Dave Nelson

January is always a great time to reflect on the successes and challenges of the past 12 months as goals and expectations are set for the coming year. Simply put, January is a clean slate that offers 365 days of opportunities.

In May, many of our teammates had the opportunity to hear Melissa Stockwell present at the Express seminar in Orlando. A highly decorated Soldier who was injured in Iraq on April 13, 2004, Melissa lost her left leg above her knee to a roadside bomb on the streets of Iraq.

Customer service is a topic any worthwhile organization takes seriously. A company may have the best product selection at the best prices, but a poor customer experience can undermine all of that in one interaction.

In my last Exchange Post column, I talked about our legacies and the lasting impact we make on those around us. Building a legacy takes time and, fortunately, we have the tools to help not only develop your professional legacy but also grow personally.

What will your legacy be? If you think about it, the vast majority of our associates know the policies, programs and requirements for completing their duties. Why then are some more effective than others?

My responsibility is to ensure our people have the resources they need to meet the objective and are on track. We have tremendous talent at the Exchange who often have the best ideas, so I need to get out of their way and allow them to run with it.