K: Colleen, talking about serving, I think you are a Servant Leader. Servant Leadership is love in action—and that’s what you and Herb have been doing at Southwest for forty years.
C: I appreciate your calling me a Servant Leader, Ken, but when I mention that term to people, they often associate it with soft management. If I were to add that Servant Leadership is love in action, they would freak out! Love isn’t a word that’s used too often in corporate America. In fact, we’ve received some push-back about the very subject of this book.