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We're proud that our team has the empowerment to go above and beyond for our customers and can see this in the rave reviews we receive from our customers on a consistent basis. This past year has been our lowest attrition rate in my time here. We do hold our team accountable to meeting expectations, but along with this, ensure that they have all the tools they need to do so. Our team consistently achieves these expectations and beyond so we are confident that these are reasonable and fair. If we do have a situation where a team member is not meeting expectations, we make sure it's clear and offer direct support to them on how to achieve them. Thankfully, most of the time, the team member gets back on track. When our team members are meeting expectations, our leaders will change the conversation to how we can further their career - trying to map out where an individual wants this to go and how we can support it. We're working to involve our team more and more in our roadmap and are excited about how this will further the careers of our most experienced and high performing team members. - Michael, Customer Care Manager