Herb Kelleher and Servant Leadership

Dallas icon and retired airline executive Herb Kelleher died last week.  If you do not know his name, you are sure to know the name of the airline in co-founded: Southwest.  It was his vision and spirit that gave way to low-cost air travel.  Herb was not only a creative, hands-on executive, he was a colorful character.  He was a chain smoker whose beverage of choice was Wild Turkey on the rocks.  Under his leadership Southwest grew from a regional carrier connecting three Texas cities to our country’s largest airlines.  Southwest Airlines is also consistently ranked as one of the best places to work.  They also are known for great customer services and having fun along the way.

My first contact with Herb Kelleher was in 1995.  At that time I was on the staff of the Texas District of the Lutheran Church Missouri Synod (LCMS).  I was an assistant in the area of education and youth ministries.  I spent a lot of time on the road, most of it in Texas.  I became a Southwest Airlines frequent flyer.  On a particular Friday afternoon I was trying to catch a flight to Houston for a Saturday training event.  Love Field on a Friday is naturally hectic but on this day weather had really backed things up.  I arrived at the gate to find a long line at the gate.  The two customer service agents were doing their best to check people in but travelers were beginning to get frustrated.  Like magic, out of the crowd strolled Herb Kelleher.  He stepped behind the counter, planned a kiss on both female agents and then joined in checking passengers in.  After a few minutes things were under control and Herb turned to leave only to find amazed passengers waiting to shake the hand of the man who saved the day.  “I don’t have time,” Herb announced.  “It’s Friday and we are busy.”   Off he was to solve another problem.  It was the ultimate example of servant leadership.

In my mind that is Herb’s greatest legacy.  While he was a visionary, he was also hands-on executive.  He not only was visible in the terminal pitching in but on the tarmac loading luggage.   Herb retired in 2008 but readily admitted, “I’ve flunked retirement.”  He still maintained an office at the Southwest headquarters. 

That is what I learned from Herb Kelleher.  Be involved, stay active and make sure everyone feels welcome and appreciated. And no leader is too big to be a servant.