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

"Do whatever it takes - there is very little traffic in the extra mile."

There's one thing that great business leaders and companies have in common: they're all very lonely.

That's what Kelleher means when he talks about their being very little traffic among those willing to go the extra mile. When it comes to this part of business and leadership, it is an honor to be a lonely person or business. Those willing to go the extra mile will not have very much company no matter where their journey leads them.

When you think of going all the extra mile, think of the word "resolved." Things left unresolved are because there aren't those with the will to take things to the end.

Our customers may not know it, but that feeling they have in them comes from things not being resolved to their satisfaction. Sometimes they're don't know that's what's happening, but there'e that feeling within them that things weren't completed, but they aren't able to put it into words.

Those that are willing to go the extra mile, they take care of these things, also sometimes without the customer knowing exactly what it is that makes them feel satisfied.

The point I'm making is going the extra mile takes care of things in a way that is not always consiously understood, but it keeps people coming back to do business with us over and over again.

We want to be the type of business and leader that finds ourselves lonely as far as willing to do anything to take care of the customer. The key is really doing it, not talking about it alone.

Think of the word resolve, and you understand what going the extra mile means. Kelleher lived to take care of customer concerns and needs. The success of Southwest Airlines (LUV) reflects that it was not simply talk, but a whole lot of action.

Other Herb Kelleher Sources:

Special Event

Leadership: The Essential Herb Kelleher

The CEO as Brand Guardian

Herb's way

Speeches and Presentations from Southwest Leaders

Southwest Airlines: The Hottest Thing in the Sky

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