Chris Grubbs, Program Manager at Southwest Airlines, joins host Justin Lake to discuss how to bridge the gap between frontline workers and management. He also discusses how Southwest Airlines have adapted to technological changes and have created successful teams

 

Takeaways 

 

Engage frontline leaders by getting them to share feedback to bring to management which will in turn lower their frustration and stress levels.

Keep frontline workers involved by having mechanics and inspectors participate in pilot testing gathering their feedback electronically.

It's beneficial to have frontline employees become evangelists so that when returning to their team they feel that their feelings have been heard by the management.

“There's always multiple opportunities to enhance customer service to provide more capabilities to our operational team on the ground as they service those customers.” - Chris

Links

 

LinkedIn: https://www.linkedin.com/in/chrisgrubbs/

Company Website: https://www.southwest.com/

Company LinkedIn: https://www.linkedin.com/company/southwest-airlines/

Ways to Tune In:

 

Amazon Music - https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORS 

Apple Podcast - https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402

Spotify - https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmyS

Stitcher - https://www.stitcher.com/show/frontline-innovators

Google Play - https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWw

YouTube - Full video - https://youtu.be/xEoFM0Cqn3g