Herb Kelleher arrived at our interview in a chauffeured black car. He was right on schedule. When he got out of the car he gave me a big hug. "Great to see you again!" We had never met before. But who cared! I knew it was just Herb's way of making me feel welcome. That's the way Herb embraces everyone in his presence. And everyone wants to hang out and joke around with him. You can see how he makes it easier for people to have fun at work, just by example. He can't seem to help having a good time. But at the same time, he was calculating the passenger load of every plane that took off during our interview by how long it took to lift off the runway. He is serious about his business. Our crew was welcomed into the entire Southwest operation for a day, invited into an airplane hangar before the sun rose, allowed onto the tarmac to get blasted by hot jet exhaust, and given access to hundreds of employees who all got time off from work to come pose for our camera. It was our biggest cast of employees yet. And it was just like Southwest to want to pose for a big family portrait.