Michael was anxious. Starting a new job is always a bit nerve-wracking, but Michael had some personal news that he needed to share with his new employer. He worried about their reaction and if it would jeopardize his position. Instead, he was met with an incredible wave of support. “I received a phone call from a Southwest Leader,” Michael recounted. “They told me, ‘Your job now is to take care of yourself. We’ll be here when you come back.’” In his extensive 42-year career in the airline industry, Michael had never witnessed such profound employee solidarity in challenging times, a hallmark of Southwest’s unique culture. This support system became Michael’s anchor as he bravely fought cancer for four years, until his passing in 2017.
Andrea Mathews, Manager in the Executive Office at Southwest, explains this ethos: “Southwest was founded on the Golden Rule of treating others like you want to be treated. We’ve always deeply valued the Southwest Family. And a core part of being a Family is genuinely taking care of each other.” This philosophy of Southwest Customer Care, internally focused on its employees, sets the airline apart.
From its inception, Southwest Airlines deliberately cultivated a culture built on a bold commitment: Employees First. The driving force behind this employee-centric culture was President Emeritus Colleen Barrett. She personally ensured every employee felt valued and cared for as part of the Southwest Family. For years, Colleen made it her mission to personally connect with employees during life’s highs and lows – celebrations, grief, and personal struggles. “It’s simply what families do,” Colleen stated. “When family members face cancer or welcome new babies, you reach out.”
However, as the Southwest family grew to 60,000 strong, this personal outreach became more than one person could manage alone. This is where Southwest’s Internal Customer Care (ICC) Team stepped in. Officially established in the early 2000s, the ICC Team is the heart behind the countless letters, phone calls, gifts, care packages, and thoughtful gestures extended to Southwest employees throughout the year. The team celebrates joyous occasions like marriages, anniversaries, adoptions, births, and birthdays. Crucially, they also provide comfort and support to employees navigating losses, serious health issues, and even recognize military deployments. Showing the depth of their care, the ICC team even acknowledges the loss of a beloved pet, demonstrating a comprehensive approach to southwest customer care.
A personal note and gift from Gary Kelly, sent by the ICC team, celebrates the recent marriage of a Southwest Employee.
A personal congratulatory note and wedding gift from former Southwest Airlines CEO Gary Kelly, sent by the Internal Customer Care team to celebrate a Southwest Employee’s recent marriage, showcasing Southwest’s commitment to employee well-being.
The COVID-19 crisis in 2020 significantly altered how the ICC Team provided southwest customer care. With physical interactions limited, their focus shifted to personal phone calls rather than traditional gifts and cards. The team made 20 to 30 calls daily, connecting with Southwest employees. Nan Barry, Managing Director of the Executive Office, noted the profound impact of these calls: “I didn’t realize how truly life-changing some of these calls have been and how much our People need to talk to other people right now.” This pivot to phone outreach highlighted the adaptability and dedication of the ICC team in maintaining employee connections during challenging times.
Monitoring employee well-being and responding to the constant stream of reports about significant life events impacting employees or their colleagues keeps the ICC Team consistently busy. A user-friendly web-based submission form enables any employee to share updates about events affecting themselves or their coworkers. The team also actively monitors social media channels like Facebook for employee news and collaborates closely with departmental leaders to stay informed about their team members’ lives, ensuring proactive southwest customer care.
Andrea emphasizes that working in the ICC Team requires a special kind of person. Team members are exclusively hired internally and must have been with Southwest for at least three years. This tenure ensures they have personally experienced the supportive and caring environment of the Southwest Family. The team also looks for individuals with a natural inclination for empathy and caregiving. “It takes the right person for this role because you are dealing with sensitive situations,” she explains. “You can just sense when caring for others is genuinely ingrained in someone. It’s evident in everything they do.” This careful selection process reinforces the authenticity and effectiveness of Southwest’s internal customer care approach.
Michael’s personal experience during his cancer battle perfectly illustrates this genuine southwest customer care. The support and individualized attention he received from Southwest leaders and the ICC Team were deeply meaningful. “It’s not something they do for appearances,” he emphasized. “They do it because they have genuine heart, and they truly love their Employees.” This heartfelt approach to employee well-being is not just a program at Southwest; it’s woven into the very fabric of their company culture, making it a truly unique and caring place to work.
