You don't hire for skills, you hire for attitude. You can always teach skills.
Herb KelleherRead
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.
Interpretation
What this quote means
Prioritizing employees leads to customer satisfaction, benefiting shareholders.
Herb Kelleher's quote emphasizes the importance of employee well-being in the service industry. When employees feel valued and motivated, they provide better service to customers, resulting in higher customer satisfaction and loyalty. This loyalty ultimately benefits shareholders, demonstrating that a focus on employee happiness creates a positive cycle of success in business.
Themes
EmployeesMotivationCustomersSatisfactionShareholdersBusinessSuccess
In practice
Example use cases
This quote could be used during a company meeting to emphasize the importance of employee satisfaction.
More from Herb Kelleher
All quotes →To be an excellent leader, you have to be a superb follower.
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You [the employees] are involved in a crusade.
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If you're crazy enough to do what you love for a living, then you're bound to create a life that matters.
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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 KelleherRead
The business of business is people.
Herb KelleherRead
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