The essential difference in service is not machines or 'things.' The essential difference is minds, hearts, spirits, and souls.
Herb KelleherIf the Wright brother were alive today Wilbur would have to fire Orville to reduce costs.
Herb KelleherKeep costs low and spirits high, and the people of Southwest Airlines will keep LUV in the air.
Herb KelleherIf you create an environment where the people truly participate, you don't need control. They know what needs to be done and they do it. And the more that people will devote themselves to your cause on a voluntary basis, a willing basis, the fewer hierarchies and control mechanisms you need.
Herb Kelleher