We will hire someone with less experience, less education, and less expertise than someone who has more of those things and has a rotten attitude. Because we can train people. We can teach people how to lead. We can teach people how to provide customer service. But we can't change their DNA.

The quote by Herb Kelleher emphasizes the critical importance of attitude over mere experience, education, or expertise when hiring. Kelleher asserts that while skills and knowledge can be taught and developed through training, a person’s fundamental character traits—their DNA—are much harder, if not impossible, to change. This mindset prioritizes hiring individuals with a positive and constructive attitude, even if they lack certain qualifications, because attitude shapes behavior and ultimately impacts team dynamics and customer service.

The origin of this quote comes from Kelleher’s leadership philosophy as the co-founder and former CEO of Southwest Airlines, a company known for its strong culture and exceptional customer service. Kelleher believed that a person’s attitude was foundational to their success and ability to contribute positively to the organization. His approach revolutionized how companies view hiring, emphasizing cultural fit and mindset over just credentials.

This quote resonates because it challenges traditional hiring practices that often prioritize resumes over personality and mindset. Kelleher’s insight encourages businesses to invest in people who bring enthusiasm, integrity, and a willingness to learn, knowing that these qualities form the core of effective teamwork and leadership.

In summary, Herb Kelleher’s quote teaches that while skills and knowledge can be developed, attitude is inherent and crucial. It highlights the value of hiring individuals with the right mindset first and trusting that they can acquire the necessary expertise through training and guidance.