Spiderman PJs on Southwest Airlines = Happy Employees

On a recent flight, the air hostess announced if Mr. Smith would ring his call button. When he did, they said that his hotel had called, they have found his Spiderman pajamas. Everyone laughed as the forty something Mr. Smith turned red. His colleagues who were sitting next to him high-fived each other and the hostesses who made that announcement. Eventually, the air hostess brought a crown made out of peanut pouches and coffee stirrers for Smith's boss who had requested for this joke. I had just witnessed the happy / proud employees of Southwest Airlines.

So the next time Smith & his boss flies, guess which airlines they would rather be on.

Image courtesy: http://www.retroist.com/wp-content/uploads/2008/04/spider-mans-socks.jpg

In a time where everything is getting commoditized and as internet eliminates the market inefficiencies (price comparisons engines, reviews etc.), what else can matter in a buying decision? Isn't it true that whether we look at products, services or experiences, often the logical comparisons are not significantly different, it is the emotional ones that weigh in - consciously or at a subliminal level. After all, we all do business with people or brands that we like (when given a choice).

Does this mean that likability is the unassailable core competency in itself? because a lot of other strengths (technology, business model, new offerings) can be begged, borrowed or stolen. And if this is true, than how do we imbue the notion of being likable in our organizational DNA? How can likability be institutionalized / made viral (in a good way) and spread through every client touchpoint? 

Maybe the most direct way for a business to be likable is to have likable employees (who often tend to be the ones that are happy showing up for work). Will this mean that happy employees are one of the most valuable asset? After all what better way is there for a business to make emotional connections with customers than to have employees that take pride in their work and will do whatever is needed for a company to succeed.

Maybe that is why happy employees can make emotional connections and spread likability in ways that would otherwise be unimaginable at 30, 000 Feet.

Southwest & Spiderman PJs rock!!

 

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