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

"Cultivate a spirit of giving and make it a way of life not a technique."

Herb Kelleher nailed it on the head here when talking the spirit that permeates a company. He completely lived his admonition above, as during his time at Southwest Airlines (LUV), the idea of giving was a huge part of the company culture.

Now to understand what he was talking about, it wasn't simply talking of people giving money to something or someone here or there, he was talking about his people giving of themselves to make the customer experience one that delighted them and made them want to come back for more. It worked tremendously well for them, and was a key differentiator.

That doens't mean they didn't give and help one another, they did, what I'm saying is the spirit of giving was so part of the company, that it extended to everything they did, not only one area.

The key is in cultivating a spirit of giving, as Kelleher said, and not making it a technique, which usually ends up being dead and lifeless in contrast to that which organically emerges out of a company culture.

Like everything else, this starts with the leadership of a company. We cultivate it be living it and then spreading through our actions and words. It's something that spontaneously catches on. People just start doing it.

Herb Kelleher lived it and spoke it, while his people followed in his footsteps to the benefit of Southwest Airlines, its customers, and the people working there. You can't ask for much more.

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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