Nuts! [Paperback]

Kevin Freiberg (Author), Jackie Freiberg (Author)

Book Description

Release date: February 17, 1998

Twenty-five years ago, Herb Kelleher reinvented air travel when he founded Southwest Airlines, where the planes are painted like killer whales, a typical company maxim is "Hire people with a sense of humor," and in-flight meals are never served--just sixty million bags of peanuts a year. By sidestepping "reengineering," "total quality management," and other management philosophies and employing its own brand of business success, Kelleher's airline has turned a profit for twenty-four consecutive years and seen its stock soar 300 percent since 1990.

Today, Southwest is the safest airline in the world and ranks number one in the industry for service, on-time performance, and lowest employee turnover rate; and Fortune magazine has twice ranked Southwest one of the ten best companies to work for in America. How do they do it?

With unlimited access to the people and inside documents of Southwest Airlines, authors Kevin and Jackie Freiberg share the secrets behind the greatest success story in commercial aviation. Read it and discover how to transfer the Southwest inspiration to your own business and personal life.

Editorial Reviews

From Publishers Weekly

Southwest Airlines began operating in 1971 with four planes serving three cities and with revenues of $2 million. In 1995, the company had 224 planes serving 45 cities and revenues of almost $3 billion. Moreover, the company has made a profit every year since 1973, one of the few airlines that can make that claim. The authors, a husband and wife who are partners in a San Diego consulting firm, attribute much of Southwest's success to the willingness of its management, led by chairman Herb Kelleher, to be innovative. Southwest's primary operating philosophy is low fares and lots of flights. To make this formula work, Southwest management has created a culture where employees are treated as the company's number one asset. The Freibergs list a number of things the airline management does to benefit its employees, including such programs as profit-sharing and empowering employees to make decisions. Southwest also mixes in New Age management techniques, such as celebrating different milestones, and letting love play a part in running the airline (the company's stock ticker symbol is LUV). The Freibergs state up front that their work is not an expose and make no apologies for presenting a very positive and optimistic view. While the success the airline has achieved is worthy of study, some critical analysis would have made for a more worthwhile presentation. Photos. 150,000 first printing; $300,000 ad/promo.
Copyright 1996 Reed Business Information, Inc. --This text refers to an out of print or unavailable edition of this title.

From Library Journal

Business trainers and principals of their own consulting company, the Freibergs draw from personal interviews, surveys, and extensive research in telling the story of Southwest Airlines, which has been profitable for over 23 years at a time when the airline industry has been troubled with fare wars, layoffs, and soaring operating costs. The authors discuss Southwest's philosophy under the leadership of its dynamic and charismatic CEO, Herb Kelleher, who attributes the company's success to its outstanding customer service; low fares and maintenance (no meals are served, only nuts); short-haul, high-frequency, point-to-point service; and a belief that employees come first. "LUV," Southwest's New York Stock Exchange ticker symbol and past advertising theme, represents the caring character of the company, which the authors emphasize to the point of sounding corny. Several chapters conclude with brief summaries entitled "Success in a nutshell," which cover the eccentric elements of Southwest's corporate culture. Recommended for readers who like that style.?Bellinda Wise, Nassau Community Coll. Lib., Garden City, N.Y.
Copyright 1996 Reed Business Information, Inc. --This text refers to an out of print or unavailable edition of this title.

See all Editorial Reviews

Product Details

• Paperback: 384 pages
• Publisher: Crown Business; First Edition edition (February 17, 1998)
• Language: English
• ISBN-10: 0767901843
• ISBN-13: 978-0767901840
• Product Dimensions: 5.8 x 1 x 8.5 inches
• Shipping Weight: 1.2 pounds (View shipping rates and policies)
• Average Customer Review: 4.2 out of 5 stars  See all reviews (87 customer reviews)
• Amazon Best Sellers Rank: #69,397 in Books (See Top 100 in Books)
  • #15 in Books > Professional & Technical > Transportation > Aviation > Commercial

Most Helpful Customer Reviews

38 of 41 people found the following review helpful

5.0 out of 5 stars A new Southwest Airlines employee agrees. . . October 14, 1998

By A Customer

Format:Paperback

I have read the reviews about how this book is "mushy." I think maybe because they can't believe that a company this good really exists. I am a brand-new employee to SWA, and this book is given to every new employee at the day-long welcome class. After participating in the class, reading this book, and experiencing the SWA culture first-hand, I can safely say that the book does NOT exaggerate! The feel-good style emphasized over and over in the book is a reality. People care about each other. Everyday (as shown in the book) everyone is made to feel valuable--and it makes you want to work harder, work smarter, and spread the LUV. Others may "say" that's what they are doing, but somehow it always comes back to "the rules." Herb Kelleher and crew are breaking the rules--and showing the others how to make a profit while caring about the dignity and welfare of the SWA family. Great and easily read book. Highly recommended.

