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MonthlyNewsletterNOVEMBEREDITION

Enjoy our monthly newsletter Announcing Award Winners & So Much MoreWELCOMEWELCOMEWe want to hear from YOU! Based on feedback from the Voice Survey, we continue to seek outopportunities to improve the communication flow in the Organization andwe are excited to share our next avenue to provide feedback, ask a questionor celebrate something. Using this Google Form, you can submit anything that you want to share -->The "Good" and "not so good" that you want to communicate with SeniorLeadership. We look forward to the opportunity to hear from you in this forum!

Table ofContentsPage # 4Page # 4Leadership MessagePages # 5 - 7Pages # 5 - 7Team RecognitionsPages # 8-10Pages # 8-10Award RecognitionsPage # 12Page # 12Community PagePage # 13Page # 13WayhealthyPage # 14Page # 14Page # 15Page # 15Recipe of the MonthClosingPage # 11Page # 11Leadership Corner

Leadership MessageLeadership MessageTeam, What a past few weeks it’s been! A huge thank you toeach of you as we’ve come together as a team tonavigate just about everything peak can throw at us.I’ve been floored by the way that you all havesupported one another, from sharing best practicesand answering questions to sending the most hilariousgiphys in team chats. I really need to step up mygame! I’m going to take a bit of a different approach to thenewsletter this month--excited to recognize our awardwinners after this--but first we’ll be taking a pagefrom the Friday Gratitude playbook with shout-outsand kudos for the full team. These quotes fromcustomers capture just a small portion of the amazingwork you all do every day to bring joy to those whoshop with us. I’m incredibly proud of each of you! Charlie

Amelia's Team:Amelia's Team:WatercoolersWatercoolersAlexandra Soetermans - “They handled my issue quickly, effectively, respectfully, and went above andbeyond to make sure I felt appreciated as a customer” Amanda Farthing - “Quick response. Handled my problem very quickly. Great service!” Brandon Gregory - “Very helpful. Answered my question promptly and completely!” Chanel Cummings - “Very responsive. I felt valued” Colin Pierre-Louis - “Great customer service!!! Always solve any issues I may have. Thanks again!” Colleen Malkowski - “OUTSTANDING      ” Corra St Pierre - “By far the best customer service I have experienced.” Gaby Bustos - “Very helpful and quick response! Very satisfied with how helpful and nice the personanswering my questions was! Very very satisfied!” Jaime Torres - “Thanks for providing the service it was really great quick and very efficient and you stillfeel like you have a connection to a one on one person within such a huge company” Maritza Veloz - “The service agent explained how the text conversation would go. The language usedwas polite. I was very satisfied with the results. I was also pleased that the agent asked if I neededanything else. So what fern people are in a rush today. Great service !! Keep up the great work.” Mayela Maldonado - “I received a broken crock and thought I’d be facing a hassle—not so! The textingexperience was flawless and the person in customer service was excellent! She turned a potentialcustomer loss into just the opposite…I will definitely order from Wayfair again due to great customerservice. Thank you!” Shagara Noles - “Shay was exceptional in reducing my worries about my missing package. She trulyeased my mind. Her message at the conclusion of our conversation truly warmed my heart. Thank youShay!” Sophe Nguyen - “Communication with this representative was excellent. Rep was quick in responding,courteous and thorough” Stephanie Kearney - “Your representative was prompt and extremely informative. I'm happy to be a newcustomer with your company.”

