This is a fantastic video of Colleen Barret talking about leadership and service at Southwest Airlines:
Southwest Airlines gets it. Their priority is:
This is the way it has to be.
My favorite quote from her talk:
“The most important priority that we have is our employees… I spend 85% of my time on employees and on delievering proactive customer service to our employees… They in turn spend their life trying to assure that the secondmost important customer to us, ie. the passenger feels good.”