22 of 24 people found the following review helpful

5.0 out of 5 stars Good Book on Management December 23, 1999

By Srinagesh

Format:Paperback

This is a good book on management. The authors discusses how SouthWest Airlines manages problems under tight constraints and intense competition. The book emphasises how "out of box" thinking helps achieve the results faster. It shows how the rules can be re-defined and make impossible to happen. It gives a whole new perspective on how Airlines should operate. It sets new records to be surpassed by itself. Gives good insights in to the corporate recruiting and retention of the employees. On a personal level, it is a good book on how to manage in difficult times, how to manage with limited resources, how to be optimistic, how with courage, determination and constancy of purpose one can overcome heavy odds in personal life to fulfill one's dreams. Every 15 days I read a new book on management/self-help. But this is the only book I continuously refer to again and again. It has changed my attitude altogether. I feel every corporation wishing to transform the work culture from dull and boring to interesting work place should give this book to every employee.

18 of 20 people found the following review helpful

5.0 out of 5 stars An excellent read about an excellent company June 26, 1999

By A Customer

Format:Paperback

If you've wondered how this small Texas airline outsmarted the larger giant airlines, read it all here. After reading this book, I was left with many ideas about how to incorporate more fun into my own work life, while increasing productivity. The corporate culture of Southwest is so ingrained into the employees! Fly with them, and notice how different their people are, and how they each seem to enjoy their job! I can't recommend this book highly enough.

10 of 11 people found the following review helpful

3.0 out of 5 stars A Nice Overview of a Great Airline January 8, 2004

By James Sadler

Format:Paperback

This book does provide a nice overview of what is probably the greatest success story in the airline industry. The thing is, I wish the authors had dug a lot deeper. Other airlines have been jealous of Southwest's success and its relationship with its customers and employees for years. And no noe seems ot be able to get to the bottom line of what they do oprationally and financially that makes them a success. Maybe there is nothing more, it's all just a matter of oeprating efficiently and keeping employess and customers happy.

In fact, many start-up airlines now use Southwest as their template for operating. The authors do a good job of reviewing the history of the company (at least up to the point of publication) and discussing the operations of the airline, but they just don't seem to dig deep enough. Maybe what is needed is someone with a strong financial background to do a comparison of Southwest's methods directly with those of its competitors, because I would really like to see the difference from a financial analysis standpoint (then again, that might be an awfully boring book).

My only other negative criticism of the book is that it almost turns into a fluff piece, cheerleading a little too heavily for Southwest. But that is almost understandable. After all, Southwest has rarely made a misstep in all its years of operations.

Regardless, this is a very good look at a truly wonderful operation. Well worth reading if you have an interest in the airline industry.

10 of 11 people found the following review helpful

4.0 out of 5 stars A Southwest Employee writes Read this Book July 7, 1999

By A Customer

Format:Paperback

Well being with Southwest for several years, I must say the notion of a entire book being devoted to a airline does seem a little too much. But after reading I have recommended it to alot of people in the business world. There is alot that can be learned from job satisfaction. I as well as my co-workers feel like a family each and every day we go out of our way to make OUR customers feel welcome as well as making sure we get them to where they need to go. Everything you will read about is true. These two authors researched our Culture really well. Herb is like a Dad to all of us, If you fly Southwest thanks we luv your business. ---JB

6 of 6 people found the following review helpful

5.0 out of 5 stars Outrageously Successful Airline January 26, 2006

By Elijah Chingosho

Format:Paperback

The authors of "NUTS! Southwest Airlines' Crazy Recipe for Business and Personal Success", Kevin and Jackie Freiberg, came up with a captivating and hilarious book that reveal the ingredients that have made Southwest Airlines such a consistent success story. This is an airline that has defied industry norms of either red ink on the bottom line or very low profit margins of 1-4 percent. The airline invented its own business model avoiding the usual management fads such as business process reengineering, total quality management, change management and balanced business scorecard, among others.

The authors vividly describe the epic struggles the airline founders had to go through during the early years in their attempt to be allowed to provide passengers with value for their money, to enable hardworking people who had never flown before to be able to fly, to allow passengers to enjoy flights in the company of a team of happy cabin and cockpit crews who are all keen to delight the customer.

Entrepreneurs in any industry struggling to establish their businesses under the weight of ridiculous laws and red tape and big businesses that seek to reap monopoly or oligopoly profits will take comfort from the realization that with persistence, perseverance, determination, self-confidence, hard work and the desire to provide exceptional services to customers using dedicated and motivated workforce, they will always win in the end.

The book shows that a business that is innovative, has an intense liking of its people, enjoy delighting its customers, have a clear strategy articulated by visionary leaders is bound to be very successful and prosperous.... Herb Kelleher and his merry team demonstrated that an airline business can be very profitable whilst maintaining exceptional safety records and high quality of services.

The book is recommended reading to those who want to learn to win in business using highly motivated people who are all keen to exceed customer expectations. Read more ›