- STAYED AWAKE - ATE GOOD - SELF AWARE ENOUGH TO HAVE WORKED THIS 8-HOUR SHIFT AND AN ADDITIONAL 4 -6 HOURS LATER - focused - fast escalations - smooth shift, things happened in flow - asked the best questions - escalated while the manager was off duty, within the desired time frame

- Arriving 15 minutes late to work - Not taking breaks on time

- Starting early - Arriving early - using better judgment - smile more