by Carol Haddock
It was 5:55 am as I pulled into the parking lot of Southwest Airlines Headquarters. Although as a Customer-Member of their Culture Committee I had been there many times. I could already feel the excitement in my body. I was there to meet with our Dallas Servant Leadership Learning Community and I headed towards the front lobby. This is where it all started; the front doors were still locked, so I used the phone to call security. Here is the great Customer Service that Southwest is known for. “I am so sorry please come on in”. I drop off the seminar boxes as Miss Gwen is arriving to start her day. “Hi Miss Carol…“What are you doing here today? It is so good to see you again”. I explained what was going to be happening as she is printing off my name badge. There were two men working in the lobby repairing the main staircase. I joked with them, “Please don’t change the staircase. I have just learned how many balloons it takes to cover that for Hero’s of the Heart celebration”. We laughed and they shared what they were repairing.
It wasn’t long before our Southwest Host, Charlyn, walked into the lobby. We shared a hug and she offered to help with my boxes and to come on back to the University for People Department. I declined and shared I would wait for my AMCA team to arrive. Charlyn went down to check that everything would be ready for us, and after a short while came back to check on me again. We shared some details about the session, and once again she offered to help me. I suggested she go check in on her own department and we would be fine. I was sitting in the newly decorated lobby enjoying watching as people started to arrive for the day. We were all sharing “Good Morning” and lots of smiles. I recognized so many of them after spending many years on the Culture Committee it does feel like family. We joked that I should have a SWA badge not a visitor’s pass. The AMCA team arrived and were also welcomed by Miss Gwen, who does a remarkable job of greeting every Employee and Guest who walks through the main lobby.
Our journey begins as we headed down the hall of memorabilia. I don’t care how many times you walk this hallway; there is always something you haven’t seen before. Walking towards the University for People Department we noticed passing Employees were wearing their red shirts to honor our troops and to celebrate Spirit week. We were welcomed by their smiles and “good mornings”. We walked into the University for People and were showed where we would be setting up for our session. Marji and other SWA Employee’s were coming in and out offering their help. Catering arrived and set up the breakfast… we were ready for our SLLC members to arrive. And they did, each excited to be at Southwest Airlines and Colleen Barrett coming as our speaker. We shared breakfast and the meeting started at 8:00 am. (Please check out our Web Site SLLC 9-30-11 for details on the meeting) Colleen’s red chair was set at the front of the room and as she headed that way people started to ring the cowbells (a special symbol of encouragement from Colleen’s mother) that we had placed on the tables. Colleen shared wonderful stories with us and invited us to ask questions, she spoke for 90 minutes, and other than the questions being asked and the laughter for her stories, there was silence in that room. I think she could have talked all day… our group just Luved her!
Alas the meeting came to an end and some of us shared a lunch at the Landing. But still heading back to our cars, we were thanked for be there and I was still receiving hugs from people I know and have come to call my Southwest Family.
“We have used a number of coaches, facilitators, and consultants through many years at Bridgeway. Sadly, too many have been considered ‘the flavor of the month,’ a fad without staying power. Ann McGee-Cooper and Associates partners with us, focusing creatively and intentionally on a small number of clients to ensure servant leadership really ‘takes.’ I've never before experienced the breadth of team leaders saying ‘this is the best thing we've done.’ From helping create a powerful tool chest of communication tools to individual executive and team member coaching to specific problem-solving, AMCA has already added significant target in the first year.”