The Monday Mindset
Theme of the Week: Back to Basics 🦔
This week, let’s revisit the foundation of our Hedgehog Concept—the guiding principle that keeps us focused and aligned. As a team, take time to review the original PDF that introduced the Hedgehog Concept. Reflect on its core ideas and how they shape what we do every day.
Understanding our roots helps us stay grounded and sharp as we move forward. Click the link to access the PDF and discuss ways we can apply these principles in the work we do this week!
Download The PDF
Click the image below to download your PDF.
Customer Connection: Bundle Blitz
Remember, our company’s Hedgehog Concept is Units Per Transaction. Today’s game will sharpen our skills and get us thinking about bundling products!
This small action has big benefits:
- Grab a pen and paper or open a note on your device.
- You’ll have 60 seconds to write down as many helpful product bundles as you can think of.
- Think about common customer scenarios and how products complement one another (e.g., post-surgery needs, mobility challenges, sleep therapy, etc.).
- Example: A CPAP machine + mask + cleaning supplies = A sleep therapy bundle.
- Focus on creativity and practicality—aim to create bundles that improve customer outcomes while offering them a seamless solution.
- After time is up, we’ll go around and share 1-2 favorite bundles from your list. How many bundles were you able to think of?
- Discuss why those bundles make sense and how they provide value to the customer.
This exercise helps us think like our customers, understanding their needs and tailoring wellness solutions that exceed their expectations.
Real Customer Call
Today, we’ll be listening to a new real customer call! Voices, 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.
What are you waiting for? Let’s dive in! After today’s activity, you should have the tools to learn from this scenario and an enhanced ability to benefit future customers.
Positive Aspects:
- Clarity: Clear instructions on sending the prescription and insurance card.
- Efficiency: The call was quick and to the point.
- Reassurance: Set clear expectations for processing time.
Areas for Improvement:
- Tone: A warmer, friendlier tone would improve the experience.
- Engagement: Asking if the customer had further questions would show more care.
- Closing: A more personalized closing would leave a better impression.
Watch the Video
Click the video player below to watch today’s video. For the best viewing experience, be sure to switch to fullscreen mode.
Team Building Thursday: The GROW Model
The GROW Model is a simple, structured framework that aligns beautifully with our Hedgehog Concept. Both frameworks emphasize clarity, intentionality, and progress toward what matters most. Today, make a goal based on the GROW model either for yourself or your team.
Establish the Goal
Think about a personal or professional development goal that is meaningful and actionable. It could be a skill you want to improve, a new habit you want to adopt, or a way to elevate your impact on the team.
- Example: “I want to improve how I bundle products to better serve customers.”
Examine the Current Reality
Take an honest look at where you are now. What’s working? What’s not? This step helps you clarify the gap between where you are and where you want to be.
-
- Example: “I currently bundle products only when prompted or when a customer asks about additional options. I don’t proactively think of bundles that would benefit them.”
Explore Obstacles/Options
Brainstorm what might be holding you back and the potential solutions available. This is where creativity and problem-solving come in.
-
- Example Obstacles: “I’m not always familiar with product compatibility.”
- Example Options: “I could spend 10 minutes each morning reviewing potential product bundles and talking to colleagues for advice.”
Establish the Will
Commit to specific actions that will move you toward your goal. Break it down into steps that are achievable and identify how you will stay accountable.
-
- Example: “I will create and use a product compatibility cheat sheet and ask for feedback from two colleagues by the end of the week.”
By breaking big ideas into actionable steps, we can align with our Hedgehog Concept and take ownership of our personal and professional growth.
Fun Friday: Weekend Plans!
Let’s wrap up the week with something light and fun! For today’s huddle, we’ll take a moment to share any exciting plans we have for the weekend or anything fun coming up soon.
Whether you’re planning to relax, go on an adventure, celebrate a milestone, or simply catch up on some rest, we’d love to hear about it.
What are you looking forward to? Let’s share!
