I've found that many of the greatest ideas surface in bars because that's where many people cultivate inspiration.

The essential difference in service is not machines or 'things.' The essential difference is minds, hearts, spirits, and souls.

To be an excellent leader, you have to be a superb follower.

You have to have the service mentality in the sense that you subjugate your own ego, and you subjugate a large part of your own life to really helping other people, being successful on their behalf.

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.

You have to treat your employees like customers

Everybody in Texas would tell me that they thought I was nuts trying to start Southwest Airlines. There probably weren't 10 people in the state who would have given a plug nickel for our chances of making a dollar. So sometimes, you need a little courage, too, just to buck popular opinion.