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Herb Kelleher
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What's important is that a customer should get off the airplane feeling, 'I didn't just get from A to B. I had one of the most pleasant experiences I ever had, and I'll be back for that reason.'
- Herb Kelleher
#Airplane
#Back
#Important
#Just
#Reason
We turned our planes around after landing and got them off again in 20 minutes back in the early days; 15 minutes in many cases. That gave us a huge cost advantage because we could do more flying in a day with a single plane than anybody else.
- Herb Kelleher
#Back
#Day
#Days
#Early
#Us
I forgive all personal weaknesses except egomania and pretension.
- Herb Kelleher
#Except
#Personal
#Pretension
#Weaknesses
The people of Southwest have always been my pride, my joy and my love. Their indomitable dedication and esprit de corps have taken Southwest from a three-airplane dream to a 500-airplane reality.
- Herb Kelleher
#Dedication
#Joy
#Love
#Pride
#Reality
Who says a lighthearted approach to business is incompatible with success?
- Herb Kelleher
#Approach
#Business
#Says
#Success
#Who
One piece of advice that always stuck in my mind is that people should be respected and trusted as people, not because of their position or title.
- Herb Kelleher
#Advice
#Always
#Mind
#People
#Position
I've found that many of the greatest ideas surface in bars because that's where many people cultivate inspiration.
- Herb Kelleher
#Greatest
#Ideas
#Inspiration
#People
I think my greatest moment in business was when the first Southwest airplane arrived after four years of litigation, and I walked up to it and I kissed that baby on the lips and I cried.
- Herb Kelleher
#Airplane
#Business
#First
#Lips
#Moment
You can't have a mid-life crisis in the airline industry because every day is a crisis.
- Herb Kelleher
#Airline
#Crisis
#Day
#Every Day
#Every
Southwest isn't a 'This is my job, that's your job' kind of company. Being successful is our job, and we're willing to do whatever it takes to achieve that.
- Herb Kelleher
#Achieve
#Company
#Job
#Whatever
#Your
Keep costs low and spirits high, and the people of Southwest Airlines will keep LUV in the air.
- Herb Kelleher
#Air
#High
#People
#Spirits
#Will
In 1996 - when, for the fifth year in a row, we had the best record among major airlines for on-time performance and for baggage handling and the fewest complaints for the number of customers carried - we dedicated an airplane to all of our 25,000 people. We put all their names on the outside of the overhead bins.
- Herb Kelleher
#Airplane
#Best
#Our
#People
#Performance
Culture is intangible. It's spiritual. You can't buy it.
- Herb Kelleher
#Buy
#Culture
#Intangible
#Spiritual
#You
Power should be reserved for weightlifting and boats, and leadership really involves responsibility.
- Herb Kelleher
#Boats
#Leadership
#Power
#Responsibility
I tell my employees that we're in the service business, and it's incidental that we fly airplanes.
- Herb Kelleher
#Business
#Employees
#Fly
#Service
#Tell
A company is stronger if it is bound by love rather than by fear.
- Herb Kelleher
#Bound
#Company
#Fear
#Love
#Rather
#Stronger
Fight hierarchy and bureaucracy as hard as you possibly can. Don't ever let it become the master; always remember it's the servant.
- Herb Kelleher
#Bureaucracy
#Ever
#Fight
#Hard
#Remember
We will hire someone with less experience, less education, and less expertise than someone who has more of those things and has a rotten attitude. Because we can train people. We can teach people how to lead. We can teach people how to provide customer service. But we can't change their DNA.
- Herb Kelleher
#Attitude
#Change
#Education
#Experience
Your employees come first. And if you treat your employees right, guess what? Your customers come back, and that makes your shareholders happy. Start with employees and the rest follows from that.
- Herb Kelleher
#Back
#Happy
#Rest
#Start
#Treat
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