The essential difference in service is not machines or 'things.' The essential difference is minds, hearts, spirits, and souls. Herb Kelleher More Quotes by Herb Kelleher More Quotes From Herb Kelleher Think small and act small, and we'll get bigger. Think big and act big, and we'll get smaller. Herb Kelleher growth inspirational thinking If you create an environment where the people truly participate, you don't need control. They know what needs to be done and they do it. And the more that people will devote themselves to your cause on a voluntary basis, a willing basis, the fewer hierarchies and control mechanisms you need. Herb Kelleher leadership people needs We have a strategic plan. It's called 'doing things'. Herb Kelleher hipster business inspirational Your employees come first. And if you treat your employees right, guess what? Your customers come back, and that makes your shareholders happy. Start with employees and the rest follows from that. Herb Kelleher egomania treats firsts Positions and titles mean absolutely nothing. They're just adornments; they don't represent the substance of anybody. Every person and every job is worth as much as any other person and any other job. Herb Kelleher titles jobs mean You don't hire for skills, you hire for attitude. You can always teach skills. Herb Kelleher teach skills attitude If the employees come first, then they're happy. A motivated employee treats the customer well. The customer is happy so they keep coming back, which pleases the shareholders. It's not one of the enduring green mysteries of all time, it is just the way it works. Herb Kelleher airline-business green way We will hire someone with less experience, less education, and less expertise, than someone who has more of those things and has a rotten attitude. Because we can train people. We can teach people how to lead. We can teach people how to provide customer service. But we can't change their DNA. Herb Kelleher dna attitude people You must be very patient, very persistent. The world isn't going to shower gold coins on you just because you have a good idea. You're going to have to work like crazy to bring that idea to the attention of people. They're not going to buy it unless they know about it. Herb Kelleher crazy people ideas If you're crazy enough to do what you love for a living, then you're bound to create a life that matters. Herb Kelleher crazy enough matter I'm here to tell you that I am proud of a couple of things. First, I am very good at projectile vomiting. Second, I've never had a really serious venereal disease. Herb Kelleher vomiting disease couple Your people come first, and if you treat them right, they'll treat the customers right. Herb Kelleher treats people firsts The important thing is to take the bricklayer and make him understand that he’s building a home, not just laying bricks. Herb Kelleher bricks important home A company is stronger if it is bound by love rather than by fear. Herb Kelleher company stronger leadership Treat your employees like customers. Herb Kelleher employee hustle treats Leading an organization is as much about soul as it is about systems. Effective leadership finds its source in understanding Herb Kelleher understanding organization soul If employees aren't satisfied, they won't promote the product we need. Herb Kelleher employee satisfied needs I've found that many of the greatest ideas surface in bars because that's where many people cultivate inspiration. Herb Kelleher inspiration people ideas If the Wright brother were alive today Wilbur would have to fire Orville to reduce costs. Herb Kelleher humorous brother fire I learned it by doing it, and I was scared to death. Herb Kelleher life-death life-lesson scared
