Herb Kelleher [...] makes it clear that his employees come first -- even if it means dismissing customers. But aren't customers always right?
"No, they are not," Kelleher snaps. "And I think that's one of the biggest betrayals of employees a boss can possibly commit. The customer is sometimes wrong. We don't carry those sorts of customers. We write to them and say, 'Fly somebody else. Don't hurt our people.'