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Southwest's leader in cat bird seat
Jul 8, 2008

Click Here  for the completete story.

Southwest is renowned for How the do, What they do.  In this instance what they did so smartly  was toposition themselves competitively to thrive and prosper in a time when all other airlines are being brought to their knees with the "pain in the gas".  Meanwhile, fly the planes of Southwest and xperience even happier and cheerier people, whose company had the wisdom and courage to anticipate and execute on fuel prices. 
The sad and beaten down associates of other airlines reflect in their attitudes and behaviors these very bleak times for them; and perhaps well they should.  These associates are asking their passengers to pay all of extra charges that can be uncovered that could command a price.  Passengers snarl at flight attendants as the services inside the cabin, which heretofore were accepeted as normal are now pay for use.  Sky caps are slowly being put out of business because of the bag check cost and excess weight charges.  Has anyone ever considered an all inclusive price, which should rise and is understandabe to consumers in today's times?

But Southwest , because of How they do what the do continue on thei march of successive years of profit and it looks like that may contiue through 2010.


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How you do... What you do gives us hope in what is perhaps the most comprehensive book published in awhile on the topic of transforming your culture into one that is renowned for Service Excellence. 

"How You Do What You Do", by Bob Livingston

 
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