A Day in the Life of a Culture Committee

Southwest Airlines is know for its culture. Anyone who has flown on a Southwest flight probably experienced a fun and efficient few hours "moving about the country". The playful nature of the aircrew coupled with a sense of safety and procedure is unique to say the least. The make flying fun, and for the money we pay for tickets these days it should be.

While the amicable nature of Southwest employees is an external pleasantry it is fueled by an internal culture which fosters the idea of taking care of each other. Southwest culture can be better understood by reading the company's "culture mission" taken from their website. It states:

"Southwest Airlines' number one priority is to ensure the personal Safety of each Southwest Customer and Employee. Beyond this, we follow "The Golden Rule," meaning that we treat each other the way we want to be treated, which is why doing the right thing by our Employees and Customers is so inherent to who we are as a Company. We believe in Living the Southwest Way, which is to have a Warrior Spirit, a Servant's Heart, and a Fun-LUVing Attitude. Within each of these categories are specific behaviors to help us be a Safe, profitable, and a Fun place to work."

Living the Southwest Way includes a project called the Culture Committee. This committee randomly meets the plane at the terminal ramp with a group of SW employees bearing gifts of snacks, drinks, and push-vacuum to help clean up the plane as they prepare for the next flight. Usually, this is the job of the flight crew as the passengers deplane, and on long multi leg flights this can wear on the flight attendants. The act of taking over this responsibility allowing the flight crew to take a load off in between flights just one measure Southwest employs to make life a little more "Fun-LUVing". 

The purpose of the Culture Committee is to remind each employee that they belong to a family who appreciates their efforts. This is always a nice gesture to receive unexpectedly. Anyone who has surprised a spouse with a bouquet of flowers for doing an outstanding job taking care the house, or rewarded an coworker out of left field with a gift certificate to their favorite restaurant for a job well done, or baked some cookies for the mailman who delivers your bills everyday knows the feeling of random appreciation. It is the essence of what makes a family, or a community. It is people looking out for those they work with, live near, or communicate with on a daily basis. And, it feels good to be on the receiving end of such appreciation.

Ideas like the Southwest's Culture Committee reflect the professional values that act as the foundation for the culture of the company. Donald Brown states in his book The Experiential Approach to Organization Development that "a corporate culture gives the whole organization a sense of how to behave, what to do, and where to set the priorities in getting the job done" (pg. 65). You have to walk the talk for a true culture to take hold, and truly caring for those you work with is a good start.

In the Navy, my current employer, we try to instill this concepts in our Sailors. As you grow up through the ranks of leadership it is important to take care of those under your supervision. Rewarding someone with early liberty (time off) or a duty free weekend can really express gratitude for doing the right things and making the right choices. These are especially appreciated when they are unexpected. It shows that you care. I wish this were more of a Navy wide practice, as not all leaders share the same cultural values or beliefs. However, I always tried to take care of those who take care of me. 

I think the underlying message of Southwest Airline's Cultural Committee is that it is important to do little things that make people smile. Out of the blue, unexpected, and random acts of gratitude can really make a difference. Not only does it remind others you are thinking about them, but it fosters a cultural behavior to take care of each other. As I transition out of the Navy I will continue to find ways to show my gratitude and appreciation for those I work with. 

JP