I tell my employees that we're in the service business…
“I tell my employees that we're in the service business, and it's incidental that we fly airplanes.”
About This Quote
This interpretation was drafted with AI assistance. It is one reading of the quote, not the author's own explanation.
He emphasizes that the core mission is serving customers, and the airline operation is just a means to that end.
In simple terms: Service is primary, flights are secondary.
Key Takeaway
Focus on serving customers.
Themes
service
customer focus
business philosophy
Mood
inspirational
pragmatic
Type
leadership
business
When to use this quote
- customer service training
- business strategy meetings
- marketing messaging
Key Concepts
customer experience
operational efficiency
Questions to Reflect On
- How can you prioritize service over product?
- What does “incidental” mean for your core mission?
A Different Perspective
If the service focus is ignored, the business can lose purpose.