Elevate your organization’s Culture and Customer Service
with resources from the Colleen C. Barrett Institute
About the Colleen C. Barrett Institute
When I was approached about headlining an institute about the Culture and Customer Service of Southwest Airlines®, I confess it took me a little while to get used to the idea. There are few things I shy away from more than being the center of attention.
I’ve always been most comfortable “behind the scenes,” even as Southwest Airlines began to grow years ago (and my position along with it). I was truly just one piece of a much larger relationship between our Company, our Employees, and our Customers. As Southwest Airlines grew, we all grew. It was our experiences together that led to good ideas, that became good practices, that helped define our own way of thinking about work, taking care of our People, and being in selfless service to others.
Our sense of Family is at the Heart of our Culture and Customer Service, and I could not feel more privileged to be part of it and to welcome you as you explore the truly unique elements of our story on the CCBI website. I hope you will stay awhile, laugh a little, and maybe learn something new about LUV®.
“Leadership is not a title.
It’s a way of life.”
Thought Leadership
Leading Well: Connecting with People
From the times I engaged with Herb Kelleher (Founder of Southwest Airlines) and Colleen Barrett (CCB Institute namesake!) early in my career, I learned from them the true value of giving your People your time and attention and seeing them for who they are instead of just the positions they fill. To me, that means you have to remember your Teams are made up of unique individuals and never forget the “Golden Rule” when you have the opportunity to connect with someone.
Being Well: The ROI of Being Well for Yourself and Others
If you’ve ever flown before—hopefully with Southwest!—you’re likely familiar with the inflight safety announcement to put your oxygen mask on first before attempting to help others in an emergency. Did you know the same guidance can apply to your daily life, whether professional or personal? It’s true. To be able to meaningfully care for others or lead effectively, you must take care of yourself.
Being Well: Incorporating Wellness into Corporate Culture
Life can throw us all kinds of curve balls, and I’ve personally had times when I’ve needed a little extra help—whether grieving the loss of someone close to me or dealing with my pesky knees that tend to have so much trouble! Southwest has been there every step of the way as I’ve been shown tremendous care by my Cohearts and provided with incredible benefits that help with my wellbeing
Upcoming Events
VIRTUAL FIRESIDE CHAT
Roundtable - Coming Soon
Join us for a unique and personal virtual “Fireside Chat” as we dive into what it means to be well and lead well at work! Learn practical ways to support wellness among Employees while still leading effectively.
Take advantage of this opportunity to hear Southwest Leaders discuss the habits they’ve established to be their best at work and, in turn, bring the best out of their Team. Keep checking back for more details, and (NEW CCBI FEATURE) submit questions to be answered during the Fireside Chat. Head over to our Thought Leadership page to get started!
Stay tuned!
CULTURE CONNECTION
October 26 • Southwest Culture Connection
Southwest Culture Connection offers a rare opportunity to experience one of the world’s most admired and enduring organizational cultures—up close! Learn from current and former Southwest Airlines’ Leaders and leave equipped with actionable items to help develop, grow, or reinvigorate your own company culture. Stay tuned for updates on what’s in store for 2024!
