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Southwest Airlines: Emotional Intelligence Makes A Corporation Succeed

Southwest is the darling of theand you can too, if you like. It's
industry. For us early-adopters, itcalled Nuts about Southwest, and there
answered many needs that were not beingyou can share their taglines - the
met by other airlines from cheap fares,warrior spirit, the servant's heart, and
to its own version of refundableFUN-LUVing attitude.
airfare, to, for heaven's sake, a senseHow fun loving? I got to test it just
of humor on the front lines, to the firsthe other day, flying out of Love Field
casual wear for attendants, which gavein Dallas. Dallas, which may rank no.
us all permission to "get comfy" onone in weather-hassle for flights, for
those airplane flights.all I know. Don't quote me. Anyway,
My gosh. They even freed us from thatmiddle of a summer plagued by
awful airplane food!rainstorms, as you've seen on the news
According to their Internet financial(so rare for Texas), I was lucky to make
report, 2006 marked Southwest's 34thit to the airport because of the traffic
consecutive year of profitability. Theyaccidents, and then discovered all the
became a "major" airline in 1989, thedelays. The agents - letting us know it
year they exceeded the billion-dollarhad been "a week of this" for them -
revenue mark, and it remains theapproached it with humor and also let us
nation's most successful low-fare, highknow what it had been like for them.
frequency, point-to-point carrier.What else can you do? That's authentic.
And how they do keep up with what weIt was exasperating for all of us
like! To quote their site, they have nowinvolved with snarled flights, people
boldly gone where no other airline andcutting in line, screaming children, and
few Fortune 500 companies have goneso forth.
before - into the blogosphere. Yes,And here's more of Southwest. If you
they have a blog, and you can visit itwere an early adopter like me, with ties
here: .in Texas, you know all about the "Set
"Blogging works for us because, as aLUV free" campaign, battling that
Company, we know we have nothing topeculiar Wright Amendment. Southwest
hide," said Southwest's Presidentset up a website where you could make
Colleen Barrett. "Our Employeesyour wishes known to Congress, .
absolutely ooze authenticity, and ourFinally Love Field was set free, and
bloggers have been able to bring thatthey've kept the site up, with a link on
same SPIRIT to the blog."there where you can THANK Congress for
AUTHENTICITY is one of the emotionalthe Wright Amendment Reform Act.
intelligence (EQ) competencies. It worksYou would think that would be
for individuals, it works for civiccommonplace, wouldn't you, to thank
groups, it works for leaders, and itsomeone who gives you what you've been
works for corporations.asking for. But of course it's not.
On the blog you can take a peek insideOthers might have an attitude of
the culture and operations of yourentitlement.
favorite airline. About 30 employeeEmotional intelligence works, from the
bloggers (both frontline and behind theground up, and let's just say it begins
scenes), and 'customers' participate,at home, with the individual.



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