It demonstrates the power of something if what it stands for inspires people to care so much that they in turn take onus upon themselves to see it grow and develop into something great. Herb Kelleher started with a plan on a napkin and translated it into millions of dollars worth of success built on 'integrity, guts and nuts.' The main concept of Southwest Airlines is repeated throughout the book, and this to treat your employees with care and concern if that is the way you want them to treat each other and your customers.NUTS!


Someone who is thinking like an owner would ask "If this were my company, how would I handle a customer in this situation?" Ownership is about caring, becoming fully engaged in the active pursuit of objectives.





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