Catching Employees Doing It Right

The best companies focus on catching employees going the extra mile. I have become a diehard Southwest Airlines fan because their customer service is outstanding in an industry where that is downright unusual. How do they get their employees to go above and beyond? What is the secret sauce that keeps SWA getting better while others spiral downward? Here is my observation of one ingredient.

I have been getting coupons in the mail to give Southwest employees who I feel have made my travel experience better. These coupons say "Thanks for Kicking Tail!". I am not really sure what the program is exactly, but I expect that they turn these in for recognition or some type of award or gift. Somebody grabs your attention with a humorous preflight safety brief. Does it make your day a little brighter? That's kicking tail. A flight attendant helps a frustrated Mom wrangle a toddler with a quick snack. That's kicking tail. A counter agent keeps their cool while handling an irate customer whose flight was cancelled. That's kicking tail, IMHO.

Every coupon I have given out caught the person off guard. They never expected to get it. It made them smile. They have always thanked me. I love the fact I got to make their day a little better. It's a win-win-win. So, I ask again, what is the secret sauce at SWA? One ingredient is catching their employees doing it right.