In our client marketing work through my CH Communications partnership, we often talk about how the brand translates to company culture and employee actions. Last week I had to take a last minute trip to Florida. I checked flight costs and schedules and chose Southwest. I hadn’t flown Southwest for years. I stayed away from the airline because I despised the boarding system that was utter chaos. But the flights were cheap and I had to get to Florida fast for an emergency.
Wow was I surprised at the changes in the boarding system. If you haven’t flown Southwest recently, flyers can print out the boarding pass ahead of time (A-B-C with a number). Then there are posts at the gate that correspond. There were even special laptop areas where I could plug in and manage email messages before boarding.
On board the flight crew was attentive, funny and nice. YES I said nice. Recent experiences with other airlines have proven complete the opposite. From grumpy flight crews to attendants checking-in bags. Who needs that! Southwest even chose to hold our flight for 20 minutes so we didn’t leave passengers who were connecting and delayed. Now that’s an idea! Be nice to the customer.
Bottom line, I’m a convert. And I appreciate a brand that actually has employees that exemplify its core messages. Do you and your company?