Episode Description:

In this episode of Everyday Learning, Michelle and Kaiz explore two very different mindsets that can exist within service teams: competition and cooperation.

In frontline environments, the difference between these two approaches is felt immediately by guests. When team members compete against each other, service slows down, communication breaks, and everyone loses. When teams cooperate, service becomes seamless, guests feel cared for, and success is shared.

Through a clear and relatable service scenario, Michelle and Kaiz show how cooperation multiplies results. Helping one another, even in small ways, improves the guest experience and strengthens outcomes for the entire team.

Today’s Mantra:

“Together we succeed, divided we struggle.”

Exercise for Frontliners:

Today, proactively support a colleague without being asked. Help with a task, assist a customer they are busy with, or clear a plate from their table. Notice how one small act of cooperation changes the flow of the shift.

Manager Reflection:

Leaders, be mindful of what you reward. Praising only individual performance encourages competition. Publicly recognizing acts of teamwork builds a culture of cooperation where everyone works toward shared success.

Listen, reflect, and share this episode with someone who serves with heart.