Herb Kelleher, the CEO says:
‘You have to treat your employees like customers. … When you treat them right, then they will treat your outside customers right. That has been a powerful competitive weapon for us.’
‘We’ve never had layoffs. …We could have made more money if we furloughed people. But we don’t do that. And we honor them constantly. Our people know that if they are sick, we will take care of them. If there are occasions or grief or joy, we will be there with them. They know that we value them as people, not just cogs in a machine.'
Source: John Hollon, Workforce