The Monday Mindset
“The only thing that endures over time is the Law of the Farm. You must prepare the ground, plant the seed, cultivate, and water it if you expect to reap the harvest.” – Stephen M.R. Covey, The Speed of Trust
How do you think this quote fits our bigger goals as a team? What seeds can we be planting today, to reap a harvest of success in the future? Share any ideas with your team.
The Speed of Trust
To access the Leadership University book “The Speed of Trust,” first call Janae Ingram at x1856 to receive a code. Then, download the Audible app on your phone and log in using the username Janae.ingram@caddiscap.com and the password BookClub801.
Challenge! “Don’t Say No”
When customers walk into our store, we often don’t have the exact answer to their questions. Because we are so busy, it may be easy at times to respond to a request with a simple “no.” Pair up with a colleague. One of you will play the role of a customer presenting a problem they might encounter with our products or services. The other person will be the customer service representative who must find a solution without simply saying “no.”
Find a partner and decide who will be the customer and who will be the customer service representative. The “customer” presents a realistic problem they might encounter. The “customer service representative” must respond without saying “no,” offering a positive and constructive solution. After a few minutes, switch roles and repeat the exercise.
The goal is to enhance our customer service skills by learning to approach problems with a solution-oriented mindset, ensuring we always strive to meet our customers’ needs positively.
Exceeding Expectations
“Exceeding expectations is where satisfaction ends and loyalty begins.” – Ron Kaufman
We can keep our culture and company healthy as we practice the Hedgehog Concept DAILY. Exceeding customer expectations is our priority. Discuss as a team:
- What does it mean to you to have a healthy customer interaction?
- What does a healthy interaction look like? What do you consider “unhealthy” in a customer or team interaction?
Each team member shares a recent positive customer interaction they experienced or observed, highlighting what made it successful and healthy.
Don’t forget! Our culture impacts how we interact with our customers. Use what you’ve learned today in your customer interactions this month. Together, we can ensure that our interactions reflect our commitment to the Hedgehog Concept.
Conflict Participation
“Conflict cannot survive without your participation.” When conflict arises, your participation can either help escalate or resolve conflict. Think of a recent conflict you were involved in at work.
Briefly share your conflict scenario and how you participated. Focus on how you “participated” in that conflict: did you make it better? Did you make it worse? How did it play out? Be honest and listen to everyone in your team.
Conclude the activity by writing down one actionable step you can take to manage conflicts more effectively. Share with the group for motivation & accountability.
Understanding and controlling our participation in conflicts can lead to more constructive and harmonious workplace relationships.
Best Moments
Let’s end the week on a positive note by sharing our best moments from the past week. This activity is a relaxing way to engage and connect with each other.
Each team member takes a turn to share their best moment from the past week. This could be a personal achievement, a positive customer interaction, a breakthrough at work, or even a small joy from everyday life.
What can you do to keep the good energy going next week? Is anything coming up in your schedule that’s exciting? Share with the team and make a plan for success!
Let’s carry this positive energy into the weekend and come back refreshed and ready to create more great moments together!