True story #1: The customer isn’t always right.

A belligerent customer jumps the line at a crowded Southwest airlines ticket counter. When the agent politely asks he take his place in line, the man bellows back “Do you know who I am?” …at which the agent calmly announces into the PA mic “we have a gentleman here who does not know who he is. If anyone can come and identify him please do so.” The man, purple with rage, yells “screw you!”…

To which the agent replies, “You’ll have to stand in line for that as well, sir.”

Earning laughter, applause, appreciation–and loyalty—from passengers assembled.

Note: Southwest Airlines ranks among the top 50 US companies on the Corporate Social Responsibility Index (CSRI) developed by Boston College. The only airline on the list.

True story #2: Put it in writing.

We whisk you to another airport, another company, another winning culture:
At a Nordstrom’s department store, a customer rushing to catch a flight inadvertently leaves her airline ticket on the counter. Her sales associate immediately phones the airline to ask if they can replace the ticket. Upon hearing ‘no’ her response was ‘go.’ The salesperson jumped in an Uber, rode to the airport & returned the ticket in time for the customer to catch her flight.

Heroics accounted for right there in the Nordstrom Employee Handbook. The entirety of which fits on a single 5×8 index card that reads:
Rule #1: “Use your best judgment. There will be no additional rules.”

Note: Compared to industry averages, Nordstrom earns double the sales per square foot of retail space. At 74%, Nordstrom has among the highest rates of CSR employee participation for a company its size.

The Halo effect.

Success stories all the more remarkable for the struggling industries represented. Testament to a motivated, kick-ass workforce as an organization’s immune system response that can withstand crisis, business cycles & commoditization.

Even pandemics.