Lattice

You take a deep breath, and slowly push your seat away from the desk. Your inbox is empty, your notifications are cleared, your texts are returned and you have nothing else to do in this moment than reflect on your strategic plan and think about where you want your business to be in five years.

As the meeting commenced, the director announced to the team that an informal survey had been conducted, the results of which would be shared with everyone. Not only had they called customers to ask what they thought of their reps, but they also reviewed call recordings and email exchanges to better understand the quality of service they had been providing to their clients.

Some smiled and sat up straighter, while others appeared ashen and faint.

 There’s a new project on the table, and the office is abuzz with excitement.

You know the drill. Team members chime in with enthusiasm about the great potential this project holds, from increased customer satisfaction to new revenue streams. Brainstorming results in a list of positive ideas with each suggestion triggering a new, more improved offering.