Kay Caldwell

In her 22 years with Southwest Airlines, Kay Caldwell helped build that famous culture that has made Southwest Airlines into one of the top companies to work for in the world. She directed and conducted training programs and conferences that helped employees achieve success personally and professionally. Kay designed and authored over 30 programs.

Kay literally worked her way from the ground up with tours of duty in finance; customer relations; sales and revenue generation and finally as manager of training and leadership development for reservations call center operations. Kay was honored with the Southwest Airlines Spirit and Dedication Award, was featured in the Fox Television special Successful Women in Business, received Southwest Airlines President’s Award for her exemplary service to the customers of Southwest Airlines, served as a member of the Southwest Airlines Culture Committee for 15 years (and is a current alumni member), performed in the original Southwest Shuffle on 60 Minutes, was featured in a Ronald McDonald House commercial, served as a board member for Salt Lake City Utah Ronald McDonald House and sang happy birthday to the governor of Utah impersonating Marilyn Monroe!

Today Kay is sharing her expertise with clients as a coach, consultant and speaker. She shows them how they can apply the same principles she learned and taught at Southwest — the Warrior Spirit, Leaders Serving Others from the Heart and of course, FUN — to build a culture where employees are energized and empowered to deliver world class customer service.

Kay’s purpose in life is teaching people to learn how to “Stand In Their Personal Power!” This means discovering your inner spirit, your purpose, and learning to celebrate the gifts you have along with living in them. This is how you find your happiness. In being who you are and experiencing what your natural talents can bring to you.

KAY'S MOST REQUESTED TOPICS

Dare to be Different

Kay shares what she learned in her 20+ years of working with the “famous financial genius” Herb Kelleher and the “customer service diva” Colleen Barrett at Southwest Airlines.  Their leadership inspired the most sought after culture and business strategy in the world. You will learn about the foundational principles —the Servant’s Heart, the Warrior Spirit and the Fun-Luving Attitude — that gave Southwest a competitive edge that no one has been able to duplicate in an always hostile airline industry.

Purposeful Customer Service

In our ever changing world, learn how to determine what you and your company’s purpose are regarding both your internal and external customers and how to communicate the message. Have fun learning to build strong relationships with Customers that is built on trust and loyalty. This information will enable you to meet the needs of those you serve.

Living the Warrior Spirit

Do you want to start a fire inside of your employees that make them ant to be the best of the best? Have you thought about the competitive edge? This session will show you as a leader how to be a warrior and develop the warrior spirit within your team and company. Give them a chance to achieve and be proud of their achievements.

Servant Leadership from the Heart

Do you ever wonder what successful men and women do that make people love and respect them so much? Did you ever notice that most of them don’t have as much stress or they don’t show it? What is the secret? Serving others from the heart. Join me and find out what the secret is. Let me assist you in ascertaining those traits and demonstrate how to emulate change to become a successful servant leader.

WHAT OTHERS HAVE TO SAY ABOUT KAY

“Kay left a lasting impression on those of us at Southwest Airlines.  Her commitment to Golden Rule Behavior (one of the tenets upon which our Company is built); her dedication to our Mission and Core Values; and her devotion to developing the People of Southwest Airlines will be long and fondly remembered.”

Herb Kelleher, Southwest Airlines Chairman of the Board

“During her 21+ years of dedicated service to Southwest Airlines, Kay skillfully and graciously helped prepare and equip our People to provide the Legendary Customer Service for which Southwest Airlines has always been known.  She exhibited a Servant’s Heart and a thorough understanding of what it means to “Live the Southwest Way.”

Colleen Barrett, President Southwest Airlines

“For 21+ years, Southwest Airlines’ Customers – both internal and external – benefited from Kay Caldwell’s commitment to preserving and nurturing our unique Culture by developing effective, dynamic Leaders.”

Gary Kelly, Southwest Airlines Chief Executive Officer