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Evaluate and reflect on what the team needs and wants to achieve

• Check out information about current or potential team members’ work in the context of developing a more innovative team
• Bring people into the team or make suggestions for team members based on what needs to be achieved and the potential for cross-fertilising ideas
• Acknowledge, respect and discuss the different ways that people may contribute to building or enhancing the team

Jointly establish ground rules for how the team will operate

• Agree and communicate responsibilities in ways that encourage and reinforce team-based innovation
• Agree and share tasks and activities to ensure the best use of skills and abilities within the team
• Plan and schedule activities to allow time for thinking, challenging and collaboration
• Establish personal reward and stimulation as an integral part of the team’s way of working

Model behaviour that supports radical innovation

• Seek external stimuli and ideas to feed into team activities
• Proactively share information, knowledge and experiences with other team members
• Challenge and test ideas within the team in a positive and collaborative way
• Proactively discuss and explore ideas with other team members on an ongoing basis

Customer service is just a day in, day out ongoing, never-ending, unremitting, persevering, compassionate, type of activity.