Unstoppable Retail: What's Working Group

Attached “What’s working Board” by Team Doncaster:

Hi Team,

With strong 5-star strategies and our “What’s Working” board, our team has been using best practices to identify and reflect throughout our daily work and morning huddles. Each individual finds this helpful and empowering. As we have previously shared on the wall with our individual reflections, this has been a great gain for our team. We believe it will continue to help us contribute, identify disruptions when they occur, shift into “surfer mode,” and reflect effectively.

Where is our team on the mountain right now?The answer is: “Transition In.”

team reflections for March with these specific strategy cards.

Pause before Processing-

As a CMA store, March has been an exceptionally busy month, with high demand across agent enquiries, email enquiries, CM follow‑ups, Cm queues, phone enquiries, VIVA calls and corporate calls. Instead of feeling overwhelmed, we worked together as a team—communicating consistently through Teams, monitoring the queues, and ensuring our storefront remained fully covered. Valid communication within our team and setting expectation with external party has been key throughout March.

Clarity Before Commitment-

March has been an especially intense and fast-paced month for our team, where increasing customer demand, operational pressure, and tight timelines all came together at once. It often felt like everything was urgent, and in those moments, the natural reaction was to jump straight into action. However, this is exactly when we realised how important it was to pause and apply structured thinking strategies. We began to consciously slow down our thinking, even in high-pressure situations by testing out the weekly strategies. Instead of reacting impulsively, we used these tools to regain clarity and direction. March became more than just a challenging period—it became a real-life testing ground where we practised how to stay focused, manage stress, and make better decisions as a team.

Applying the Strategies

·       Stay curious a little longer: During a case involving a repeated product complaint, our initial instinct was to process a quick replac…

Through the Unstoppable Retail – 12 Week Challenge, our team has embraced a simple but impactful approach: turning small strategy cards into daily actions. By each selecting one card per week, we’ve been able to pause, reflect, and consciously adjust how we support our customers and work together.

Across the different stages of the program, we’ve noticed a meaningful shift in how we think and respond — especially during a busy period with increased customer enquiries and changing needs. Instead of reacting quickly, we are learning to slow down, listen more deeply, and focus on understanding before taking action.

This is reflected in how our team is applying the strategies in real situations:

• Miguel focused on “Pause before Processing”, taking time to actively listen to both phone and face-to-face customers, especially those new to Australia, ensuring their needs were fully understood before proceeding. ⭐⭐⭐⭐⭐

• Jenny applied “Clarify Before You Fix”,…