Uploaded February 2019 | Updated September 2026, 3 weeks ago
Two Leaders: Herb Kelleher (Founder) / Gary Kelly (President & CEO)
Nice-looking shirt there! Fantastic shirt! Boy, you have good taste!
Change:
I'm a natural with this!
Yeah! Me too! Allow me to take the first card since it has my name on it. I know everybody wants to know, if you said “if you don't change you die”. I know you did.
I did!
But, how do you _______________ to employees concerned about change?
Well, when I talk to employees about change, what I tell them basically is; that __________, “If things change faster outside your company than they change inside your company, you've got something to worry about”.
You know, what we're talking about here is your future. If we don't change, you won't have one.
What will Never Change?
What will never change in your opinion about Southwest Airlines and how to run?
The _____________ of Southwest Airlines is its people. The _____________ of our people strength is the culture. And certainly Southwest enjoys a culture of people who enjoy what they do, they work very hard to be the very best in the world at it and have a long track record of _____________________ that.
As change happens, I think they work very hard to make sure that we continue to ________ our customers very, very, well.
I think even if we wanted our employees to stop serving our customers, I just don't think that they can do that so.
It’s in their hearts!
It’s in their hearts!
Leadership
What does leadership mean to you, Gary?
It was the leaders that I really appreciated the most, were the ones that convinced me that they cared about me.
Right
As an individual. And you just have such a _____________ for doing that, because you do _________________ care about people.
Thank you!
So, it means a number of things, but mostly to me I think, it just means caring about people.
Two Leaders: Herb Kelleher (Founder) / Gary Kelly (President & CEO)
Nice-looking shirt there! Fantastic shirt! Boy, you have good taste!
Change:
I'm a natural with this!
Yeah! Me too! Allow me to take the first card since it has my name on it. I know everybody wants to know, if you said “if you don't change you die”. I know you did.
I did!
But, how do you _______________ to employees concerned about change?
Well, when I talk to employees about change, what I tell them basically is; that __________, “If things change faster outside your company than they change inside your company, you've got something to worry about”.
You know, what we're talking about here is your future. If we don't change, you won't have one.
What will Never Change?
What will never change in your opinion about Southwest Airlines and how to run?
The _____________ of Southwest Airlines is its people. The _____________ of our people strength is the culture. And certainly Southwest enjoys a culture of people who enjoy what they do, they work very hard to be the very best in the world at it and have a long track record of _____________________ that.
As change happens, I think they work very hard to make sure that we continue to ________ our customers very, very, well.
I think even if we wanted our employees to stop serving our customers, I just don't think that they can do that so.
It’s in their hearts!
It’s in their hearts!
Leadership
What does leadership mean to you, Gary?
It was the leaders that I really appreciated the most, were the ones that convinced me that they cared about me.
Right
As an individual. And you just have such a _____________ for doing that, because you do _________________ care about people.
Thank you!
So, it means a number of things, but mostly to me I think, it just means caring about people.
