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Herb Kelleher and Southwest Airlines Proves It One of the seven strategies in “The Amazement Revolution” is Walk the Walk. That means that you don’t say one thing and do something else.  You are genuine and what you see is what you get. One of the role-models in this strategy is Herb Kelleher of Southwest Airlines. If you’ve been reading the Shepard Letter or any of my past books, you know there has always been an emphasis on internal service.  The Employee Golden Rule, as I call it, is to treat employees the way you want the customer treated – maybe even better.  Herb Kelleher and Southwest are model examples of that rule in action. (more…)

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