1. Embracing Servant Leadership A Summary of my 2014 Leadership Experience The Basics What: I implemented a leadership style of managing vs. leading my team members When: June-July 2014 Why: I wanted to learn how to implement the Servant Leadership model and discover how it would affect my relationship with my team as well as their performance. How: I worked four evening shifts managing my team and then four shifts leading them by serving. After each shift I evaluated our Speed of Service and the time we finished closing and had my team members fill out survey sheets. Managing my Team Leading my Team What I tried to model: Works in an authority position Has subordinates – people who follow because they have to or for reward of just their wages Solves all problems on their own Focuses on the tasks Does not always give recognition or credit and may blame team for every mistake Assigns tasks Results/Reflections: More difficult to meet goals Average reviews from team members Frustration with their lack of independence Average customer feedback on these shifts Felt isolated from team members Above the team but not part of it What I tried to model: Works in a position to oversee but maintain coaching Creates “followers” – team members who follow the leadership because they believe in it and believe it will make them better Guides the team to solve problems on their own Focuses on the people Gives credit and takes blame Coaches team Coaching questions every shift Results/Reflections: Entire team works together to meet goals Higher reviews from team members Feelings of higher value Higher customer feedback than I have ever received Felt like a mentor and a necessary part of the team without being the most essential piece Everyone with equal value Katy Feldman

2. implications Tips Food for Thought Challenge yourself to use servant leadership on your shifts Makes the store a better place Helps your team members actually improve their skillset and their own leadership Customers notice how we are interacting with each other, and our relationships affect our work performance Honestly, more than anything else I felt closer to my team than ever before and better able to understand what they needed from me “People don’t care how much you know until they know how much you care.” John C. Maxwell Don’t put yourself in the drive thru, be the expeditor! Spend time with customers every shift. Double check your team and make them correct their own work. Switch it up! Put a team member in a position that they don’t often work. Set them up for success by having another team member give them advice about the position before they begin. Let your opener/closer delegate tasks. They often see more of how their peers perform various tasks and can do a good job of assigning tasks. Support their decisions and help them enforce the expectations. Assign some decision making to a team member who you think you can help develop that day. Have a conversation with your most frustrating team member. Ask people how they’re doing every day when they walk in. Don’t bombard them with any woes of your day when they first arrive. Start with something positive! What does this project mean for you?

3. Coaching Questions What is your position on this shift and how does it relate to the areas of OE (SOS, Cleanliness, A&C, Taste)? What is your position on this shift and how does it affect your other team members? If you were to perform your job poorly today, how would it affect our customers? If you were to perform your job poorly today, how would it affect your team members? What is something that you don’t yet know how to do or have not been trained on yet? How can I help you accomplish this goal before you leave today? What do you feel is your biggest strength in your position today? Do you feel like you have any weaknesses in your position today? How can I help you develop these skills? I challenge you to give away 3 compliments to different team members today. I challenge you to learn something from a customer today and pass this knowledge on to me before you leave. Choose a team member that you think you could coach today. After your shift tell me what advice you gave them or what you taught them. How do you feel today’s shift went for you? What could you have done to make it better or what will you do next time differently? Tell me something that happened that frustrated you today. What can I do to resolve the issue now or to prevent it in the future? What did you think of my performance on our shift today? In what ways can I improve my own skills? Coaching Questions What is your position on this shift and how does it relate to the areas of OE (SOS, Cleanliness, A&C, Taste)? What is your position on this shift and how does it affect your other team members? If you were to perform your job poorly today, how would it affect our customers? If you were to perform your job poorly today, how would it affect your team members? What is something that you don’t yet know how to do or have not been trained on yet? How can I help you accomplish this goal before you leave today? What do you feel is your biggest strength in your position today? Do you feel like you have any weaknesses in your position today? How can I help you develop these skills? I challenge you to give away 3 compliments to different team members today. I challenge you to learn something from a customer today and pass this knowledge on to me before you leave. Choose a team member that you think you could coach today. After your shift tell me what advice you gave them or what you taught them. How do you feel today’s shift went for you? What could you have done to make it better or what will you do next time differently? Tell me something that happened that frustrated you today. What can I do to resolve the issue now or to prevent it in the future? What did you think of my performance on our shift today? In what ways can I improve my own skills?

4. Coaching Questions Coaching Questions