Why Southwest Airlines employees smile…
November 20, 2006 11:21 am Reviews
I got a letter (Page 1, Page 2) recently in response to a post on this blog in which I commended Southwest Airlines on their incredible customer service. As you can tell from reading this previous post, I never mentioned any details, besides the fact that one of the flights I discussed stopped in Tampa. In spite of my vagueness, it seems that Southwest’s PR department had no trouble looking up my reservation info, then finding out exactly who had helped me during those occasions. On top of that, as you can see from page 2 of the letter, Southwest thought it would be appropriate not only to acknowledge my (the customer’s) words of praise, but also to pass along my blog article to the people responsible for my pleasant experiences so that they would know they had made their airline look good. If Southwest is truly a company that in sync with both its employees and its customers, it’s no wonder that the Southwest employees you see are always smiling, and why the customers seem that much less frustrated and angry during the inevitable delays that are commonplace in air travel…
