Captain Mike Penn, POW, Inspirational Speaker and Motivational Speaker
Chief Pilot for Southwest Airlines
Will Make Your Next Event A Spectacular Success!

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Outrageous Customer Service

The Keynote Speech

Captain Mike Penn


Captain Mike Penn’s Outrageous CUSTOMER SERVICE keynote will answer the magic questions like:

How do you deliver outrageous customer service consistently?

How do you inspire people to make it a way of life?

How do you promote customer service in your culture, marketing, and brand?

Mike Penn’s keynote presentation is a truly inspirational message with purpose, and from the heart. Our people at Southwest Airlines are our single greatest strength and most enduring long term competitive advantage. When other companies get this, it changes their culture, mission, and purpose, and improves their customer service, and bottom line.

Mike will demonstrate how the Mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride and Company Spirit.

Mike Penn will show how the importance of this creating a culture of service, becomes the by-product of the “way of life” within the company, for all employees.

Mike Penn answers the constant question of “who is more important, the customers or employees?” Mike said as part of Southwest Airlines management, it is our “employees.”

Captain Mike Penn will emphasize: “How great customer service is not a slogan, it’s the culture, and mind-set that is integral to the marketing plan to attract more customers.”

How do we correct our mistakes with our customers? Professional speaker, Mike Penn, will illustrate the use of mistakes as opportunities to gain customer loyalty.

You will hear phrases, which are actually attitudes, like “a warrior spirit”, “a servant’s heart” and “a fun-loving attitude”, which is the basis for Southwest Airlines, which enjoys the title of the best customer service airline in the world.

He relates customer service as promoting good feelings because the employee simply cares.  Captain Mike Penn will show you how this culture of great service affects employee moral, retention, productivity and profitability.

Mike Penn is a one-in-a-million kind of speaker who lives the life and walks the talk.

"Southwest Airlines is the # 1 airline of choice for American Speakers Bureau for all our business and personal trips." Frank Candy, President and the team at ASBC

Southwest Airlines generously donated $1,000,000 worth of travel to Make-A-Wish® in 2012, significantly increasing their previous support in 2011. Travel wishes are the number one requested wish at Make-A-Wish and it would take 2.5 billion miles to grant every wish received. Thanks to Southwest Airlines’ support, we are much closer to achieving our vision of making every eligible child’s wish come true.

Thanks to the outpouring of LUV and thoughtfulness from dozens of Southwest employees, many wishes come true in a big way!

In its more than 40 years of service, Southwest Airlines continues to differentiate itself from other low-fare carriers – offering a reliable product with exemplary Customer Service. Southwest Airlines is the nation’s largest carrier in terms of originating domestic passengers boarded. As of February 2012, Southwest serves 72 cities in 37 states and is one of the most honoured airlines in the world known for its commitment to the triple bottom line of Performance, People, and Planet.


Please contact American Speakers Bureau directly, for more information. Thank You!


















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