By Matt Kosec
Many people are aware of the innovative and inspiring “Culture Committee” of Southwest Airlines, but if you are not, a quick reading of Being the Change, by Ann McGee Cooper and Associates, will give you an understanding of one way Southwest helps their People stay connected to core values. Mac Tristan, now Chief of Police in Coppell, Texas was invited to serve on the Culture Committee as one of three “Customer” positions. I was honored when Mac recommended me to fill his position when his term expired, and my service on the Culture Committee that started in January has already been an incredible experience. Recently, however, it was an invitation to a corporate-wide Southwest Airlines event that resonated the most.
It started with my Southwest Culture Committee “buddy,” Kelly Tidwell, telling me that the annual Southwest chili cook-off would be held at the Sandy Lake Amusement Park. She excitedly pointed out that it would be both convenient and appropriate for a member of the Carrollton Police Department to attend the local event. As a parent of an ever-energetic three-year-old, however, the complimentary amusement rides made it a no-brainer! What came next was a surprise – a call from Southwest Headquarters. “Matt, would you be a chili judge for us?” Wow. Now I was really excited. My resume sported all of the top police management schools and a masters degree, but now I had the opportunity to add “chili judge.” Naturally, I eagerly accepted the invitation.
Southwest is well known for their energetic and fun approach to the service they provide. The People of Southwest proudly define themselves as having a “Fun-LUVing attitude.” Even a youtube.com novice can find videos of Southwest Employees doing things that make frowning impossible, often during the sometimes harrowing circumstances that air travel can impose. I assure you that Culture Committee meetings are equally fun and outrageous. (Perhaps to even include the first and last time you will see this Police Lieutenant doing a conga line!) However, it is also important to notice that Southwest Partners do not lose sight of the fact that they are in a serious business. If the stock ticker is not enough of a reminder there are federal inspectors and regulators around every corner. From this perspective I was excited to go to the chili cook-off where it would be all fun and no work, right?
Wrong. Dead wrong.
As I walked into the park with my wife and daughter the environment was strictly party. Outrageous theme outfits, high-stakes bingo, and celebratory music filled the scene. It was like a Company party I had never seen. Then I arrived at the chili judging tent. The large area was carefully hidden from public view and there was strict security at the entry. Once inside I met my fellow judges and a few Southwest Partners responsible for managing the judging. Now don’t get me wrong – we had a good time and everyone was very friendly. However, chili judging was STRICTLY BUSINESS. All of my fellow judges were well credentialed. “I’ve been judging this for 38 years.” “I’ve won the International-Chili-Whatever-He-Said-Association Gold Medal.” “I run chilipodcast.com” Outside of the tent I was a Police Lieutenant walking around the middle of my city. Inside the tent, however, I was severely outgunned by years and years of ground beef and chili powder experience.
Fortunately I quickly found a mentor and he walked me through the basics. Fresh spoon for each chili, seek the texture of the meat first and then the flavor, and be sure to “cleanse the palate” between each chili. Said cleansing process was done with crackers, cheese, or beer. As I eagerly awaited the first chili I remember thinking, “Okay, you’ve got this…taste five or six chilis, fill out the scorecard, and you could possibly pass with this serious crew.” Number one arrived. Not bad, but not perfect. Then the shocker came from my peer next to me: “Only 26 to go!” That’s right…27 Southwest Airlines corporate-wide entries and there was a lot riding on this. The grand prize was essentially pride, but in Southwest, organizational pride is everything.
In the end I made it through the 27 chilis. A quick peek at my scorecard told me that I wasn’t too far off base from the other judges. Had I passed the test? Was I now one of them? My growing confidence in assimilation came to a quick halt when I was asked, “Will you be joining us for steaks tonight, Matt?” I hope my respectful declination was not betrayed by the shock and horror going on in my mind – 27 chilis, cheese, and beer and they are going to go eat more!!! One ride on the tilt-a-whirl with my daughter brought my gastronomical adventure to its very end.
I hope that I will be asked again next year and I’m confident that after a year of my new training program I’ll be able to go enjoy that steak. In the meantime an important lesson has been learned. Just because an organization like Southwest is known for their energetic fun does not mean they approach their business or mission lightly. Sometimes people look at Employees having fun and assume they are just goofing off. Often times, however, during that goofing off a very serious mission is being achieved. Southwest is so accomplished at effectively mingling the two there is even a very serious theme during an event that one would assume is strictly entertainment focused. This serves as a valuable guidepost for the leader who wants to keep his or her constituents engaged and enthused through the energy that is known to be released in humor and fun.
Just in case you didn’t know, papaya extract is great for settling the stomach. Don’t ask me for any, though, because I’m fresh out!