Southwest Airlines is successful because the company understands it's a customer service company. It also happens to be an airline.
If you ever want to eat a tuna sandwich again, don't go to a tuna factory. I visited one where they had two lines: one was the human food line and one was the cat food line - and they didn't look any different.
This seems to be the law of progress in everything we do; it moves along a spiral rather than a perpendicular; we seem to be actually going out of the way, and yet it turns out that we were really moving upward all the time.
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