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Speaking of exceeding expectations…

March 17, 2009

There’s been a lot of talk about positioning statements, corporate values, and expectation management in The Lair recently.  I’m admittedly not a big proponent of corporate jargon like mission statements, but if there’s one company that can practice what they preach, it’s Southwest Airlines.


The Mission of Southwest Airlines

The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit.

If this isn’t “Company Spirit,” I don’t know what is:

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3 Comments leave one →
  1. Heidi permalink
    March 19, 2009 2:30 pm

    Anyone who can make a grumpy business traveler clap and smile is a genius. Do you think it’s safe to assume this was posted by a Southwest employee?

    We flew American* to NYC and back last week, and the noticeably pleasant and perky behavior of the ticket agents and flight attendants made me think they had just adjusted their brand. The Southwestiest moment was a warning to be cautious when opening overhead bins because “shift happens.” Har!

    *Crystal: We only flew them because they have the cheapest direct flights, and there aren’t many to begin with. I’m ordinarily a Southwest girl, but they’re more expensive on this route, and they only fly into Islip. Long Island. No, thanks.

  2. March 19, 2009 7:59 pm

    Terrific post on exceeding expectations and living the brand.

    Confidential to Heidi: I’m glad my ex is showing you the love. Did American call you “Boo” and give you an upgrade and comp the blanket? Such a player. Fly them, but don’t fall in love.

  3. marypatanselm permalink
    March 23, 2009 10:27 am

    This video was featured on AgencySpy.

    http://www.mediabistro.com/agencyspy/what_the/the_case_for_southwest_airlines_111894.asp

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