Sam's Team:Sam's Team:Bringing Flexy BackBringing Flexy BackAngela Rowe - “Very prompt and helpful. Even searched for the nearest location for me. Was veryfriendly and professional. You’re lucky to have him/her!” Cora Jaretsky- “Agent responded quickly and gave concise answers. I appreciated the customer focusthat they displayed.” Hannah Weber- “The agent that assisted today exercised such patience, expertise, respect, andthoroughness. Please pass that compliment from me onto your supervisor!”Jalisha Gooden- “Your representative was awesome and helped resolve the problem right away. Couldn’tappreciate it more. Will continue to shop with you. Stellar employee!”Jamie Williams- “Representative was understanding of my problem and went above to find a resolutionwith the manufacturer.”Jane Nebeker- “It was a wonderful experience. The person who knew exactly what to do didn’t give methe runaround and assured me that it would be taken care of… It has not been resolved as of yet becauseyou have not received the merchandise back yet so I can’t say it has.”Jose Rojas- “The Customer Service associate was extremely courteous, prompt and seamlessly addressedmy problem. I will continue to order from Wayfair”Laura Mower- “Was pleased with the way the representative resolved my problem. That’s why I alwayscome back to shop at Wayfair!”Leanne Tollefson- “The service was excellent. Best customer service I have ever experienced!”Maria Gonzalez- “Professional, prompt, return product assistance. Will continue to utilize Wayfair as myfirst source of interior requirements.”Nick Aguilar- “So fast and so cooperative in their response. It’s really nice to know there are stillcompanies like this that DO CARE about the consumer. Nice going Wayfair ❤ ”Rhonda Green- “Reached out last night while y’all were closed. Although, I could have sworn that it saidsupport was open til midnight. Got a text this morning from support. So good follow up there. Therepresentative I texted with was friendly and resolved the issue quickly.”Tabitha Ingle- “My interaction with customer service was excellent. The person was kind, efficient andeven made special observations for my benefit — they cited that they may not reply immediately whilelooking up information, which I felt was a very nice disclaimer. Then they were quick too!!”Tara Chandler- “She was excellent. Took care of my concerns expeditiously. She was very courteous andpolite.”

Taite's Team:Taite's Team:OriginatorsOriginatorsAaron Thompson - “The customer service representative was very patient, understood my needsand resolved my problem very quickly.”Aniyah Page - “Quality product, great customer service and hassle free returns and/or exchanges. Ina world where we are being conditioned to expect mediocre service it gives me hope after mywayfair experience. Thank you for using high standards in how you conduct business.”Crystelle Stroud - “Great job on giving me an update on changing a delivery address. And gave methe next thing I need to do. Very helpful.” Destiny Simon - “Very helpful. Prompt service rendered. Will remain a Wayfair customer. The issuewas resolved.”Dustin Coburn - “I really appreciate the excellent customer service I received!”Gena Bombino - “Gena was absolutely wonderful in assisting me with a return. She was so kind,compassionate, and helpful in getting me the solutions I needed. Thank you so much!”John Travassos - “I was bummed about the fact that I missed the window for a 30 day return. I wasprovided contact info for the supplier, but the customer service agent was able to help me furtherby asking me clarifying questions to see if there was a work around. And, to my luck, there was one.I appreciate their willingness to support me and go the extra mile- even by text. Looking forward tothe replacement part coming so we can complete the assembly.”Kay Marie Efevberha - “They were extremely helpful and answered my questions very quickly. It’snice to know that there is always someone who can help you”Kelly Duncan - “I have always found Wayfair to be prompt, courteous, and fair when resolvingany/all issues with a customer service representative. Great job Wayfair customer service!”Lamara Dupree - “Wayfair was quick to respond to my issue and compensated as well . I willcontinue to shop with Wayfair. They have great customer service and their prices are excellent !”Mary Emery - “So refreshing to have exceptional customer service. Thank you”Nacole Ransom - “Truly wonderful! Exceeded all expectations!”Octavia Swift - “Quickly responded, and provided a resolution! Excellent!”Tara Bell - “I felt your customer service representative went above and beyond to try to resolve myissue. And the person was extremely courteous and kind throughout the negotiations.”

Jaime TorresAmethyst AwardAmethyst AwardJaime continuously goes above and beyond forhis customers. Many CSAT comments of hiscontain how they experienced amazing serviceand that is why they keep coming back toWayfair! Thank you Jaime for creating a greatservice experience for our customers! Here aresome of the great comments received this month:"Wayfair has impressed me with their customerservice time and time again. I appreciate that somuch! It makes them stand out. They always helpresolve any issues that I have, although I havevery little issues with the products because theyare excellent quality! I will continue to shopWayfair and recommend that everyone else doestoo!" "I had a great experience, thank you! Theperson assisting me was very professional,knowledgeable and friendly. A++ :)" "The rep Jaimewas fantastic. I was able to use the customerservice text option to dive straight into my issueand Jaime knew exactly what I as explaining andknew how to resolve it. Thank you!"

