Good question wessex , with one very simple answer. LOOK AFTER YOUR STAFF AND THEY WILL LOOK AFTER YOU AND YOUR PROFITS!!!!!!!!!!!!!!!!!
It works for Southwest as well as Ryanair in Europe. It 's just a shame all the intellect free zones (read accountants) can not identify this. They still believe that to achieve a healthy bottom line you have to screw the staff to keep costs down. Talk about neanderthal thinking!