NUTS!: Southwest Airlines' Crazy Recipe for Business and Personal Success PDF
Preview NUTS!: Southwest Airlines' Crazy Recipe for Business and Personal Success
THEY'RE GOING NUTS OVER NUTS! G61F you're interested in, making your employees and customers raving fans of your business, NUTS! is a must read. Kevin and Jackie Freiberg seven! Southwest’ success ingredients for building a company where ~ people take personal responsibility for legendary customer service. 99 KEN BLANCHARD Coauthor of The One Minute Manager and Emposserment Takes Mure Than a Minute 64Requiréd reading for every entreprenent and aspiring entrepreneur! Its the colorful, brash, exciting, alten amazing stary of how one of the _ counizy’s best managed businesses continues to be outrageously successful yeer aller year while everyone from the top down has 3 blast. 99 SCOTT DEGARMO - Editor-in-Chief and Publisher, Sueress Magazine y of Southwest Aaslines isa9) oe fun to a as itis reader h ines story, told — is undouls dy ancof the snost important lessons aks 6GTF you want to be a winner, read and [earn from NUTS?! It will inspire you and challenge you to create the heart of a champion.99 RUDY TOMJANOVICH Coach of the Houston Rockers 66An original and innovative approach to business, Herb Kelleher and his team are responsible for one of the great success stories of this cenrury. 99 DAVID GLASS President and CEO, Wal-Mart Stores, Inc. 66 NUTS! isa terrific read which chronicles the birth and path ta prami- nence of an extraordinary organization. ‘Ihe Breibergs’ account of this amazing suceess story should be required reading for all managers and directors. 99 RICHARD C. WHITELEY Coauthor of Customer Centered Growth $6Dere to be different! Read this book and you'll lean that it’ all right to be original. Discover the pawer of shating and caring in a loving manner at work. The commitment of the management team to these principles comes through loud and clear. I would have been proud to have been part of this corporation. 99 BETTY SINNOCK ‘Trust Officer, The Havana National Bank Coauthor of The Reandstowm Ladies’ Comamon-Sense Investment Guide GGlIewS Kelleher is an extactdinary man, His lesdership challenges ‘people to grow and care about the people they work with and the - communities they live in, Tt is @ shining example for all leaders. 99 ROBERT H. SCHULLER ‘Founder and Senior Pastor See S€NUTS! will take you ona roller coaster ride of emotions, laughing and crying, as you learn Southwest Airlines’ hot and spicy recipe for success, ‘This exhilarating book is a wonderful weasure of information and inspiration for see ey ee ete) 29 ‘CHIP R. BELL 66 Gives chapter and verse! A well-structured account of how to identify a market niche, jamp on it, and concentrate on its success. An eneour- agement to those who believe that people give their best when you let them have a goand trast them. 39 PIPL-ING. JURGEN WEBER ‘Chairman, Executive Board, Lufthansa German Airlines 664 great book! I loved the recipes. Full of practical advice from one of America’s true success stories. Ithelps the reader get behind the head- lines to truly understand how they pulled ir off-—and continue to pull ir off, Shows how you can goNUTS! and dominate your market. T recom: mend it to anyone and everyone who runs an organization. 99 JAMES A. BELASCO. Professor, San Diego State Universicy “Author of Teaching the Elephant to Dance and Flight of the Buffalo 66An excellent look at a company that shows how the funny line and the bottom line can intersect. There is a lot of love and laughter in the air at ~ Southwest Airlines. NUTS! cracks the code to oxen every is ae ‘of this ot -of-sight company.99 © JOEL coopman ange ig atc oi | this book very informative of fun. to read aboot G6This book is nbont a community of people who experience the joy, fulfillment, and sheer fun of throwing caution ro the wind and themselves into a life of unabashed passion. It’s a crash course on management and entrepreneurship showing what risk twking and ingenuity combined can accomplish. NUTS/ is about people who dare to love and who. in their loving, have found an-aliveness that makes them more fully human. Light reading, but profound content. 99 TONY CAMPOLO Author of Everyibing You've Heard is Wrang and Carpe Diem 66 An inspizing tale of the remarkable results possible when employees are liberated to-take charge of the rales and have fim on the job, Herb Kellelier’s bold innovations stand out from the pack: This down-to-carth book offers valuable lessons about ieee profi oy to all 3 who care about the future of their companies. ee : ~ ROSABETH MOSS KANTER | és s Aer ot re ee ip heng Loca fe ie Sha! HORE): d like to makea power shen IS! Ie dass great job of telling | hee ne es scess story I know. All of us can leat $a vests fiercely the way ir FOREWORD BY TOM PETERS NUTS NUTS! Southwest Airlines’ Crazy Recipe far Business und Personal Success Copyright © 1996 hy Kevin T.. Freiberg and Jacquelyn A. Freiberg. All rights reserved. Printed in the United States of America Permission to reproduce or transmit in any form or by any means, electronic ‘or mechanical, including photocopying and recording, or by an information storage and retrioval system, smust be obtained by writing to the publisher at the address below, Bard Press, Ine. 1515 Capital of ‘Texas Highway South, Suite 205 Austin, ‘lexas 78746 Phone: (512) 329-8373. Fax: (512) 329-6051 Ordering Information “Lo order additional copies, contact your local bookstore or call 1-800-945-3132. Quantity discounts are available, Visit our Web site at www.stillnuts.com. ISBN’ 1-885167-18-0 harleover Library of Congress Cataloging-in- Publication Data Freiberg, Kevin, date Nuis! : Southwest Airlines! eravy recipe for business and personal success / Kevin Freiberg and Jackie Freiberg ; foreword by Tom Peters pe cn Includes bibliographical references and index ISBN 1-885167-[8-0 1. Southwest Airlines Co, 2. Airlines United States—Management. I. Freiberg, Jackie, date, TH. title HE9803.S68F74 1996 387.7'06'573—ae20 96-9718 Credits Executive editor Leslie Stephen Ant director Suzanne Pustejovsky Copyedions Kathy Bork and Jeff Morris Index Linda Webster Toot design Steve Lux Design, San Diego, California Text composition anid pruduction Round Rock Graphies, Round Rock, Texas Flacket design and production GSD&M, Austin, Texas Photos and ituserarions Courtesy Southwest Airlines except as noted Page 363 constitutes am extension of this copyright page FIRST EDITION Hirst printing September 1996 So 3 oo “J Gs eri ‘About the Authors / sxiti Foreword by Tom Peters / Prolague / awit NUTS?... YOU DECIDE / 2 PART 1_ A LEGEND TAKES OFF The Southwast Spirit Is Born GOLIATH MEETS DAVID / 14 The Battle to Get off the Ground ‘THE BATTLE HEATS UP / 28 Innovations Forged in the Fires of Compesision A MAVERICK EMERGES / 36 ‘the Creation of a Corporate Personality PART Il BASICS GONE NUTS Doing Business Basics with a Southwest Twist FLYING IN THE FACE OF CONFORMITY / 48 Dare to Be Disciplined, Reap the Rewards “PROFESSIONALS” NEED NOT APPIY / 64 Hire for Attitude, Train for Skills KILL THF. BUREAUCRACY / 74 Think Small, Act Fast ACT LIKR ANOWNER / 96 Ask Questions, Think Resuiis LEARN LIKE CRAZY / 112 Siretch ta Grow Stay Fresi DON’L FEAR FAILURE / 128 Re Creative, Color outside the Lines
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