Sam ThompsonManager of the Month AwardManager of the Month AwardNomination #1: Sam was just our manager for a couple of months, when wewere switched to SMS messaging. With schedule changes, training andsystem issues, Sam never once gave up on us! She has been true to her wordand is always encouraging us to be the best we can. She understands what ittakes for each one of us to achieve our goals and is constantly providing uswith knowledge, tools and sometimes just an ear to vent! Not one time has shelet our team down. She allows us to be ourselves and accepts who we are. Iknow we take a toll on her but she never ever lets us down! Now that is aTRUE MANAGER! Thank you, Angela Rowe Nomination #2: Sam's team was so excited to share how amazing she is as amanager!! Sam was just our manager for a couple of months, when we wereswitched to SMS messaging. With schedule changes, training and systemissues, Sam never once gave up on us! She has been true to her word and isalways encouraging us to be the best we can. She understands what it takesfor each one of us to achieve our goals and is constantly providing us withknowledge, tools and sometimes just an ear to vent! Not one time has she letour team down. She allows us to be ourselves and accepts who we are. I knowwe take a toll on her but she never ever lets us down! Now that is a TRUEMANAGER! Thank you, Angela Rowe. Nomination #3: This month, Sam went out of her way to cover for usmanagers in MM who were out on vacation. Sam stepped in to do ourhelpdesk requests, connect with our teams and send updated metrics. Samcontinues to show up for her peers by providing great discussion topics toteam meetings, and always advocating for the best for MM. Thank you Samfor you great contributions to building the best team this month!!

Award NomineesAward NomineesCora Jaretsky Jalisha Gooden Aaron ThompsonAmelia O'ShellAmethyst AwardAmethyst AwardManager of the MonthManager of the Month

Let's Talk About The STAR Method!! What is the STAR Method? The STAR method is a structured manner of responding to a behavioral-based interviewquestion by discussing the specific situation, task, action, and result of the situation youare describing. Is the STAR Method effective? Have you ever found yourself giving a long-winded, rambling interview answer? Then yes,you will absolutely benefit from learning the STAR interview method. It's been around foryears and it's one of the best tricks to effectively deliver a concise and compellinginterview answer.I know, it can be a bit confusing! Let's see it in action. This video by Richard McMunn, from the interview training website PassMyInterview.com will further assist you with understanding this great interview method by: Explaining the STAR method and how to use it to answer difficult behavioral questions Provide a list of possible behavioral questions you may encounter in interviews Give several examples of top-scoring answers to help you succeed Leadership CornerLeadership Corner

Community PageCommunity PageVirtual VolunteeringVirtual VolunteeringInterested in learning more aboutvirtual and in-person volunteeropportunities? Visit the Virtual Volunteering Toolkitfor more information and involvementideas.

WayhealthyWayhealthyLife WorksLife WorksJoin LifeWorks Today! Designed to help you and your family with all of life's questions, issues,and concerns. LifeWorks offers support with mental, financial, physical,and emotional well-being 24/7/365. Through LifeWorks, you have accessto a range of services, including expert tips and strategies, suggestedresources and referrals, as well as a wealth of online articles, toolkits, andmore! Anytime, anywhere, someone is ready to talk to you. Want to find out more? Visit our webpage.

Recipe of the MonthRecipe of the MonthZuppa Toscana6 oz. bacon, chopped1 lb. Italian Sausage, The "Hot" variety1 head garlic, 10 large cloves, peeled &minced or pressed1 medium onion, finely diced4 cups chicken broth/stock, (32 oz.) Directions:In a large pot or dutch oven (5.5 qt), over medium-high heat, add chopped bacon and sauté until browned(5-7 mins). Remove bacon to a paper-towel lined plate and spoon out excess oil, leaving about 1 Tbsp oil inthe pot. Add Italian sausage, breaking it up with your spatula and sauté until cooked through (5 min). Remove topaper towel lined plate. Finely dice onion and add to the pot. Saute 5 min or until soft and golden then add minced garlic and saute1 min. Add 4 cups broth and 6 cups water, and bring to boil. Add sliced potatoes and cook 13-14 min or untileasily pierced with a fork. When potatoes nearly done, add chopped kale and cooked sausage and bring everything to a light boil. Stir in 1 cup cream and bring to boil. Season to taste with salt and black pepper then remove from heat.Garnish with bacon and grated parmesan.6 cups water, (48 oz.)5 medium russet potatoes, peeled & choppedinto 1/4" thick pieces1 kale bundle, stripped and chopped (6 cups)1 cup whipping creamSalt and black pepper to taste Ingredients:Parmesan Cheese, Optional Shared by: Giselle Wainwright - Service Team 5 (Flex) Have a recipe you love? Share it with us HERE to be featured in an upcoming newsletter

Made it this far!? We have a surprise for you. Click HERE to answer a trivia question for achance to win a prize.Thanks for Reading!Thanks for Reading!