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In this final part of our 3-part focus on service, this one is all about dialling up your internal and external service experience by focusing on the concept of the Stroke Index.

We are thrilled to be joined again by our close colleague Lindsey Thompson who is an expert in Transactional Analysis and Team Dynamics. She shares powerful insights into how to clean up the internal atmosphere to create a shiny experience for your customer. If no-one is looking out for each other within or between teams, then this impacts even the most hardened of us at a fundamental level - our human need to know 'I matter' which creates belonging and commitment.

Lindsey explains the concepts of Stroke Economy as part of your team health-check and how looking at your Stroke Index is the place to start when looking at building an internal sense of service. A stroke is a unit of recognition - think of it like a behavioural calorie that fuels our relationships. And when everyone is busy, it is even more valuable when we take even just a minute to check-in with each other. If you want to give a customer experience of time, care and respect - then this has to be felt inwardly between teams in order to keep providing this externally.

For leaders (both formal and informal) this is a good reminder of the need to shift from transactional to relational interactions - getting to know your people beyond a superficial level. If leadership was all about just tasking and powering through a do-do list, then you wouldn't need leaders.

(NB: Here is the link to the analogous story that Lindsey references - the Warm Fuzzies)


Lindsey Thompson is owner of LTW Coaching Ltd and as a trainer, professional coach and Emotional Intelligence Practitioner she specialises in TA and Team Dynamics. You can contact Lindsey via Linked In

Curious for more? Here are some of our related episodes:

Ep. 98 Summer School: R is for Relationships
Ep. 137 Keeping Well in a Corporate - a TA Perspective (with Lindsey Thompson)
Ep. 128 Teamship - Minimise Politics, Maximise Pace