May 12th – 16th 2025

Theme of the Week: From Feedback to Fuel ⛽

This week, we’re shifting our perspective on feedback—whether it’s from customers, teammates, or managers. Feedback isn’t just something to react to; it’s fuel that powers growth, improves processes, and drives innovation. By learning how to embrace feedback constructively, we can turn it into a catalyst for better results, stronger relationships, and personal and professional development.

Let’s explore how to turn feedback into fuel:

• Listen with an Open Mind: Feedback can sometimes feel personal, but it’s often a reflection of what’s working (or not) in the system around you. Shift your mindset to see it as valuable insight, not criticism. Ask yourself, “What can I learn from this?”
• Act on It: The true value of feedback comes when it’s applied. Whether you’re improving a customer’s experience, refining a process, or adjusting your own habits, put that insight into action. It’s how good teams become great teams.
• Give Feedback Constructively: Feedback flows in both directions. How can you help others fuel their growth? Be honest, thoughtful, and solution-oriented when sharing feedback. It’s one of the most powerful tools for fostering a culture of growth and trust.

Step 1: Review Written Feedback Examples

As a group, you’ll be presented with six examples of feedback:

• 3 Constructive Examples: These are well-phrased, actionable, and have a clear sense of direction.
• 3 Non-Constructive Examples: These are overly vague, harsh, or lack direction.

Here’s an example list:

1. “The report you submitted was excellent! Great detail and clarity.”
2. “You’re terrible at time management.”
3. “I noticed the presentation was missing key data points—let’s include those next time.”
4. “You’re so disorganized; no one can keep up with you.”
5. “I can tell you’re putting in effort—let’s talk about how to prioritize tasks more efficiently.”
6. “This is not what I wanted at all.”

Step 2: Identify and Reframe Feedback Together

• As a group, identify which examples are constructive and which are not.
• Work together to rewrite the non-constructive feedback to make it more actionable and motivational.

Step 3: Reflect

• What made the original examples constructive or non-constructive?
• What changes made the reframed feedback more effective?
• How can we apply these principles in real-life interactions with colleagues or customers?

Today, we’ll be listening to a new real customer call! You’ll have a chance to listen to a real customer question and then engage in a discussion with your team, where you’ll collectively explore how best to respond to the question.

After watching the video, discuss with your team how you would approach the customer call. What stood out to you? What would you have done differently?

Today, we’re throwing it back to 2020. As a provider of essential medical equipment, we didn’t just adapt — we rose to the occasion. It was a year of perseverance, innovation, and unwavering dedication to our customers and communities.

In the face of a global pandemic, we were proud to be the first oxygen provider in the state of Utah to deliver oxygen to a COVID-19 positive patient. This milestone marked the beginning of our frontline efforts to support over 1,000 COVID-19 positive patients, delivering life-sustaining oxygen to their homes during one of the most critical times in healthcare.

Our team’s contributions during 2020 stand as a testament to our commitment to care:

• Frontline Heroes:
  • PSRs (Delivery Staff) and RTs (Respiratory Therapists) were on the ground daily, ensuring critical equipment reached patients in need.
  • CRS (Customer Retail Specialists) kept operations running smoothly, offering compassionate care and guidance.
  • HR Excellence: Our HR team worked tirelessly to adapt policies, provide education on safety guidelines, and prioritize the well-being of both staff and customers.

• Innovation and Growth:
  While navigating the pandemic, we also focused on improving how we serve our customers. A few of our many wins in 2020 included:
  • In April 2020, we launched a new website, making it easier for customers to access our services online.
  • By July 2020, we integrated Podium, enhancing communication and customer feedback.
  • In October 2020, our IT department introduced a new phone system to streamline operations and improve efficiency.

2020 was the year we proved to our customers that we could meet their needs while earning their trust. By prioritizing safety, adapting quickly, and maintaining a compassionate focus, we delivered on our promise to provide the highest quality of care — even in the most challenging times.

Take a moment to think about how you’re feeling about work as we approach the end of this week. Now, sum it up in just one word. For example, you might feel “Energized,” “Overwhelmed,” “Grateful,” or “Motivated.”

Let’s go around the room, and everyone will share their one word. Once everyone has shared, we’ll take a few minutes to reflect together:

For Those Who Shared More Challenging Words:

• What can we do as a team to make things better next week?
• Are there barriers we can address or changes we can make?

For Those Who Shared Positive Words:

• What went well this week?
• What can we keep doing to maintain that energy and positivity?