Southwest Airlines and the worst driver’s licence photo

Why would Southwest Airlines be interested in finding the worst driver’s licence photo?

Well, thanks today to Joe Pine (author of the Experience Economy and who I have written of my reverence for here) for sharing this story on Twitter recently.

In short, a Southwest Airlines flight was delayed several hours and the gate agent decided to have fun, take the time with the passengers and play games, including one to see who had the worst driver’s licence photo.

What does this teach us about leadership and culture?

Turning lemons into lemonade

The article on this SouthWest airlines story was on CNN. One snippet:

The delay lasted about three hours, but when the flight took off, passengers clapped and cheered for the gate agents.

What a way to change the experience of those passengers

Southwest’s secret ingredient

What is the secret ingredient that creates stories like this again and again for SouthWest?