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HERB KELLEHER: THE CEO WHO TRANSFORMED

SOUTHWEST INTO A MAJOR AIRLINE


HERB KELLEHER
• The Employee-First Principle. Former Southwest CEO Herb Kelleher believed
that employees must be treated right first for them to also treat the customers right.
Southwest believes that superior customer service will be achieved not just only
having employees who are passionate about their jobs but also those who know
and feel that the company is concerned for them and gives them job security. The
thoughts and opinions of the employees are listened to and respected by the
management. It is the people who make Southwest Southwest. The employee-first
principle makes employees more passionate than any other motivational program
or monetary/non-monetary benefit. It shows employees that the company respects
them especially for the value and success they bring.