Do the Right Thing: How Dedicated Employees Create Loyal Customers and Large Profits

by James F. Parker

People matter most. Everyone knows that. But most companies would rather slash costs, cut headcount, replace well-paid employees with lower-paid employees or outsourced workers, and reduce customer service. No wonder so many fail and how others focused on doing the right thing can remain profitable and growth-oriented for decades. James Parker shows why "doing the right thing" isn't just naive "feel-goodism": it's the most powerful rule for business success. Parker's stories won't just convince readers: they'll move them. He tells how, after 9/11, Southwest made three pivotal decisions: no layoffs, no pay cuts, and "no-penalty, no-questions-asked refunds" for any customer wanting them. The result: Southwest's revenue passenger miles for 4Q01 dropped by only 0.5%, and its market cap soon exceeded all its major competitors combined. These pivotal decisions grew naturally from its culture of mutual respect and trust: Parker reveals how that culture developed, offering deeply personal insights into the principles that can make any team, organization or company strong. Discover how great leaders are found at every level, "hire for attitude and train for skills," achieve unparalleled teamwork, and actually make work fun. Powerful and inspirational, Do the Right Thing proves that if one wants to build a great business, people really do matter most.

Genres: Business, Nonfiction, Leadership, Management

263 pages, Paperback

First published November 29, 2007

Reviews

[Anthony · Rating 5 out of 5]

I remember seeing James F. Parker being interviewed on ABC TV talking about his time as Southwest Airlines CEO. I thought to myself, “I am going to buy that book”. The experiences immediately after the tragic events of 9/11 defined Southwest Airlines. Simply by “doing the right thing” by their employees and customers, they were able to rise above all other airlines in the US and become the number one domestic airline. James F. Parker demonstrates that doing the right thing is good in business, in leadership and in life. By looking after your employees and giving them ownership of the mission, they will look after the customers who will then look after the shareholders.

[Peggy Ventura · Rating 5 out of 5]

Very enjoyable read

I enjoyed the stories and I am relentless about wanting things to be better in my department and at my hospital what impressed me is that it takes relentless effort

[Lisa · Rating 3 out of 5]

Definitely lays out the foundation for excellent customer service. Simplistic and repetitive at times, but I have a clear understanding of the basic ideals. Explains why I love to fly Southwest!

[Vít Kotačka · Rating 5 out of 5]

It's probably impossible to say something about this book and not to use superlatives, I guess. OK, I'm giving it up - this is an incredibly inspiring book about leadership.

And if I mean leadership, then it's in the direct contradiction to the management. Or in another words, managements is something that worked (and was rooted) back in the 20th century. In our beautiful 21st century it doesn't work (well) anymore and the (serving) leadership is what saves the day. (Well, I have to confess that I'm not dispassionate in this case - this kind of leadership is my way of (working) life.)

A lot of things in the book can be debatable. But everything what author says is based on the real life experience, everything happened (once upon a time) in Southwest Airlines. And you can say that it's just craziness, but at the end, the bottom line is that it works - the economic results of Southwest Airlines prove it.

I regret only one thing. That never in my working experience I worked for any company with so strong and pleasurable culture. So, it's up to me to build it.

[Mayooresan · Rating 4 out of 5]

Started as a wonderful read especially about the history of South West Airways and J.F. Parkers way into the Company. More interestingly how the company survived the difficult times.

Book mainly speaks about
1. Team work
2. Make employees part of the company and let them feel it
3. Why we need a friendly culture (flat hierarchy) in a modern organisation.

These things were discussed via different examples and at a point, I became so bored as he is talking about the same stuff. Last two chapters again catching up as Author talks about different line of business (Restaurant).

All in all, good read but sort of same stuff repeated throughout the book in different words.

RATING : 7/10

[Leader Summaries · Rating 5 out of 5]

Desde Leader Summaries recomendamos la lectura del libro Hacer lo correcto, de James F. Parker.
Las personas interesadas en las siguientes temáticas lo encontrarán práctico y útil: management, análisis de empresas y líderes de éxito, atraer, motivar y retener a los empleados.
En el siguiente enlace tienes el resumen del libro Hacer lo correcto, Los auténticos secretos del éxito de la compañía aérea Southwest Airlines: Hacer lo correcto

[Jan · Rating 5 out of 5]

Wonderful book! If you desire to be a manager with standards and caring this shows a company that did its best to build it into the culture. I am sure there are hiccups and people who would disagree but it is nice to know of company as he says that is built on the common sense that God gave a goose!

[Nick · Rating 2 out of 5]

Southwest Airlines keeps it simple, puts the customer first, and has fun. Another 'barticle'.

[Jeanette Sunderland Smith · Rating 4 out of 5]

This was required reading for my job, but it is a great book about how Southwest airlines servived 9/11,
A great way to treat people in general. Great ideas. Easy read.

[Becky · Rating 3 out of 5]

This book was required reading for my job at the library. The concepts are well worth reading about and would be helpful in any job...at any level.
Very interesting.

[Sabrina · Rating 4 out of 5]

How great customer service works. The CEO of Southwest Airline writes about the philosophy of customer service. Taking care of people, both employees and customers. It's just that simple.

[Josh · Rating 2 out of 5]

Meh. "Nuts" had better detail and less fluff.

[Michelle · Rating 5 out of 5]

Simple stories with a big impact. Love this book and the author.

[Jurgen Appelo · Rating 3 out of 5]

Interesting and inspiring stories, in a rambling writing style.

[Omar Bermudez · Rating 4 out of 5]

An inspiration book, very easy to read.