Memories and Relationships

“A brand is built on memories – and the way to get there is through integrity, relationship and performance.”

These words come from a Customer Service Master Class put on by Southwest Airlines. The speaker was Carl Sewell, Chairman of Sewell Automotive. In this one sentence, he captured what his company has focused on, as well as what Southwest Airlines has become known for. Southwest has always worked to create fun, memorable experiences for their passengers, as well as their employees.

At Kettering Health Network, we have the opportunity every day to put this into practice. When patients and their families look back on time spent with us, our reputation is built on the memories they take away with them. They remember the compassion, the care, they received during a very difficult time.

The same is true of our employees, and how they perceive the workplace. How we are seen as an employer is built on memories – the stories our employees tell about working here. These stories are built on the integrity, relationship, and performance they experience in their leaders.

In Section One of Called to Lead, we find this quote from Lance Secretan: “Leadership is a serving relationship with others that inspires their growth and makes the world a better place.” When employees have relationships with their leaders, their engagement at work multiplies.

Called to Care Action

Make time daily to invest in your relationships with your employees. Ask them about their families and their interests, and express interest in the things that are important to them.