Archer’s Post

As my flight landed at Love Field yesterday, I looked out and saw the Southwest Airlines corporate office, where I worked when I graduated from college. I have thought about my employee experience ever since. I am grateful that I learned the importance of employee experience through Herb Kelleher's leadership. He didn’t have a name for it, it wasn’t something he "did," it wasn’t part of his “strategy,” it wasn't a "theme," it is something he "was." “The business of business is people - yesterday, today, and forever. And as among employees, shareholders, and customers, we decided that our internal customers, our employees, came first. The synergy in our opinion is simple. Honor, respect, care for, protect, and reward your employees, regardless of title or position. And in turn, they will treat each other and their external customers in a warm, in a caring, and in a hospitable way. This causes external customers to return, thus bringing joy to shareholders. We believe that our job is not only to provide a far more reliable service at far lower fares, but also to provide a spiritual infusion, an infusion of fun, warmth, hospitality, and diligent servanthood for both employees and our passengers. The intangibles of spirit, in our view, are more important than the tangibles of things. Why? First of all, it's a matter of morality and of ethics. But secondly, from a purely business standpoint, the tangibles can always be purchased. All airlines have airplanes. But the intangibles are far more difficult for competitors to replicate. And unless a company's paying peonage compensation, psychic satisfaction is what employees and even external customers are primarily seeking. If anyone doubts the value of esprit de corps, I suggest to talk with the United States Marine Corps. Esprit gets things done well and fast. Communicate, communicate, communicate and communicate, but not in corporate speak or bureaucratese, which is not only boring, but hardly understandable. Set up employee services and employee care departments, which are constantly in contact with employees who have any professional or personal problems. Show that you value your employees as individuals, not just as workers.” -Herbert D. Kelleher (1931-2109)  

A perfect example of enabling your employees to step outside of their day-to-day to provide customers with memorable "Peak Moments." This moment is ad hoc, but the book "The Power of Moments" also talks about the importance of 'designed' moments that 'wow' customers and leave an impression... highly recommend the read! #ThePowerofMoments #CustomerExperience

“Thank you for choosing Southwest Airlines, this is Manzel how can I assist you? 💙❤️💛” Okay😅, while I will leave the ticket handling to our SWAmazing Customer Service Cohearts, learning more about our Operation is always a great way to begin the day 🍩☕️. One of the great things I learned about being in Aviation these last five years is the world is forever changing, forever evolving, and within that – we will always be SOARING to meet the needs for our Customers, no matter what modifications may come our way ✈️. Despite the odds, what keeps us going is our Smile. As little as it may seem, having a positive outlook can be groundbreaking, life changing, not just for YOU; but for those around you. A smile is what keeps us at Southwest going, and most importantly – Hospitality is FREE 💰! 🔹️ Development is super important, no matter what level you are in your career. Stepping out of your confront zone is what helps you grow, even if it means working our gates, and providing directions to our Customers. ➡️ Remember, a mistake does not make you in the wrong; but an area of opportunity to gain a skill you may thought you never had💯. #motivation #recruiting #development #careers #aviation #networking #opportunities #letsconnect #recruiter #hospitality #culture

Delta Air Lines has once again been certified by Great Place to Work as a top employer! When employees were asked what makes Delta special, one of the most common words used was “people.” This fills me with pride because our people truly set us apart and make the #DeltaDifference. Read more on Delta’s page on Great Place to Work’s list of certified companies. #DeltaAirLines #DeltaCareers #DeltaProud

While traveling through Bradley International Airport at the early hour of 5:00am, an unexpected sight caught my eye and brought a genuine smile to my face. Amidst the standard airport scenery, the Southwest Airlines counter stood out with its vibrant Easter-themed decorations. The team had adorned the area with balloons, paper crafts, and colorful decorations, injecting a much-needed dose of holiday cheer into the travelers' morning. This thoughtful gesture from Southwest Airlines highlighted their ethos of going against the grain in the airline industry, a philosophy that sparked a moment of reflection on our approach at Modern Mindset Development, LLC. Similar to Southwest, we tackle everyday business challenges with a fresh, innovative lens. Utilizing Quickbase, we craft custom business applications designed to enrich our clients' operations. By equipping team members, decision-makers, and individual contributors with comprehensive and actionable insights, we unlock new levels of value and performance. It’s these moments of unexpected delight, whether in an airport or in our work, that remind us of the importance of adding a personal touch and thinking differently. At Modern Mindset Development, we’re committed to transforming the digital landscape for our clients, much like Southwest Airlines transforms the travel experience, by prioritizing innovation, insight, and a touch of joy in everything we do. #Innovation #CustomerExperience #ModernMindsetDevelopment #Quickbase #TransformingBusiness

