Do The Right Thing by James F. Parker

"Employees who love their jobs will cause customers to love the company. Employees who hate their jobs will make customers hate the company." That statement sounds so believable and is from the book Do The Right Thing: How Dedicated Employees Create Loyal Customers and Profits.

According to former Southwest Airlines CEO James F. Parker, Southwest Airlines is one of the best in the industry. Southwest Airlines is this way because the leaders put together a good business strategy and implemented. This book reveals some of the nuts and bolts that places the business among the elite.

The title sums up the spirit of Southwest Airlines. The company rely upon employees who deliver exceptional service. There are stories of how employees make traveling fun and enjoyable. The author adds stories that demonstrate how far employees go to succeed. I think the company's commitment to staff certainly paves the way for employees to really work at satisfying customers.

I enjoyed reading about the hurdles Southwest Airlines overcame in the early days as an upstart company and as a mature organization during the aftermath of 9/11. Many people will find this book a good read and practices transferable to their organizations. Those things are: maintaining friendly service, dedicated employees and earning profits.