Gavin Blair

Yeah, I want to highlight that. I think you get a lot of the best version of people showing up in these instances, which is, again, incredible. I think there's a few key elements to what we're talking about. A, it's being very deliberate and having a plan around what...

quality and what interactions look like to a level of specificity where people can take the values you have as an organization or as a team and see its direct application. You're training them on when to acknowledge the emotional side of feedback. It's often at the very beginning of an interaction with a customer.

quality and what interactions look like to a level of specificity where people can take the values you have as an organization or as a team and see its direct application. You're training them on when to acknowledge the emotional side of feedback. It's often at the very beginning of an interaction with a customer.

quality and what interactions look like to a level of specificity where people can take the values you have as an organization or as a team and see its direct application. You're training them on when to acknowledge the emotional side of feedback. It's often at the very beginning of an interaction with a customer.

You want to almost like level set with them in a way that isn't pandering to them either. It's, I see you, I understand, and I'm giving you the right level of empathy and sensitivity to what your situation is.

You want to almost like level set with them in a way that isn't pandering to them either. It's, I see you, I understand, and I'm giving you the right level of empathy and sensitivity to what your situation is.

You want to almost like level set with them in a way that isn't pandering to them either. It's, I see you, I understand, and I'm giving you the right level of empathy and sensitivity to what your situation is.

And it's also then about knowing when to switch that off and move forward and to not play an outsized role in trying to dwell on or reflect on something that, look, at the end of the day, we think people are working with us because they want structure and they want actions and they want answers. And so that's very much the focus of what we try to do.

And it's also then about knowing when to switch that off and move forward and to not play an outsized role in trying to dwell on or reflect on something that, look, at the end of the day, we think people are working with us because they want structure and they want actions and they want answers. And so that's very much the focus of what we try to do.

And it's also then about knowing when to switch that off and move forward and to not play an outsized role in trying to dwell on or reflect on something that, look, at the end of the day, we think people are working with us because they want structure and they want actions and they want answers. And so that's very much the focus of what we try to do.

So we're very clear about how conversations start. We're very clear to our team about what it means to be organized and to be able to then manage a plan for them. And that's a nice real vehicle ultimately for us. It's not an open-ended thing. We have a recovery plan that is the main kind of artifact of what we provide. We're able to like turn attention and focus to that plan.

So we're very clear about how conversations start. We're very clear to our team about what it means to be organized and to be able to then manage a plan for them. And that's a nice real vehicle ultimately for us. It's not an open-ended thing. We have a recovery plan that is the main kind of artifact of what we provide. We're able to like turn attention and focus to that plan.

So we're very clear about how conversations start. We're very clear to our team about what it means to be organized and to be able to then manage a plan for them. And that's a nice real vehicle ultimately for us. It's not an open-ended thing. We have a recovery plan that is the main kind of artifact of what we provide. We're able to like turn attention and focus to that plan.

And we're immediately able to start giving them context where in this plan, they see what it looks like for six, 12 plus months. They understand along each track of what they're trying to do and rebuild what the milestones are, how long it's going to take to get there, what the requirements are.

And we're immediately able to start giving them context where in this plan, they see what it looks like for six, 12 plus months. They understand along each track of what they're trying to do and rebuild what the milestones are, how long it's going to take to get there, what the requirements are.

And we're immediately able to start giving them context where in this plan, they see what it looks like for six, 12 plus months. They understand along each track of what they're trying to do and rebuild what the milestones are, how long it's going to take to get there, what the requirements are.

And so that's definitely like a helpful way that, you know, we're able to drop right into some structured ways and some very actionable ways. insights and stuff like that. But I think as you can appreciate what really makes people feel disconnected and frustrated, these are just some clear things.

And so that's definitely like a helpful way that, you know, we're able to drop right into some structured ways and some very actionable ways. insights and stuff like that. But I think as you can appreciate what really makes people feel disconnected and frustrated, these are just some clear things.

And so that's definitely like a helpful way that, you know, we're able to drop right into some structured ways and some very actionable ways. insights and stuff like that. But I think as you can appreciate what really makes people feel disconnected and frustrated, these are just some clear things.

When they're talking to someone who feels that it's like they're unaware of your background, you've got to repeat yourself. That's something that we have to just immediately eliminate. They're looking for timely and actionable advice. They're looking for their emotions, again, to be acknowledged, but without overly being kind of coddled. They desire efficiency from us.