Enhancing regional industry connectivity is the key to mitigating inconsistencies in information flow, procedures, and infrastructure, ultimately leading to improved outcomes for everyone involved. We are thrilled about the ongoing development of our National Cruise Strategy, as it promises to foster stronger industry connections and drive positive, collective progress." 🤝🚢 #CruiseIndustry #NationalCruiseStrategy #StrongerTogether #NZtourism

The Importance of Caring Deeply and Effective Communication One of Magellan Jets' core values is caring deeply. Shortly after I started, Anthony Tivnan one of our Founders and President gave me some invaluable advice: "Remember, we are dealing with two things that are not perfect...People and Planes. There will be mistakes and mechanical issues that will cause delays or cancellations of flights. Your success or failure in this business will be based on how you communicate and handle these situations." Last week, I received a call from a family looking to leave Nantucket on a private jet after being fogged in on Sunday. After booking their trip, I decided it would be a good idea to take the ferry to the island first thing in the morning to see them off on their first flight with Magellan Jets. However, things didn't go as planned. The first jet had an issue and had to be grounded. By the time I arrived on the island, the second option also had a mechanical issue, and we were now searching for our third option. Despite these setbacks, I kept the family updated regularly and worked tirelessly to find a solution. Before heading back on the ferry, the client looked at me and said, "The fact that you took the time to come over to the island, kept us updated regularly, and worked so hard on our behalf...we will never fly with anyone else." Receiving this feedback in their post-flight survey (pictured below) was incredibly rewarding. This is a perfect score! This experience reaffirmed the importance of both caring deeply and effective communication, especially in challenging situations. It's not just about providing a service; it's about showing our clients that we genuinely care about their experience and are committed to making it the best it can be. Of course this cannot be accomplished without the rest of the Magellan Jets team supporting me. Special thanks to Katherine Betts Sean Dooley Paula Feris #OneTeam for being there with me throughout the process. #MagellanJets #CustomerService #CoreValues #PrivateAviation #CaringDeeply #Communication #ClientExperience #LiveYourBestLife #OneTeam #PurelyPrivate

✈ The journey of air travel: From the hustle of check-in at the airport to the thrill of landing at the beautiful destination.   While it's a symphony of moving parts working seamlessly to transport us to new horizons, there's a world of challenges behind the scenes - turbulence we're equipped to tackle head-on.   ✔ Optimal belting performance for every application to address specific challenges such as baggage loss. ✔ Reduced maintenance costs with longer life belts and minimized downtime. ✔ Energy costs cut by up to 45% and reduced carbon emissions without compromising performance.   To learn more, visit https://lnkd.in/eEYgs_3h   🛫 Where are you flying to this summer? Let us know in the comments!   #Airport #Efficiency #Energysaving

15 y 16 ONE OF THE MOST NOTEWORTHY SUCCESS STORIES I’VE COME ACROSS RECENTLY IS THAT OF SOUTHWEST AIRLINES AND HERB KELLEHER, WHOM I MENTIONED IN THE CHAPTER ON THE LAW OF CONNECTION. THEIR STORY IS AN ADMIRABLE EXAMPLE OF THE LAW OF VICTORY IN ACTION. TODAY SOUTHWEST LOOKS LIKE A POWERHOUSE THAT HAS EVERYTHING GOING FOR IT. IN THE ROUTES WHERE IT FLIES, IT DOMINATES THE MARKET. THE COMPANY IS ON A STEADY GROWTH CURVE, AND ITS STOCK PERFORMS EXTREMELY WELL. IN FACT, IT IS THE ONLY U.S. AIRLINE THAT HAS EARNED A PROFIT EVERY YEAR SINCE 1973. EMPLOYEES LOVE WORKING THERE. TURNOVER IS EXTREMELY LOW, AND THE COMPANY IS CONSIDERED TO HAVE THE MOST PRODUCTIVE WORKFORCE IN THE INDUSTRY. AND IT’S EXTREMELY POPULAR WITH CUSTOMERS; SOUTHWEST GETS CONSISTENTLY SUPERIOR CUSTOMER SERVICE RATINGS.

Life is about waiting. Even with our best laid out plans, itineraries, scheduling, etc., we spend much of our time just waiting. “There is a life lesson in learning the art of waiting” Check out my latest post on "The Waiting Room" at https://lnkd.in/eSzdr3ae #bestlife50 www.bestlife50.blog