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Large improvement programs present many management challenges.

He knew that taking care of employees would make them happier and want to engage more with passengers, who in turn would enjoy the service and want to fly on Southwest again.

This Kelleher quote sums it up perfectly: Last week, I had the chance to be one of the speakers at a Customer Service Master Class put on by Southwest Airlines and Visit Dallas, the convention and visitors bureau for Dallas, Texas.

Perhaps that’s why Southwest is perhaps the “most loved” airline, consistently being ranked in Southwest Airlines Chairman Herb Kelleher (R) greets Southwest Airlines employees at a parade during a welcoming ceremony at Philadelphia International Airport.

In addition to the Southwest Airlines speakers, one of their “outside speakers” was the legendary Carl Sewell, Chairman of Sewell Automotive and author of “Customers for Life,” who shared this golden nugget of wisdom: Senior Vice-President of Operations and Hospitality at Southwest Airlines.

When working on the integration of HP and Compaq, one of my colleagues, Paul Maguire, came up with the Speed Dating concept.