Servant Leadership: Southwest Airlines

Innovative leadership, excellent management of non-human resources and a clear vision have all been essential elements in Southwest Airlines’ success. But for all the accolades the airline has received, they remain focused on their excellent treatment of employees and customers. In this video, former Southwest president Colleen Barrett discusses why the airline exercises the servant leadership model and prioritizes taking care of its own before it takes care of others.

What is servant leadership?

Servant leadership is the practice of looking after others, or serving them, instead of just looking after what’s best for the organization. Managers who embody the servant leadership style spend much of their time tending to the best interests of their employees. By focusing on the needs of others, they establish authority and likeability because they create positive change in the lives of those around them.

Benefits of the servant leadership model

Who is more likely to excel at their job and go the extra mile – a happy employee or an unhappy one? The happy one, of course. Those who are pleased with their role and feel they are valued are more willing to contribute to the company mission. They aren’t just happier people because their bosses treat them well, although that’s a large portion. They also feel a deeper connection to the company and are more determined to see it do well.

Managers who practice servant leadership often remark that employees are the most important customers. Making the actual customer the second-most important person in the business world may seem counter-intuitive, but placing them just below the employee delivers rich benefits.