When you look back over the year we've just had, do you know what your biggest headache has been? Reflection is a vital part of improving. How else do you know what can be done better?
Start with the biggest problem you faced in the year. It might have been a one-off or could be something that's ongoing. Have you resolved it? And in a way that it won't be a problem again?
If you have, awesome! Move on to the next biggest headache you've faced and ask yourself the same questions. If you are able to reflect there will be moment you'll see that have been problems and still need addressing. It mightn't have been an actual painful headache but missed opportunities to have done better, to have delivered a better service. Sort it out!
We want to also, and we're going to! Why? Because we always look to improve, to operate better and deliver better service. That also means improvements for our clients as our success and a great 2020 is directly linked to theirs.