Reliability is a precondition for Trust. Simplicity is a prerequisite for Reliability. Heard of Southwest Airlines….Its founder‘s name was Herbert D. Kelleher who has a simple theory. He says, ―”You have to treat your employees like customers.” His final meeting as head of Southwest shows what an employee-centric management style can create…When Mr. Kelleher, 77, entered the main meeting room, shareholders gave him the kind of standing ovation usually reserved for rock stars. The Southwest pilots also took a full page ad in USA the same day thanking Mr. Kelleher for all he had done expressing their sentiment that it had been an honor and a privilege to be a part of his aviation legacy.
When Keller brought up the pilots ad in his meeting and when he talked about how much the company‘s employees meant to him — he wept. He said, ―”I‘m lucky for having all of these years with all of you.” he said. More than a few people in the audience wept right along with him.
Over the years, whenever reporters would ask him the secret to Southwest‘s success, Mr. Kelleher had the same response always – ―”You have to treat your employees like customers. When you treat them right, then they will treat your outside customers right. That has been a powerful competitive weapon for us.”
Source of Author–Anonymous