Herb Kelleher Quotes
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I'm here to tell you that I am proud of a couple of things. First, I am very good at projectile vomiting. Second, I've never had a really serious venereal disease.
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You don't hire for skills, you hire for attitude. You can always teach skills.
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One piece of advice that always stuck in my mind is that people should be respected and trusted as people, not because of their position or title.
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We have a strategic plan. It's called 'doing things'.
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The clear, unmistakable sign of a bureaucrat is somebody who worries about whether he has a window.
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Everybody in Texas would tell me that they thought I was nuts trying to start Southwest Airlines. There probably weren't 10 people in the state who would have given a plug nickel for our chances of making a dollar. So sometimes, you need a little courage, too, just to buck popular opinion.
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A company is stronger if it is bound by love rather than by fear.
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Leading an organization is as much about soul as it is about systems. Effective leadership finds its source in understanding
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You [the employees] are involved in a crusade.
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We have the best customer satisfaction record, based on Transportation Dept. statistics, of any airline in America, the fewest complaints filed per 100,000 passengers carried. So you're not just getting low fares, you're also getting wonderful customer service.
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It is my practice to try to understand how valuable something is by trying to imagine myself without it.
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You have to treat your employees like your customers. When you treat them right they will treat your outside customers right.
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We will hire someone with less experience, less education, and less expertise, than someone who has more of those things and has a rotten attitude. Because we can train people. We can teach people how to lead. We can teach people how to provide customer service. But we can't change their DNA.
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The tragedy of our time is that we've got it backwards, we've learned to love techniques and use people.
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To be an excellent leader, you have to be a superb follower.
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Keep costs low and spirits high, and the people of Southwest Airlines will keep LUV in the air.
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Hire for attitude, train for skill.
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If employees aren't satisfied, they won't promote the product we need.
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I think my greatest moment in business was when the first Southwest airplane arrived after four years of litigation and I walked up to it and I kissed that baby on the lips and I cried.
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If the employees come first, then they're happy. A motivated employee treats the customer well. The customer is happy so they keep coming back, which pleases the shareholders. It's not one of the enduring green mysteries of all time, it is just the way it works.
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I forgive all personal weaknesses except egomania and pretension.
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The essential difference in service is not machines or 'things.' The essential difference is minds, hearts, spirits, and souls.
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You have to treat your employees like customers
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I learned it by doing it, and I was scared to death.
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Succession planning has been a major priority at Southwest for quite some time. We think we have come up with a winning combination of talent for our company reorganization.
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If you're crazy enough to do what you love for a living, then you're bound to create a life that matters.
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The people of Southwest have always been my pride, my joy and my love. Their indomitable dedication and esprit de corps have taken Southwest from a three-airplane dream to a 500-airplane reality.
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If you create an environment where the people truly participate, you don't need control. They know what needs to be done and they do it. And the more that people will devote themselves to your cause on a voluntary basis, a willing basis, the fewer hierarchies and control mechanisms you need.
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The Wright Amendment is a pain in the ass, but not every pain in the ass is a constitutional infringement.
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It takes nerves of steel to stay neurotic.
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