James Parker on Doing the Right Thing at Southwest Airlines

  • by James Parker
  • Narrated by Dave Summers
  • 0 hrs and 19 mins
  • Radio/TV Program

Publisher's Summary

People matter most, we all know that. But most companies would rather slash costs, cut headcount, replace well-paid employees with lower-paid employees or outsourced workers, and reduce customer service. In the wake of 9/11, Southwest Airlines was faced with a disastrous situation that threatened to ruin not only their business but the entire airline industry. In response, Southwest Airlines made three pivotal decisions: no layoffs, no pay cuts, and no-hassle refunds for any customer wanting them. The result: Southwest remained profitable, it was the only major airline to protect the jobs of all its employees, and Southwest's market cap soon exceeded all its major competitors combined.

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Customer Reviews

Most Helpful

Great company

honest recollection of being royal to staff works.

important message to shareholders and employers that paying a proper wage and not taking from the vulnerable employee is the right way for long term profitability
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- john

Book Details

  • Release Date: 10-10-2014
  • Publisher: American Management Association