The ideal culture at Southwest Company
Dr. Alaa Jarrad
Garad@alaagarad.com
August 30 2022
To conclude on corporate culture, today's article sheds light on a model of healthy culture in one of the world's most successful companies, best in customer service and employee satisfaction, Southwest Airlines.
Where people have always been the heart of Southwest Airlines, the company works to develop them and connect them to the things that matter in their lives.
People here mean employees, customers, and society as a whole.
The first and most important axis in the company’s culture is the employee, and attention to the employee comes before caring for the customer, and the philosophy here is simply that the happy employee in his work will take upon himself the happiness of the customer, especially in light of a system that appreciates all efforts and rewards the hard-working and is keen to raise the efficiency of everyone.
The company is known for its legendary hospitality and world-famous culture, and every employee plays a role in promoting and preserving that culture.
The company offers employees great jobs and benefits, and they are encouraged to be who they really are, and whose unique perspectives, skills and experience are counted on in their day-to-day jobs.
The company's leadership is convinced that treating its employees excellently leads to excellent results.
Benefits for full-time and part-time employees include health insurance and includes health care, medication, dental and eye care, and an employee mental health assistance program.
It also provides basic life insurance, optional life insurance, short-term and long-term disability insurance.
It also provides financial benefits, employee stock purchase and profit-sharing plans, in addition to paid time off, personal time, sickness, and disability time. Parents also get childcare leave, and these benefits are also granted to non-fixed employees.
The company follows a policy of “recruitment based on attitudes, behavior and skills training” and the company offers unique training and development opportunities, which help advance, change, retain employees and prepare them for success.
The company provides many opportunities for women, veterans, people of different cultures, people of determination, and recent graduates.
Experience has proven that investing in the human element is one of the most successful investments, especially in the service field, where the company’s success depends on the employees’ attitudes and behaviors and not only on technology or facilities. The quality of service is linked to service providers and giving the customer a smooth and enjoyable experience that contains an element of surprise, or what It is called Wow Effect. Successful companies that aspire to leadership are not satisfied with customer satisfaction, but rather seek to make customers happy. The customer’s assumption means that the customer has got what he expected, such as the plane flight departing on time and landing on time and there is no delay in receiving bags, all of that is the thing Natural and expected, and this leads to customer satisfaction, and what makes the customer happy is to obtain a service that exceeds his expectations, which is a pleasant surprise for him, such as being given a special discount, or a free meal, or an unexpected problem is solved quickly, or a special appreciation And the behavior of the employees is refined, and thus the experience remains stuck in his mind, and he talks about it and even turns into a marketer for the company.
• Treating employees in an excellent manner leads to excellent results.
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Garad@alaagarad.com
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Garad@alaagarad.com