Comments on: Southwest Airlines: In a Category of Its Own http://www.jetwhine.com/2008/10/southwest-airlines-in-a-category-of-its-own/ Aviation buzz and bold opinion Sat, 04 Feb 2012 16:27:05 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Joe http://www.jetwhine.com/2008/10/southwest-airlines-in-a-category-of-its-own/comment-page-1/#comment-49917 Joe Thu, 04 Dec 2008 15:01:09 +0000 http://www.jetwhine.com/2008/10/southwest-airlines-in-a-category-of-its-own/#comment-49917 More companies (not just airlines) need to take a good long look at how Southwest does business. It's frankly surprising more don't because Southwest is unique in many respects. Many companies tend to forget about the customer. Yes, you heard me right ... they forget about the customer. Focus is lost and companies start spending more time and resources creating spaghetti which eventually turns into big balls of spaghetti. I think a major reason for this is company ownership. When you own the company delivering a service or product, amazingly, that customer becomes much more important. Creating big balls of spaghetti is not longer important because, hey, those customers which actually hand over cash to us to provide them with something other than big balls of spaghetti will actually hand us even more cash tomorrow and next week. As a result, we should take care of those customers and actually deliver what they want. More companies (not just airlines) need to take a good long look at how Southwest does business. It’s frankly surprising more don’t because Southwest is unique in many respects.

Many companies tend to forget about the customer. Yes, you heard me right … they forget about the customer. Focus is lost and companies start spending more time and resources creating spaghetti which eventually turns into big balls of spaghetti.

I think a major reason for this is company ownership. When you own the company delivering a service or product, amazingly, that customer becomes much more important.

Creating big balls of spaghetti is not longer important because, hey, those customers which actually hand over cash to us to provide them with something other than big balls of spaghetti will actually hand us even more cash tomorrow and next week.

As a result, we should take care of those customers and actually deliver what they want.

]]> By: Brian Lusk http://www.jetwhine.com/2008/10/southwest-airlines-in-a-category-of-its-own/comment-page-1/#comment-43717 Brian Lusk Tue, 07 Oct 2008 12:50:48 +0000 http://www.jetwhine.com/2008/10/southwest-airlines-in-a-category-of-its-own/#comment-43717 Rob, We are so glad that you were able to make it down here for Media Day. It was great talking with you. Brian Rob,
We are so glad that you were able to make it down here for Media Day. It was great talking with you.
Brian

]]> By: Ron http://www.jetwhine.com/2008/10/southwest-airlines-in-a-category-of-its-own/comment-page-1/#comment-43695 Ron Tue, 07 Oct 2008 08:36:16 +0000 http://www.jetwhine.com/2008/10/southwest-airlines-in-a-category-of-its-own/#comment-43695 I will be interested to see how Southwest fares once their fuel hedges run out. I will be interested to see how Southwest fares once their fuel hedges run out.

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