I often re-read books that I find illuminating, and happen to be in the middle of re-reading "What Got You Here Won't Get You There" by Marshall Goldsmith. How we did it yesterday is not necessarily how we should do it today. Unfortunately for Southwest Airlines, years of technical debt has slowly but surely caught up to them, resulting in thousands of cancelled flights, untold brand damage, and long term threats to their financial stability.Īs leaders, we must be open to new ideas and ways of operating. Like it or not, almost every company today is a logistics company, a technology company, or some combination of both. In the IT infrastructure space, we frequently discuss the importance of reducing technical debt. Just like with a medical or physical crisis, a PR crisis plan should always be put into place to help ensure every part of the company is on the same page. I love Southwest, especially because of their progressive policies for customers of size and hope they rebound better than ever! But this eye roll moment at best or at worst the last straw for a loyal customer, could have been avoided.
On a more serious note, this is a great example that PR crisis management is not only a "big statement" in national media, but every interaction - from the CEO to the automated marketing email - means something to customers that have just been impacted.ĭon't keep upselling customers that you just screwed over especially when trying to win their business back. I still have my flight back, but this email gave me a chuckle and elicited a "too soon" comment.
So I got a rental car and drove 20 hours over three days (I made it!). Had a trip planned that was two years in the making and "cannot miss". I was impacted by the recent Southwest Airlines meltdown. #technology #leadership #communications #clientexperience #kindness My daughter had a great experience on a Southwest flight last night with a smooth departure as well as an early arrival, led by a stellar team of experts delivering the consistent positive atmosphere the airlines is known for.Ī Shout out to all the #media outlets providing much needed communication during this challenging time. I'm confident one of my favorite airlines is going to bounce back. One of my all time favorite tips.Lead with Kindness. Review your business continuity plan and crisis communication procedures to ensure quick problem solving solutions and effective communications diminishing negative impact.Ĥ. Hire an operational consultant who comes in with fresh eyes to ensure you have the technology tools you need enabling optimization, innovation and growth.ģ. Create opportunities to actively listen to your team of experts on the frontlines of your client experience proactively addressing warning signs of potential issues.Ģ. These issues were amplified due to the lack of communication with talent, clients and even the media.Ī few key lessons to learn from the Southwest challenges as you prioritize your client experience, growth and leadership approach into 2023:ġ. How we bounce back says much about an organization and I'm pulling for #southwest this weekend!!įrequently named one of the best of the best in client experience, Southwest failed miserably over the holidays largely due to operational issues and lack of foundational technology tool implementation vital for all high growth organizations.
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