We collectively feel we are operating at around 85% in the “Transition Out” stage. This reflects a shift from reacting instinctively → to responding with clarity, intention, and structure.
Impact beyond customer interactions
We are seeing strong personal and team benefits:
• Better emotional control → not taking stress home
• Increased confidence in handling:
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-
@Colin Lattanzio - I sounds like you and the team at Rundell Mall have really embraced both the thinking and the opportunity of the Unstoppable Retail micro-strategies. Its fabulous to hear how this has supported a better customer experience and how your efforts have been reflected in your NPS results. Congratulations!!!
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…
@Jessie Cao - I really loved reading your reflections here. I particularly liked the recognition that making this shift doesn't just happen. It requires focus and a willingness to be intentional for a period of time. Not just one day. Congratulations for having the courage to stick with it during the busiest time of year - I'm really glad that you felt the benefit.
Hi @Cecilia Chan. Wow!! I absolutely love how you have applied the team's experience to the Moment Mountain. Brilliant!