The MBET Experience

The University of Waterloo – Master of Business, Entrepreneurship and Technology Program

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WestJet – Building a Culture That Cares

May 14th, 2007 · 1 Comment

There was an interesting talk on campus today from an executive at WestJet. The company is starting service to Kitchener airport, so some people from the company were in town to mark the occasion.

WestJet believes that ultimately, its success comes down to culture, and because culture is people, they need to empower people to do the right thing. “Great customer service comes from the heart, not from a manual.”

The following mantra, shared with all new WestJet employees, is especially powerful:

Watch your thoughts; they become your words.
Watch your words; they become your actions.
Watch your actions; they become your habits.
Watch your habits; they become your character.
Watch your character; it becomes your destiny.

— Frank Outlaw

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1 response so far ↓

  • 1 Paul Tiberio // May 28, 2007 at 9:21 am

    Ours thoughts are responsible for everything we do. As I learned a few years ago, the thoughts we generate automatically, can actually be altered by cognitive therapy. So it doesn’t matter how negative and defeated we feel towards a pending challenge or situation…we can learn to change our automatic thoughts to create a more positive inner dialog…which, as you wrote, has a direct influence on our actions, habits, character and ultimately our destiny. Great post Dan.

    Good luck on the 31st. I’ll check back for updates.