Final Words

K: Well, that sounds like a wrap, Colleen. Our hope is that self-serving leaders will become a thing of the past. Instead, leadership throughout the world will be composed of people who lead with love and, in the process, “serve first and lead second.”²⁴ Do you have anything final you want to say to anyone who has been sitting in on our conversation?

C: I’d like to say thanks for listening to some of my story and a lot of our LUV story. As you all have probably guessed by now, over the years I have not known how to separate myself from Southwest Airlines. I think this Company has been, in many ways, really, my life. It became my cause. Not that I haven’t had my own personal life, but when you get as involved in a group or organization or belief as I have with Southwest, almost everything you do has fingers that stretch out from that. My family and friends all talk about Southwest as “we,” whether they’re on the payroll or not. I love this Company and so do a lot of people.

“The thing I’ve learned from Colleen,
similar to what I’ve learned from Herb,
is, of course, that People matter so much.
She loves this Company;
she loves our Employees;
she loves our Customers.”

—Gary Kelly, Chairman, President, and CEO

In July 2008, I stepped down as President of Southwest Airlines. My heart told me it was time to allow the next generation of Leaders to have their day to lead. I had always thought that one of the best traits of a Leader is to know when to follow. While I am no longer the President, my severance agreement allows me to keep my office and staff for an additional five years.

As my time to step down was approaching, Employees, business partners, and friends started asking what departure activities and gifts would mean the most to me. I don’t like to be the center of attention—never have, never will—but I did agree to hold one Company-wide Employee event because I felt our Employees would never forgive me if they were not able to show Herb (who was also stepping down) how much he was loved. I decided that I would most prefer to be the “giver” in this transition, so I gave a special “LUV Relationships” video on DVD to our Employees, Customers, and Shareholders at our May 2008 Annual Shareholders Meeting.

When I asked the folks at our advertising agency to put the video together, they thought I was crazy. I gave them names of twenty-five Customers and twenty-five Employees and just asked that they share their stories and impressions of Southwest. The advertising folks said, “What if they don’t want to participate?” I said, “They will.” They said, “What if they don’t have anything to say?” I said, “They will.” In fact, they ended up with more than seventy hours of video. Some weekend I’m going to get a bottle of wine and watch it all! They edited those seventy hours down to thirteen minutes. I challenge anyone to watch that DVD with a dry eye. I believe it truly captures the Culture I have been blessed to be a part of for forty years.²⁵ Many of the quotes scattered throughout this conversation came from the spontaneous words of Employees and Customers in that video. These People talked from their hearts and have described, better than I or anyone could, what Servant Leadership as love in action is all about. Does it work? I hope we have taken away any doubt from your mind about that.

So let me leave you with one last thought. No matter where you are leading—in the office, at school, at church, at home, or in the community—the real question is this:

Are you a Servant Leader,
or are you a self-serving leader?

You know what I think your answer should be—just make sure you always serve and lead with LUV in your heart.

K: Thanks, Colleen. What a joy it has been to have this conversation with you. And you just nailed it with your question. I hope, for all of you who have been sitting in on our conversation, you agree that that’s the right question and the right answer. And if you ever find yourself falling into the self-serving leadership category again, and you want to prevent that from occurring, remember: The answer is love.

C: Ditto, Ken. And for one final example of how our People personify love in action, read this letter from Southwest Customer Mary Elizabeth Campbell to our current Chairman, President, and CEO, Gary Kelly:

May 25, 2009

Mr. Gary Kelly
Chairman and CEO
Southwest Airlines

Dear Mr. Kelly,

I am writing to express my deep thanks for the Southwest Airlines customer service I received on Sunday evening, May 17, 2009 when I suddenly learned at 4:45 PM that it appeared my father was dying. I needed to get to him as soon as possible. Three Southwest employees (and I believe Southwest’s organizational values) made the difference for me, living in Bethesda, Maryland, to get to my father in Sandusky, Ohio, one final time before he passed away at 3:25 a.m. Monday, May 18. My father was a proud World War II veteran who lived at the Ohio Veterans Home.

