What drives phenomenal success.
Southwest Airlines started with a simple idea, and managed to stick with it through decades of unprecedented growth. According to Colleen Barrett, customers return because they like the experience and they like the way they are treated. And how do you keep them satisfied? By keeping your employees s...
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| Format: | Video |
| Language: | English |
| Published: |
[San Francisco, California, USA] :
Kanopy Streaming,
2014.
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| Online Access: | Connect to this streaming video |
| Summary: | Southwest Airlines started with a simple idea, and managed to stick with it through decades of unprecedented growth. According to Colleen Barrett, customers return because they like the experience and they like the way they are treated. And how do you keep them satisfied? By keeping your employees satisfied. Barrett spends 70-80% of her time ensuring that her employees are valued as people, and encouraged to do the right thing rather than doing things right. She acknowledges that you can't expect employees to be saints, but you can expect integrity and commitment to the team. Her guiding rule is to hire on attitude and then train for skills, seeking individuals who will take the business seriously, but not themselves. |
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| Item Description: | Title from title frames. |
| Physical Description: | 1 online resource (1 video file, approximately 50 min.) : digital, .flv file, sound |
| Format: | Mode of access: World Wide Web. |