Everyone knows that Southwest is a bit different than just about every airline out there. Being different is likely one of the reasons for their success.
From the moment you step on board Southwest seems to actually care. Don't you think it's strange that's all it takes to set the airline apart from the competition? But they don't just care. You get the feeling that most of the employees care more about taking care of their customers than they do about the rules their company created for them to abide by.
Take this pre-flight announcement from a Southwest flight attendant for instance.
Is your company normal? Do you do things the same way because that's the way they've always been done?
It's time to ask what would make your business great and how you could serve your customers better. Then go out and do that!