Thanks to Charlyn Grijalva and her team at Southwest Airlines for welcoming us to their University for People rooms and the bountiful breakfast!
After everyone had checked in and received a copy of Colleen’s book, Lead with Luv, Homa Lewis welcomed the group. She reflected that it was appropriate for her to start the program since an SLLC session was the first project she handled and now it would be her last program as she leaves AMCA for an opportunity to tie the different threads of her life together. She paid tribute to Gerald Johnson of Celebration Restaurant for his welcoming attitude and warm heart; Gloria Bailey of Collin County CSCD for her friendliness and fun-loving spirit; and Carol Haddock of AMCA for being someone who personified love and caring of others. Then Ann McGee-Cooper reviewed the history and the purpose of the SLLC. Ann also noted this would be the last session in which Matt Kosec would serve as an AMCA, Inc. Adjunct Partner, allowing him to focus on his duties as a soon to be appointed Deputy Chief of Police with the City of Coppell. Matt led the group in the check-in where each person shared his/her personal journey of servant leadership and one thing he/she “Luved” about Southwest Airlines. The stories ranged from how warm and friendly the Employees are, to the “family art” in the hallways, to finding a car in a parking garage, and to being allowed to wear hot pants. The stories were a perfect lead-in to the chat with Colleen Barrett, President Emeritus of Southwest Airlines.
Colleen, after threatening to cut the necktie of Joel Payne (unabashedly considering Joel is an armed Police Sergeant), shared stories about the importance of empowering and trusting Employees to “do the right thing” (which can’t be mandated by a policy manual) when taking care of Southwest’s Customers. She highlighted many differences between Southwest and their competitors, noting that the Culture of Southwest cannot be mandated or imported via a program; it is a way of being. Colleen emphasized that there should be no difference in how an organization treats their people internally as they do their Customers. At Southwest, there is no difference in applying the “Golden Rule” between peer or Customer. Colleen told a very poignant story of how five Employees bent some rules to help a grandfather reach the bedside of his dying grandson. She stressed how Southwest is truly a family that encourages Employees to grow into their greatness. The stories told by the Southwest People in the room were testaments to this sense of family, belongingness, and community.
After the break, members gathered in dialogue circles to share their reaction to Colleen’s message and how it might apply to their own organizations. The questions listed under the Agenda were a jumping off point for most of the groups. As a check-out, each group had a spokesperson who shared the important points of the group. Some of the highlights of the dialogue refined by each group included:
- The value of “Straight Talk:” You owe nothing less to the people you presume to lead.
- The power of formal leaders (and really anyone) admitting their vulnerabilities and weaknesses.
- The importance of holding ourselves accountable, especially in the form of not leaping onto assumptions until we have taken the time to gather all information. In doing so we can help others grow instead of simply blaming.
- Colleen’s message is consistent, regardless of audience. Good leaders know what they stand for that the message stays consistent. This builds trust and consistency within the organization.
- Doing the right thing is more important than doing it the right way (as in the policy manual). Elizabeth Mata highlighted this with a catering story in which she did the right thing.
Feedback forms were handed out and then everyone was invited to eat at The Landing, and enjoy being part of even more of the great hospitality that defines Southwest Airlines!
For the Agenda and more information about the morning, go to SLLC 9.30.2011
“Ann McGee-Cooper and Associates are a perfect 'fit' for our organization because they live and breathe the Servant-Leadership philosophy. The concept of Servant-Leadership is not new to Southwest Airlines. Our Leaders are passionate about taking care of our Company, and they understand that the best way to do this is to serve others. Ann McGee-Cooper and Associates have become a partner in learning for many of our Employees through the motivational and uplifting presentations they make to our Culture Committee members.”