Showing Care for Employees in a Growing Business

BY Keren Dinkin | March 28, 2024

Understanding what motivates employees is crucial for businesses looking to ensure their employees remain engaged and productive amid growth. At From Day One’s Seattle event in a fireside chat, Andy Schneider, senior vice president of people at Alaska Airlines, shared how they keep their employees engaged and motivated, even in times of change.

One of the challenges that employers may face amid difficult times is losing their employees’ trust. For Alaska Airlines, employees didn’t feel like there was a lot of trust in them because the company was turning to outsourced talent to keep the lights on, Schneider says.

Building Mutual Trust

It was a turning point for the business, which made it important for them to get the message across that they trusted their employees’ decision-making and that the company had their back. And so, they launched an empowerment framework that centered on decision-making and safety, such that employees were trusted to use their discretion in any given situation as long as they decided in favor of the guests.

“We let them know that if they follow this decision-making framework, and they do something for the guests, whatever they need to do, we will have their back, [and] that they have the full right of decision,” said Schneider.

Schneider says this empowerment framework acknowledges the fact that the employee has a better grasp of the situation than anyone else. And also that this kind of agility and autonomy works to improve customer experience as well.

Showing Appreciation and Care

The airline industry was perhaps one of the most badly hit by the pandemic. Not only did many industry workers lose their jobs, but those left behind had to stay on the frontlines to facilitate critical travel.

In the post-pandemic era, the resurgence of travelers left airline workers overworked. To support their workers, the airline instituted a care retreat for employees, which they started after the pandemic, says Schneider.

Joey Thompson, reporter for the Puget Sound Business Journal, interviewed Schneider in the fireside chat 

“The whole goal behind the care retreat was to really let employees know that it was important for them to take care of themselves, and to take care of each other before you could even get around to taking care of guests,” shares Schneider. For Alaska Airlines, it was an experiential retreat with quiet areas to listen to soothing music and sounds, good food, and a sensory bar to help employees relax.

Implementing Robust Development Programs

To keep up with demand and build a better pipeline, Alaska Airlines also implemented a pilot development program to offer scholarships to aspiring pilots. “One of the things people might not know is if you want to be a commercial pilot, you cannot get student loans for that kind of work. And that’s one of the problems, it’s very expensive to become a pilot,” said Schneider.

In developing the program, the company birthed the Ascent Pilot Academy, a full pilot school that guides scholars from start to finish. “If you want to get there, there are ways to make it happen,” Schneider said.

Finding the Right People

It’s important to note that for frameworks of employee empowerment to work, you have to hire the right people. “We work to hire people who are people for others, and people that have a spirit of adventure,” said Schneider.

This way, staff and leaders alike are aligned in their values of safety, care, and empowerment — almost creating a loop of understanding and compassion that allows everyone to work conscientiously toward common goals.

Schneider also notes how important it is to establish clear lines of internal communication that leaders and employees can run to in times of distress. When you have a source of truth, such as your corporate values and communication channels, it’s much easier to cut through the noise even amid the challenges of a growing business.

Keren's love for words saw her transition from a corporate employee into a freelance writer during the pandemic. When she is not at her desk whipping up compelling narratives and sipping on endless cups of coffee, you can find her curled up with a book, playing with her dog, or pottering about in the garden.

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