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Lessons in Loyalty: How Southwest Airlines Does It - An Insider's View
by Lorraine Grubbs-West
Product Group: Book
Publisher: CornerStone Leadership Institute (2005-08-01)
ISBN: 0976252856
EAN: 9780976252856
Dewy Decimal #: 658
Paperback: 130 pages
Release Date: 2005-08-01
SKU: 07030345
Condition: Like New as issued n
Comments: Paperback. Like new condition with no markings and no creases to spine or cover. Very slight wear to cover. Near fine copy.
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Editorial Reviews
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Product Description
Without a doubt, Southwest Airline’s phenomenal culture has become the envy of most of American CEOs. The Dallas-based airline’s unprecedented success, its ability to survive where others fail and its continued tradition of service excellence has garnered awards from every possible corner of a highly-competitive industry. The question is, how did it happen? After her retirement, Lorraine Grubbs-West -- a former Southwest Airlines VP -- took a look back at her 15-year tenure with Southwest Airlines. In her book, Lessons in Loyalty, she highlights some of the unique and successful business strategies that moved the company from an upstart start-up in a well-established field to more than 30 years of profitability and the recognized leader in today’s passenger aviation industry. In view of the challenges that continue to confront American business today, this book may be – as they say -- just what the doctor ordered. It’s brevity, easy-to-read format and straight-forward approach makes Lessons in Loyalty a primer for any firm wanting to build a loyal workforce capable of making the right things happen. But Grubbs-West makes her book an interesting journey of indelible wisdom, as well, designed especially for the busy business leader.
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Customer Reviews
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Lessons in Loyatly: How Southwest Airlines Does It
Rating  (4)
Date: 2007-03-10
1 out of 1 customers found this reveiw helpful
This book gives an entertaining background on SouthWest Airlines culture, and how Southwest uses interview and hiring practices to protect that culture. In addition, it describes some of the unique actions Southwest takes to be loyal to it's own employees. Loyalty is the net result.
A quick read.
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A BUSINESS ANIMAL'S BOOK
Rating  (5)
Date: 2005-11-18
2 out of 4 customers found this reveiw helpful
THE AUTHOR TELLS THE STORIES WITH SUCH A MATTER OF FACT VOICE THAT IS EASY TO FOLLOW AND FUN TO KNOW HOW FROLICKY THE AIRLINE IS. WHEN ONE IS READING IT, S/HE THINKS THAT SOUTHWEST IS THE BEST PLACE TO WORK. I HAVE NOT HEARD MANY SAY SUCH NICE THINGS ABOUT THEIR OCCUPATION OR COMPANY.
GRUBBS-WEST RELATES TO HER READERS IN A WAY THAT IS COMFORTABLE AND APPEALING. CHAPTER 5 IS BY FAR MY FAVORITE - EVEN THOUGH THE WISDOM SPRINKLED LIKE NUGGETS THROUGHOUT THE BOOK IS GOOD FODDER FOR ALL BUSINESS ENDEAVORS - WITH ALL OF THE STORIES IN IT. I LAUGHED OUT LOUD AND LOVED THE ASPHALT STORY. ALSO, SHE IS BRAVE TO TELL ON HERSELF MAKING MISTAKES; YET IN DOING SO, SHE REVEALS THAT THIS IS THE CHARACTER OF THE EMPLOYEE THAT SOUTHWEST IS LOOKING FOR. I HAVE TO SAY IT IS IRONIC THAT THE AUTHOR'S NAME ENDS IN WEST LIKE THE COMPANY SHE LOVED WORKING FOR FOR SO LONG - MAYBE SUBCONCIOUSLY SHE'S MORE LOYAL THAN SHE KNOWS! IN THE BOOK, SHE TALKS ABOUT ONE OF THE FLIGHT ATTENDANT'S MIMICING THE "OSCAR MAYER" JINGLE AS "MY COMPANY HAS A FIRST NAME, IT'S S-O-U-T-H, MY COMPANY HAS A SECOND NAME, IT'S W-E-S-T..."
THIS BOOK IS A GOOD ONE FOR LEARNING ABOUT LOYALTY OF EMPLOYEES AND FOR TEACHING A COMPANY'S MANAGERS HOW TO MAKE THE WORKPLACE FUN AND PRODUCTIVE.
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weLEAD Book Review from the Editor of leadingtoday.org
Rating (5)
Date: 2005-11-14
7 out of 7 customers found this reveiw helpful
Lessons in Loyalty is a fascinating book to read. For years, Southwest Airlines has become a legendary example of the power of servant leadership principles. Its achievements are impressive considering the competitive, cut-throat airline industry in which it thrives. Southwest Airlines has been named "one of the "Top Five Best Companies to Work for in America" by Fortune Magazine, It also has had the fewest customer complaints 18 years in a row as reported by the DOT Air Travel Consumer Report. The Southwest Airlines has been profitable for 31 consecutive years, named the "2nd Most Admired Company in America by Fortune Magazine, and has an average employee turnover rate of less than 10%. If you made a $10,000 investment in Southwest Airlines in 1972, it would be worth more than $10 million today. Are you impressed yet? How they did this is a captivating read and the author tells gives us the real reasons.
Lorraine Grubbs-West was a senior executive for Southwest Airlines for over 15 years. Lessons in Loyalty is an "insider's" view of work and life at the successful airlines. She discloses that what makes Southwest Airlines exceptional is "the strong employee and customer loyalty it has developed - a feeling of devotion, duty and attachment to Southwest". Most organizations would like to achieve this exceptional level of loyalty, yet they consistently perform actions that alienate people rather than foster loyalty. The author provides 9 Loyalty Lessons (Chapters) that outline the positive principles that have made the airline a winner. Some of the lessons include thought-provoking titles like "Hire Attitude - Train Skills", "People Give as Good as they Get", "Luv "Em in Tough Times", "Do What's Right", and "Nurture the Corporate Family".
Lessons in Loyalty is written with the same enthusiastic spirit and confidence that has made the airlines a phenomenon. There have been a number of fine books written to explain how and why Southwest Airlines has risen to the top tier of corporations. This excellent book, from the perspective of a former employee, is easy to read and reveals some exceptional principles not discussed in other books on the subject.
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