Devoted to Managers and those that seek to improve their management skills

"We say everybody is a leader, no matter what your job is."

With the statement above, Herb Kelleher laid down the gauntlet for all businesses to follow.

When he talked about everyone being a leader, he wasn't simply talking about customer service, although he was including that. He was also talking about customer service within the company, which by that he meant the way people treated and communicated with one another.

Kelleher knew that there are people that can come along in a company that can pollute the entire business if it isn't taking care of.

He said, "If [employees] pollute our other people internally and they in turn savage the people who are doing the work outside, the whole company has just rotted."

In the Internet age the word "viral" has become a term to mean something that moves people to share something with others. But this is nothing new. Any time we talk to someone about something, it has the potential to go viral or be passed on to others. This can be either positive or negative to a company.

So when Kelleher talked about everybody being a leader, he was referring to all people needed to take responsibility to make a positive impact upon the inner workings of the company, and lead by example. He expected them to be responsible to keep the culture of the company an upbeat, positive force in the field they served.

Southwest Airlines (LUV) had very few complaints over the years concerning the quality of its workers. This is a testimony to the success Kelleher had in his people taking ownership and his people embracing the concept. People knew that they were the key to the success or failure of Southwest Airlines and they responded accordingly. They all truly did each become leaders, and the results of the company confirmed their success.

Other Herb Kelleher Sources:

A Culture of Commitment

HERB KELLEHER

The wild turkey

Herb Kelleher on the Record, Part 1

Herb Kelleher Talks about How Southwest Airlines Grew from Entrepreneurial Startup to Industry Leadership

Belief Model for The Leadership of Herb Kelleher (Southwest Airlines)

Herb Kelleher, Chairman, CEO and President, Southwest Airlines

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