The clear, unmistakable sign of a bureaucrat is somebody who worries about whether he has a window.

You [the employees] are involved in a crusade.

We have the best customer satisfaction record, based on Transportation Dept. statistics, of any airline in America, the fewest complaints filed per 100,000 passengers carried. So you're not just getting low fares, you're also getting wonderful customer service.

If employees aren't satisfied, they won't promote the product we need.

Power should be reserved for weightlifting and boats, and leadership really involves responsibility.

Your people come first, and if you treat them right, they'll treat the customers right.

The important thing is to take the bricklayer and make him understand that he’s building a home, not just laying bricks.