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The following is abridged and adapted from Lead with LUV, a dialogue between Ken Blanchard and Southwest Airlines President Emeritus Colleen Barrett (FT Press, 2010, 9780137039746).
Ken Blanchard: I’ve talked with people from organizations that once had a strong culture. They’d often witnessed how a little benign neglect destroyed that culture almost overnight. It’s easy to talk, speak, and brag about your culture; the hard work is living up to it every day. I know Southwest doesn’t like to leave anything up to chance…
Colleen Barrett: You’re right. You have to provide some structure. Our Culture is so important to us that we formed a Company Culture Committee (CCC) before we even published an organizational chart. Our CCC is dedicated to preserving our Culture for the present and future…
The CCC consists of about 120 individuals who serve three-year terms. They work on their own time, spending endless hours trying to adjust the Culture where it needs adjusting, create it where it appears not to exist, and preserve it where it is in good shape.
We work hard to implement the CCC’s very creative ideas. Here’s a wonderful example. One of my favorite letters came from one of our Pilots when he was serving in Iraq. We send these brave folks all kinds of goodies, including T-shirts that say, “Southwest loves you,” and munchies like peanuts and pretzels.
This Pilot told me he’d opened the box of stuff we’d sent him in front of a Pilot from another airline. The other Pilot said, “Your company sent that stuff to you? You’ve got to be kidding me.” Our Pilot laughed and said, “No, in fact, they sent me a bunch of T-shirts; would you like one?” The other Pilot said, “Yes, I sure would.”
Our Pilot sent me a picture of what happened to that T-shirt. When the other Pilot had his photo taken for a new company ID, he wore our T-shirt under his shirt. He did it to make a point that he’d never heard anything from his company.
Check out our first Lead with LUV post.
Read more about this exciting new book where Ken Blanchard and Colleen Barrett reveal why leading with love is the most powerful way to lead, and how it can be practiced at any organization helping you achieve truly amazing results. Go to FTPress.com and purchase the book in print or eBook format and receive free shipping.





