Experiencing World Class Service Excellence

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copied many times but without replicating its total success;
Have consistently stuck to the knitting and not been sucked into other value destroying areas;
Emotion, passion, and fun are used as strategic assets. The family card is played very strongly. They go public on putting their staff before their customers.
It’s often remarked that people park their brains when they come to work but personality is important too;
Succession in a company where there has been a dominant personality is always a challenge. The sense is that the culture is so well rooted it will live on anyway;
Another challenge Soutwest face quite simply is the current economic climate – what damage would there be to the culture if the company had to lay-off staff? Again one would be confident given the rigours they have historically faced that they could win through this too.

Some Delegate