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...ess model is now being emulated by other airlines around the world.
After successfully battling prostrate cancer and seeing his company through its 28th consecutive year of profitability (a feat completely unprecedented in the airline industry), Kelleher planned to "throttle down" on October 1, 2001.
As he tells it, October 1 and reducing his hours never came. "After September 11th it was an emergency situation where everybody was supposed to pitch in," said Kelleher. "It was an unprecedented crisis in the airline industry, and survival literally was at stake."
Southwest not only survived, it thrived. At the request of new CEO Jim Parker and COO Colleen Barrett, Kelleher retained several key areas of responsibility while remaining active as chairman. Under their joint stewardship, Southwest audaciously pursued a growth strategy even as other carriers scaled back.
Herb's gift as a rebel is due to his mouth being full of his heart. Herb was one of the first American CEOs who started talking about a relationship-driven, rather than a performance-driven, organization. His words of wisdom have become legendary: "The customer always comes second... our employees are first." "The heart of the service journey is spiritual rather than mechanical." It's no wonder the company's New York Stock Exchange symbol is "LUV" as this rebel company is one of America's models for the 21st century.
The name of one of the books that celebrates his company's success, Nuts!, describes his personality perfectly. Southwest has created a celebratory culture that has, amazingly, become more solid as the company has grown.
They're the most profitable airline, with the highest customer satisfaction scores in the business, and the most rabidly passionate employees in the industry (Southwest was awarded the #1 Company to Work for in America by Fortune magazine).
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- Eternal Growth?
- Entrepreneurism
- CEO
- Staying on top
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