Aaron Shields’s Mind Terroir

Pop Quiz: Guess The Airline From The Following Clues

The CEO of this airline believed that aside from safety, the way to build an airline is through great service. He also insisted on giving all employees the best training in the industry.

Is the airline:
A: United
B: Southwest
C: American
D: Delta

If you guessed C, American, you’re correct.

During the mid 30s to late 60s, CEO CR Smith built the most respected airline in the business. Just like Sam Walton, CR Smith would fly around the country to get acquainted with all employees and become intimate with the details of his airline.

If you guessed Southwest, don’t feel bad, they picked up where American left off.  Southwest has built a great business using the same philosophy that made American great during the reign of Smith. Yet, despite the success of American’s plan, future CEOs strayed and turned American into just another airline.

Focusing on customer service is a key ingredient of success. And the key to creating great customer service is making sure employees are empowered and happy. It worked for American, it’s working for Southwest, and it will work for you.

Tags:   cr smith · customer service · Marketing · southwestNo Comments