Leadership Matters: Learn From Southwest

There are some things you can do right away if you want to further engage your employees without creating a high-budget initiative or sending everybody off on vacations to the Caribbean. And all of them come from the point-of-view of the follower:

Treat your people like people

When times are great it is sometimes easy to overlook the fact that your followers are as human as you are. Unfortunately, many leaders find the primary reason their employees are disengaged is that they feel they are not seen as people but instead are seen as machines or pieces of equipment on the manufacturing line. In his announcement on Southwest Airlines (LUV) losses in the first quarter of 2009, CEO Gary Kelly didn't say, "employees are our greatest asset." He said, "Still, I am very proud of the efforts of our people." It is not engaging to think your boss sees you as an inanimate (and depreciating) object. It is inspiring to hear your boss say she is proud of you as a human being. Take the time to recognize your people as contributors to the success of the organization, your success and their own. This by itself is an inspiring move on the part of a leader.

Treat your customers with integrity

Yep, that's not a misprint. Employees are inspired when they feel they are contributing to a greater good. When working for leaders who try to malign or cheat their customers, followers will eventually become disenchanted and disengaged. Take the example of Aflac(AFL), which was recognized recently for the third year in a row by the Ethisphere Insititute as one of the world's most ethical companies. Chairman and CEO Dan Amos acknowledged the honor by restating the company's focus on values and transparency. "At Aflac, we place a strong emphasis on treating our customers, colleagues, shareholders and the public with honesty and respect." Working for a company that is clear in its values and willing to do what's right for the customer is an inspiring and engaging place to be.