Susan DrummCEO Advisor & Executive Coach | Leadership Change Agent

How Personal Growth Drives Team Success

4 Jun 2025 · 1 min

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0:52

A brief recorded conversation (YouTube) in which Susan Drumm and another speaker discuss organizational priorities, arguing that prioritizing team members over clients leads to better customer service because engaged employees treat customers better. The content references the founder of Southwest Airlines and emphasizes valuing employees beyond treating them as numbers.

Chapters

I mean, just the fact that you lead with the people come first, you're not saying our clients come first, which was a lot of businesses would say. You're saying your people, your team comes first. I imagine some people might be like, well, that's. You've got it backwards. What would you say to that?
Well, you know, it's interesting. The founder of Southwest Airlines used to get asked this question a lot back in the 70s and 80s, from what I've read, because I've read some of the books about him. And so, you know, I think. I think my mentality is if you have. If you take care of your people, they're the ones touching the customers every day, right? And so if they feel taken care of, if they feel invested into, if they feel like they're working for a company that. That truly values them, right? They're just not. They're not just a number, a widget on a spreadsheet, but they're really valued. And then those people, how are they going to turn around and serve your customers?