Internal Customer Care Team - Southwest
The five self-proclaimed Mommas and Papa of Southwest are charged with commemorating the major life events of its employees. Last year alone the small but mighty team sent out 4,646 bereavement letters and more than 25,057 cards, gifts, or letters recognizing marriages, births, illnesses, and injuries. The crew doesn’t have any set guidelines—it’s up to them to use their best judgment.
For example, when an employee was set to have a transplant around Thanksgiving, the team tracked down the hotel where she was staying and had Thanksgiving dinner delivered. They respond to the 30 submissions they receive a day but also find employees who may not have submitted a form by reading "pull sheets," which explain why a crew member off was taken off a trip—illness, death in the family, etc.
It’s an emotionally taxing job but incredibly rewarding. It can also have its lighter moments, such as receiving a submission when an employee’s child gave up his pacifier. “We will share in your happiness, but that might not warrant a card,” says team lead Amy Marhoefer with a laugh.