Southwest Airlines 1995 Annual Report Download - page 12

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12
SECRET NUMBER 4
Treat Customers like guests.
Southwest Airlines has won the annual Triple Crown four times:
Highest Customer Satisfaction. Best Ontime Record. Best
Baggage Handling. That should wake up those other guys.
“The secret is so simple, most companies overlook it. Treat
your Customers like you’d like to be treated.”
Colleen C. Barrett
Executive Vice
President-
Customers
In 1995, Southwest Airlines won the annual Triple Crown for our fourth
consecutive year: Highest Customer Satisfaction, Best Ontime Record, and Best
Baggage Handling. Southwest was specifically built to meet the needs of our
shorthaul Customers, and that’s exactly what our Employees do! We provide
affordable, safe air travel, and Positively Outrageous Service.
In 1995, for the fourth straight year, we had the best Customer complaint record
of any major U.S. airline. Our Employees consistently deliver high-quality
Customer Service in a friendly, caring, and enthusiastic manner. In short, we
treat our Customers like guests. Southwest was built with the shorthaul
Customers’ needs in mind, and our unique marketing and operating strategy
facilitates this exceptional service. Our quick and simple ticketing and boarding
procedures, as well as our inflight services, were designed to deliver what the
shorthaul Customer wants: the lowest fares; frequent, conveniently timed flights;
and outstanding Customer Service. In addition, we offer a generous Company
Club program that rewards our frequent flyers with free trips. Our Customers
simply luv it!
Our unique operating strategy also facilitates our number one ranking in ontime
performance. The combination of efficient aircraft scheduling; careful selection
of airports served; quick and efficient ticketing and boarding procedures; and our