Southwest Airlines
is an affordable airline focused on providing their customers with an
experience they will never forget. They strive to provide their customers with
great customer service with employees that are positive and outgoing. I
personally have flown on Southwest and although the seats are not assigned I still
had a great experience. Our flight attendants were friendly and personable.
Normally on every plane ride I have gone on I was bored to tears with the
in-flight safety presentation; however on Southwest our flight crew turned it
into a comedy performance. The entire plane was laughing and actually listening
to what the crew had to say. While in flight the crew offered beverages and
snacks in a fun way and when I requested a drink the flight attendant didn’t
have she went and found it for me without making me feel like I was a problem.
I have never had a more pleasurable experience with any other airlines and that
is why my family now only chooses Southwest Airlines.
The reason for
Southwest Airlines success lies in their company’s culture. It is apparent
upper management empowers employees at all levels and strives to improve them. After
watching the video “A Day in the Life of the Culture Committee by Southwest
Airlines” I was able to see
exactly what the committee does. In the video we were given a small peak into a
brilliant way to surprise employees and treat them to a little rest and
relaxation by providing them an unexpected break called a “Hokey Day visit” (Southwest, (2008). The culture committee waited as each plane landed and
then rushed to the gate so that when the flight crew opened the door they were
shocked to see a group of smiling, positive and eager to help fellow coworkers to
show them a small token of appreciation for all of their hard work. This committee is extremely successful in
establishing and reinforcing the culture norm at Southwest Airlines because
they are their showing their gratitude for what they everyday allowing them to
know their hard work doesn’t go unnoticed. Some employees are hired to fly,
some are there to help passengers and maintain the plane and some are there to
reinforce positive appreciation for one another.
Southwest has “35,000 + employees and considered the heart and soul of the
company. Doing the right thing for these employees includes providing them with
a stable work environment with equal opportunity for learning and personal
growth. Above all, Employees will be provided with the same concern, respect,
and caring attitude within the organization that they are expected to share
externally with every Southwest Customer” (Kelly, G. (2008). It is clearly
evident when you ride with Southwest that their employees are happy to be there,
and their happiness transcends through the culture rubbing off on their
customers creating a positive environment. Southwest managers have developed a
strategy that not only empowers their employees to want to be good employees,
but also provides them with incentives to do it. I believe that the culture of
Southwest is successful because it is able to “achieve goals as well as satisfy
the needs of members of the organization” (Brown, (2011) p 65). Employees that are happy usually are happy
because they fit in with their company. It is very similar to the saying “happy
workers are productive workers” (anonymous). The culture committee keeps their
fellow employees happy by giving them a small incentive of a simple break from
their day-to-day tasks. Who wouldn’t feel happy to be pampered unexpectedly?
In my opinion
the purpose of the culture committee is to reinforce hardworking employees by
scheduling reinforcements when they are least expected. Similarly to training
an animal, when they begin to perform a trick the trainer would reinforce with
some kind of wanted behavior such as petting them or giving them food. I
believe humans are trained similarly with other kinds of incentives such as
pampering. The culture committee is there to give them a treat, and by doing so
the employees are left wanting more treats, and then word of mouth spreads.
This idea leaves all employees continually performing exceptional service
waiting for their turn. I know that many will not receive the treatment but the
logic is embedded within the culture; doing a good job will establish more
rewards. Employees are rewarded with trainings, education opportunities, and an
abundance more of incentives that leads to employees performing accordingly. Southwest
Airlines is a popular company recognized for their ability to create a culture
different then any other airline. Southwest is about the experience and they
“leverage fun as a competitive advantage since it feels a fun atmosphere builds
a strong sense of community while balancing the stress of hard work and
competition. Humor enhances the job performance of employees, management,
customer service and profits” McKenna,
T. (2003). All employees, customers and management feel connected
through this community and fun atmosphere because it gives them a more
enjoyable family like experience.
The mission of a
culture committee in my organization would be difficult because in financial
aid directly we are a very specialized group because we are the only ones in
the entire organization that can do our processes. I feel the only way to boost
moral would be to encourage teamwork. One way could be a surprise visit by the
committee offering 30-minute chair massages since we sit in front of a computer
for hours on end with a large amount of pressure to get the job done. Another
way could be a surprise half day where we would leave our office and go outside
to build on teamwork. Doing certain challenges that would allow us to engage in
a more fun-like atmosphere since we are always forced to operate quietly while
facing fast approaching deadlines would help a lot. Something that could get us
moving releasing endorphins would be a great way to reinforce the company’s
value for what we do would definitely give us a feeling of appreciation.
After learning
about the effectiveness of Southwest Airlines culture committee I am going to
start suggesting more opportunities for my organization to develop something
similar. I do not foresee ERAU offering us 30-minute chair massages although
everyone would love them and it would show everyone that they value the work we
do. This week I am going to ask my director about an opportunity for the
Financial Aid Department to get together and have a mini retreat. We have not
had an opportunity to get out of the office and get together since the hiring
of our newest financial aid counselor or since our director took her position.
I feel we are suffering from an adjustment issue as many conflicts continue to
arise. In my future I am not going to forget the importance of showing your
employees appreciation like Southwest has when I am in a leadership position.
The comradery and values felt from employees goes beyond the day-to-day tasks.
These feelings empower and evoke an emotional connection that builds relationships
and loyalty.
References
McKenna, T. (2003). Culture as a competitive weapon.
NPN, National Petroleum News, 95(6), 13. Retrieved from http://search.proquest.com.ezproxy.libproxy.db.erau.edu/docview/223281724?accountid=27203
Southwest Airlines. (2008). Southwest Cares Report:
Doing the Right Thing (2nd ed.). Kelly, G. Retrieved from http://www.southwest.com/assets/pdfs/corporate-commitments/southwestcares.pdf
Southwest Airlines "A Day in the Life of Culture
Committee" [Video file]. (2008, May 31). Retrieved from http://www.youtube.com/watch?v=V7P0T9IbYKU&feature=player_embedded
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