Kelleher's Penchant for Laughter and fun is Part of Southwest's Culture
With Kelleher we hear again how humor and fun play such a big role in the culture and success of a company. With Kelleher and Southwest, it was even taken a step further.
Instead of some of the usual interview questions, the responses to questions centered around humor were the deciding factors in many cases on whether someone was hired or not.
In place of the typical interview question on how a person responded to a difficult circumstance, Southwest (LUV) would ask how humor had helped the individual out of a difficult situation
Many times pilots have been asked to put on some Southwest shorts; those that saw the action as fun and humorous passed the interview. It makes sense when you understand the numerous situations both in the airport and online where very tense circumstances can arise. When you are able to instill humor and fun into things while these problems are happening, it makes a huge difference in the experience of customers and the bottom line of the company.
Finally, Kelleher definitely leads by example in this area. He doesn't mind riding in on a Harley, dressed like a fifties hood, hang on the side of an airplane or dress up like Elvis.
In a highly pressured industry, it's probably the biggest competitive advantage that Southwest Airlines has had over the years. We need to understand the value that humor can add to any company; it's a powerful tool that can touch and enhance every area of a company.
Other Herb Kelleher Sources:
ENTREPRENEURS: BORN OR MADE? A CONVERSATION WITH HERB KELLEHER OF SOUTHWEST AIRLINES
Sponsored link: The outsourcing every manager requires - Tampa Locksmith
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