Episode #27: Creating “Extra Hug Moments”

Episode #27: Creating “Extra Hug Moments”

The “what” is easy. Craftwork is a specialty coffee shop and vibrant membership-based workspace with locations in Fort Worth and Austin. We serve craft coffee and are a connected coworking space. But you knew that already. Our “why” is our heart – we desire to create spaces and places where our members and customers experience connection and community.


Happy Monday friends,

Running an airline is a complex business where simply being profitable is rare. By the numbers, Southwest Airlines is just as complicated as other major airlines. The airline employs 50,000 people and serves 118 million passengers per year, yet Southwest is able to consistently deliver something different for passengers. How do they do it? The secret may be found in this short video about one extra hug that a Southwest team was able to create for the family of a passenger deploying to Kuwait.

How do leaders create the types of cultures where “one extra hug moments” can happen? Let’s see what we can learn from the video. It is clear Southwest’s mission is to be more than just an airline. They are interested in creating moments for their customers that are worthy of being told. Airlines are obviously highly regulated with many strict rules. This doesn’t stop Southwest from empowering its employees to make good and creative decisions within those boundaries. In this case, each employee was empowered, trusted, and celebrated for creating a moment where the whole plane cheered. Southwest can only create these moments if they equip, empower, and celebrate their employees. They have to put their employees first. Some companies talk this talk, but Southwest clearly walks it. Our hope is that more companies do the same!


You may have seen our new Elevate Video. Emma and Brian, our teammates (and talented thespians) are great, are they not?! We hope you enjoy it and would love your feedback! As the text in the video shows, right now (until end of May), when you join as a 12-month member, your first month is on us. If you are looking for a different work environment, we hope this is a good opportunity to consider joining our community!


This Saturday (4/20) from 12-3 pm, our Foundry location is hosting an event serving our Peruvian single origin on several different brew methods in different parts of the cafe! Come sit on the Patio, drink some Peruvian coffee, and yes…bring your pups! We hope you can join us. Click here for a free ticket.

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