to go the extra mile. In order to accomplish its vision, Southwest needs every one of its executives, pilots, and employees to work together for a common purpose. Our vision is to become the world’s most loved, most flown, and most profitable airline.
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