Every square inch of the wall space in its five-story Love Field headquarters is covered with photos and momentos of employee gatherings and celebrations. Southwest is a cause, not a career says Colleen. They offer people a chance to be themselves, not to be robots. They believe that when you give people the trust they need to do their jobs well, they will succeed. They only take the trust away when they show they cannot be trusted.
Every employee hears from Southwest one way or another at least five times per year.
Recognition must in someway close the gap between employees and management or they would not be spending this much effort on the process. They culture is set up around a very simple structure. They are to do what it takes to get things done. They are able to do this because they are given the latitude they need to do their jobs well. Southwest employees are encouraged to bend or even break the rules to help customers.