March 17th – 21st 2025

Theme of the week: Creating Your Own Luck ☘️ 

Happy St. Patrick’s Day, team! Let’s start this week thinking about luck—and more importantly, how we can create it. While luck may seem random, it often comes down to preparation, mindset, and effort.

Here’s how we can shift our perspective:

• Preparation Meets Opportunity: Luck often shows up when we’re ready for it. Stay sharp, keep learning, and embrace challenges—they could open doors you never expected. 
• Positive Mindset: Believe in the possibility of good outcomes. A positive outlook can make you more aware of opportunities others might miss. 
• Take Action: Luck favors those who take chances. Speak up, try something new, or go the extra mile—it might just lead to your next big success. 

When interacting with customers, it’s crucial to approach every person with an open mind and without assumptions about their status, needs, or experiences. 

Whether it’s their ability to pay, their knowledge about our products, or even their insurance coverage, assumptions can lead to misunderstandings or missed opportunities to provide exceptional service. Worst case scenario, it can lead to our customers not receiving a full care solution. Instead, focus on asking thoughtful, open-ended questions to better understand their unique situation and offer personalized solutions. 

• Think of a time when you or someone you know might have assumed about a customer. How did it impact the experience? Did you have any regrets?
• Now, think about how approaching that situation with curiosity and neutrality might have led to a better outcome. 

Let’s commit to making every customer feel seen, heard, and valued by replacing assumptions with genuine interest and care.

Today, we’ll be listening to a new real customer call! Names, locations, and all sensitive information have been altered in the call. You’ll have a chance to either listen to or read a real customer question and then engage in a discussion with your team, where you’ll explore how best to respond to the call.

The employee delivered excellent service by:

• Asking the right questions to understand the customer’s needs (rent or purchase).
• Offering both rental and purchase options, with clear explanations.
• Being friendly and accommodating throughout the call.
• Providing clear, detailed directions to the store.

His attentiveness and clear communication left the customer feeling well-supported.

In 2008, Jay Broadbent and his family started the B in Motion Foundation. Using donated funds and volunteers the company, the foundation provides wheelchairs, power wheelchairs, and other medical equipment – free of charge – to qualifying recipients in need.

B in Motion has the privilege of helping people with mobility needs. In 2022, we had an exceptional opportunity to donate and deliver a wheelchair-accessible van to a woman with a degenerative connective tissue disease who is in a wheelchair much of the day. To add to the challenges that bring to her and her family, they also have four children with autism. While she still can, she needs to be able to drive herself to her job to help provide for her family. This vehicle has helped them tremendously! 

Today, we’re wrapping up the week with a fun activity called “Guess Who” to build connections and share a few laughs.

Choose a game moderator. Everyone, answer one of the following questions and Teams them to the moderator separately.

• What’s your favorite film? 
• A unique fact about yourself?
• Dream holiday destination.
• What leadership quality do you most value? 
• How would you describe your role in three words? 

Moderator: read the answers aloud, and everyone will guess who gave each response. Once guessed, the person can share more if they’d like!

Thanks for playing, and let’s carry this energy into next week. Have a fantastic Friday!