It’s practically a given that Southwest knows how to handle itself in good times and in bad—yesterday’s electronic customer service breakdown that hobbled passenger and luggage check-ins was one of the bad.
Each year, we survey thousands of team members to gauge their satisfaction with internal communications.
I love to learn from other people and I’ve always believed I get more from the relationship than I give. Mentoring younger folks keeps my eyes fresh.
In incident management, just as in emergency medical care, what you do in the first 60 minutes, or the Golden Hour, often determines whether your event remains manageable or erupts into a full-blown crisis.