109 Quotes by Herb Kelleher

The essential difference in service is not machines or ‘things.’ The essential difference is minds, hearts, spirits, and souls.

The tragedy of our time is that we’ve got it backwards, we’ve learned to love techniques and use people.

If you’re crazy enough to do what you love for a living, then you’re bound to create a life that matters.

We have the best customer satisfaction record, based on Transportation Dept. statistics, of any airline in America, the fewest complaints filed per 100,000 passengers carried. So you’re not just getting low fares, you’re also getting wonderful customer service.

Your people come first, and if you treat them right, they’ll treat the customers right.

I’m here to tell you that I am proud of a couple of things. First, I am very good at projectile vomiting. Second, I’ve never had a really serious venereal disease.

You must be very patient, very persistent. The world isn’t going to shower gold coins on you just because you have a good idea. You’re going to have to work like crazy to bring that idea to the attention of people. They’re not going to buy it unless they know about it.

If employees aren’t satisfied, they won’t promote the product we need.

Everybody in Texas would tell me that they thought I was nuts trying to start Southwest Airlines. There probably weren’t 10 people in the state who would have given a plug nickel for our chances of making a dollar. So sometimes, you need a little courage, too, just to buck popular opinion.