The Customer Comes Second

Who will come first "Customer First" is a description of the management and leadership style of Rosenbluth International CEO (Hal Rosenbluth), a global travel management company established by Hal's grandfather Marcus Rosenbluth in 1892. The premise of the management style of Hal Rosenbluth, as the title of this book shows, first focus on employees and then follow customers. The management practices outlined by Mr. Rosenblues was innovative and found to be applicable to all types of business as well as the travel industry.

The customer is ranked second and the employees are ranked first. The belief of Southwest Airlines is that satisfied employees provide better service to their customers. We will make every effort to satisfy our employees. As a result, they have the best customer service in the world, reflecting their most satisfied employees. This kind of in-house marketing has allowed many service companies to look at employees before meeting with customers outside the airline industry. LUV and FUN: The LUV of Southwest Airlines respects the individuality of everyone and means "Do not do something to others, I do not want you to do it." As an example of carrying out this culture, when other airlines treat employees as different cabin crew members, pilots and crew dispatchers, SWA treats them all as members of the family and receives them all from the department . problem

Most corporate principles are always customer first, but the Southwest work principle is employee first and customer second. This means that in order to provide excellent service, it is necessary for employees to pass their jobs passionately, the company is committed to emphasizing the happiness of employees and dedicated to ensuring work safety It reflects the management's idea. Southwest's paper is to "make employees happy, then satisfy their customers" (Thompson et al. 2004). The importance of employees is reflected in the Southwest 2004 Annual Report. Starbucks is able to copy the product by competitors, but since we believe that we can not copy people, Starbucks will first contact employees and then be satisfied with the customer. (Moore 2006)