Time was of the essence, but nothing was available on Southwest or any other airline and it was approaching 5:15 and then 5:30 p.m. I knew that Southwest Flight 126 out of Baltimore at 7:40 p.m. was my only hope, but it was unavailable. As I packed, my husband called Southwest. The agent told him to book me on the first available flight and get to the airport. Although there were no guarantees, if I was at the airport, I would have a chance of flying standby on Flight 126, and maybe something else could be done. We reached BWI (Baltimore) Airport in record time at 6:30 p.m.

I got to the Southwest ticket counter unsure what would happen. At first the agent started to tell me that I needed to go to another counter, but then she stopped, took my driver’s license, ticketed me for standby on Flight 126, and told me to go to the gate and that they would make an announcement there. She calmly and quickly moved me along, and that helped me stay calm.

Once at the gate, the Southwest agent told me the flight was overbooked by three and that there was another person in front of me for standby, so it did not look good. She said she could not guarantee anything, but she would make an announcement at boarding time. At this third critical juncture, she made a beautiful announcement, explaining to everyone that a passenger was on standby because her father was critically ill and was not expected to make it through the night. She asked something like, if anyone had any leeway in their schedule, would they consider making a difference in this person’s life by giving up their seat for her, as Flight 126 was the only flight that could get her to her father in time. She explained that Southwest would not be able to compensate the person, but would guarantee a flight the following day, and that Southwest, along with the passenger, would deeply appreciate this act of human kindness. Her statement was simple and dignified, and my need was so clearly stated. I waited for only a few minutes, but it seemed like eternity. And then someone came forward—followed by another, and then a third person. Passengers around me seemed to have been moved by Southwest’s announcement on my behalf. Someone said it renewed their faith in people.

I know it is because of Southwest’s customer service that I made it to my dad before he died. I got to kiss him and say goodbye while he was still alive because I was on Flight 126. I have no doubt of that. At any point along the way I might have been derailed, but Southwest’s customer service stood by me each time: I am so grateful that my husband was able to reach a real Southwest agent and not a recording, and for that person’s compassionate quick thinking. I am so grateful for the kindness of the ticket agent who simply booked me calmly and moved me along, not making me go to another ticket counter and repeat my story. And I am deeply grateful for the compassion and creativity of the employee at the gate who made the announcement.

I am enclosing several cards from my father’s funeral. If you share my story with the employees on duty at BWI and on your phones on Sunday evening, May 17, the Southwest people who helped me may recognize themselves. I would like them to know they made a difference in my life and have a card from my father’s funeral as an expression of my thanks and as a reminder of the impact of their customer service.

My father’s holy card, dated May 18, says it all. Southwest got me there on time on the evening of May 17. I will always be grateful for this priceless gift, and I will gladly and gratefully fly Southwest for the rest of my life, whenever I can. Thank you.

Sincerely,

Mary Elizabeth Campbell
Bethesda, Maryland

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Mary Elizabeth Campbell’s letter is a wonderful tribute to the legacy of our heroine, a servant leader who truly knows how to lead with love. Although she is no longer the President, the love continues. At a press conference announcing the change in her status from President to President Emeritus, a reporter asked the Chairman and CEO—a long time Employee of the Company—what our heroine’s role would be after stepping down from the Presidency. Without missing a beat, he said, “She has always been the Company Mom, and I can’t imagine that will ever change.”

It seems he was right. Our heroine never wanted to be CEO; she was always more interested in the People side of things. She enjoys serving more than being served and giving rather than getting. She likes to bring smiles to faces. That’s exactly what her Mom did for her—and isn’t that what Moms are supposed to do? It certainly is—if you believe that Servant Leadership is love in action.

Today, not only does the love continue, the Company’s profits continue as well. For as our heroine so clearly demonstrates, leading with love is a different (and fun) way to create real success.

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