Unstoppable Retail: What's Working Group

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”, asking the right questions to identify the root cause before acting — helping to prevent errors and build stronger trust with customers. ⭐⭐⭐⭐ ⭐

• Dandan practised “Check the question”, pausing to reflect on what the customer is really asking, particularly during cover reviews where customers may feel concerned about rising costs. ⭐⭐⭐⭐⭐

• Jessie worked on “Stay curious a little longer”, exploring the reasons behind customer concerns and using thoughtful questions to better identify their needs and create more engaging interactions. ⭐⭐⭐⭐⭐

• Poppy focused on clarity and understanding, slowing down to ensure customer needs are fully identified before providing solutions — reinforcing trust, respect, and accountability in every interaction. ⭐⭐⭐⭐ ⭐

While each of us applied different strategies, a common theme emerged: pausing, listening, and understanding before responding. These small but intentional changes are helping us deliver more meaningful support, build stronger customer connections, and improve how we collaborate as a team.

The changes creating a positive shift in both our mindset and daily behaviours. Together, we are building stronger habits, greater resilience, and a more thoughtful approach to customer care. We will continue to challenge ourselves and grow as a team through this journey. 💪