Making Work Fun Really Works

James F. Parker

People who enjoy their work do a better job than people who don’t. They work harder. They deliver better customer service. They come up with new ideas.

Customers often told me that what made Southwest different from other companies was its employees. They were friendly, efficient, and cheerful. They seemed happy. They always treated customers with warmth and hospitality. They acted like they enjoyed their jobs.

I think they acted that way because, for the most part, they actually did enjoy their jobs. Don’t get me wrong. Their jobs involved hard work, both physically and mentally. The days when I helped out by working at the ticket counter, sitting next to a reservations agent, or handing out peanuts ...