Embedding Value at Southwest Airlines

Great culture builds great business

And a great culture is built on human-centered values.

About five years ago, Chapel Hill Tire decided to join the value-based company movement, and we are still learning from other like-minded companies. Although we are in very different businesses, we love how Southwest Airlines is rising to new heights through its commitment to its core values. 

Last year, Southwest Airlines was ranked third in Indeed's Best Jobs. Forbes magazine and online recruitment service WayUp also consistently recognize the company for everything it does to keep employees and customers happy. It's no coincidence that Southwest is also America's largest domestic airline in terms of market share and boasts 46 consecutive years of profitability. 

Southwest's strong value-driven business model and ongoing success go hand in hand. For our team at Chapel Hill Tire, this makes perfect sense.

“People who really do well don’t talk about revenue, profits, margins or gross margins,” said Chapel Hill Tire president Mark Pons. "They talk about their culture."

Culture makes a company. 

Our culture at Chapel Hill Tire is based on five core values. We live by the desire to strive for excellence, treat each other like family, say yes to customers and each other, be grateful and helpful, and win as a team. 

“This is how we make decisions,” Pons said. “Instead of a huge manual of standard operating procedures, we have five values.” Every day at any location begins with a conversation about these values, usually with a focus on the Value of the Week, and employees put them into practice with every client we serve. 

Although they articulate their values ​​differently, Southwest maintains a culture very similar to ours. To live in the Southwest Way is to have a Martial Spirit, a Servant Heart, and a Fun loving attitude. The spirit of the Warrior encourages striving for perfection. The heart of the Servant strives to always say "yes" to the client and work to ensure that the company and its clients win as a team. The fun attitude encourages everyone to treat each other like family.  

What Pons considers most important about the values ​​of Southwest and Chapel Hill Tire is how they reflect on the company. 

The choice of care is the heart of a great culture

“When you come every day, caring is a choice,” Pons said. “You may not care about the people you work with. You can choose to care. We choose care."

Similarly, Southwest chooses to take care of its employees. He prefers to care about the work environment and customer experience equally. He prefers to care about the quality of his services and the happiness of the people who provide them. This concern for employees is reflected in Southwest WayUp's recognition. Chapel Hill Tire reflects this by being named one of the best places to work in America by Tire Business magazine.

When you value people, you create real value.

There is a huge difference between flying people around the country and helping them take care of their cars. But there is one important similarity: both Southwest and Chapel Hill Tire serve the people.

"I think we're both just acknowledging the human element," Pons said. “Whether it's cars or planes, there are real people behind every service. And companies that take care of themselves always stay head and shoulders above the rest.”

Back to resources