Over and Above

Today I am going to talk about three companies who go over and above on their customer service, how they value their employees and who are run by inspiring leaders. The three companies are Zappos, Southwest Airlines and Tom's Shoes (FYI - Tom stands for tomorrow abbreviated).

I have forwarded videos and articles on Tony Hsieh who leads Zappos and the culture he has created so I don't think I need to say much more although I encourage people to go to their web site and simply peruse the site, especially the area of "who they are". Great company, young compassionate leader.

Southwest Airlines just appreciates their people and they hire people who fit into the culture they have created which is to take care of their customers and have fun in the process. Yes they have to get serious at times and deal with issues but they do it diplomatically and if there is a problem, you can go higher up to get resolution which doesn't happen very often. They are efficient, turn the planes quickly because the flight attendants clean up the cabins, your luggage gets there when it should and if not, they handle it. Bottom line, you know what to expect when you fly Southwest. They don't charge for the first bag and they don't charge if you have to change your flight (go to the website for more clarity on this). They have kept their business plan simple in the type of plane they fly (737s), the friendly staff, the snacks they give out, the boarding process, how you book - which is directly with them, no seat assignments, etc. My favorite airline although going cross country, probably not going to fly them as I know their limitations.

Tom's Shoes - a for-profit company whose policy it is to give a pair of shoes to the less fortunate for every pair they sell.  Innovative leader in Blake Mycoskie. Now is doing the same with eye wear and sun glasses. Hugely successful, well run, knows the value of helping others.