The Unexpected Power of Individual Impact
I just flew from Austin, Texas to Baltimore, Maryland for my daughter’s lacrosse tournament. My wife booked the flights, so I didn’t intentionally choose Southwest — it just worked best for the trip.
After everything that’s been happening with flight cancellations and the headlines about Southwest’s transformation, I’ll admit: my expectations were modest.
The airport was calm. The flight was on time.
Nothing special — until the safety briefing started.
That’s when Kenneth Harrison, one of the flight attendants, got on the mic and said:
“If you have to make a choice of which child to save, pick the one with the most potential.”
The whole plane erupted. It was hilarious. And in that moment, I thought to myself:
“There it is. That’s the Southwest I remember.”
One Employee Can Change Everything
Kenneth didn’t just make people laugh — he reminded everyone of why people loved flying Southwest in the first place.
He delivered humor with heart. Professionalism with personality. And he made a 3-hour flight feel lighter, warmer, and human again.
Here’s what struck me:
Amid all the operational and financial challenges Southwest is facing, culture still shows up — but through people.
Policies shift. Processes change. But one employee who decides to bring energy, humor, and empathy to the job can absolutely change the experience — and sometimes, even the brand perception.
Culture Is Fragile — and Contagious
Culture doesn’t live in a mission statement.
It lives in the everyday actions of people like Kenneth — the ones who still choose to care, even when it’s easier not to.
During tough transformations, culture is the first thing that slips.
It’s hard to stay upbeat when you’re short-staffed, when leadership is under pressure, or when customers are frustrated.
But people like Kenneth prove something important:
Culture isn’t sustained by slogans. It’s sustained by choices.
Every company going through change — not just Southwest — needs to remember that the front line isn’t just executing the experience.
They are the experience.
🔑 The CX Lesson
Leaders spend millions trying to “fix culture.”
Sometimes, the best reminder that it’s still alive comes from one employee with a microphone, a smile, and the courage to be authentic.
So here’s to Kenneth — and to everyone like him who chooses to be the heartbeat of their organization, even when times are tough
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