From Amanda’s Desk

"The return chute is on fire again!"

I bolt from the new release wall down to Matt in the back room who is in a panic.

Luckily there are just a couple of regulars in the store and it's not too busy.

Yes - there IS smoke coming from the return chute.

No... there’s no fire. Yet.

Luckily Matt and I are able to put out the little smoke machine before it becomes something more. You’d think we would have learned, using foam and other packing materials in that damn return chute, especially after the 3rd fire attempt this month... no, no we did not.

And you just assume that people are decent and won’t throw things that don’t belong in the return chute in the return chute.

Like rubbish.

Or lit cigarettes.

Or dirty nappies…

That’s enough of that.

*shakes off gross memories*

There’s a reason I wanted to bring your attention to the humble video store return chute.

Let’s talk about that bright yellow sticker that was gospel:

Please return before 6pm to avoid late fees.

Simple.

Clear.

Non-negotiable.

And if you didn’t?

Well, you'd feel the sting of 50 cents per day and the quiet judgment of someone rewinding your VHS at the counter.

Yes, that was me.

And the mother of the 5-year-old who has been waiting two hours for you to return Shrek 2.

Shame on you.

Looking back now, I realise that little sticker taught me something important we apply in every course, onboarding, or knowledge management solution we build.

If you don’t set expectations of your learners clearly, early, and consistently, don’t be surprised when people miss the mark.

At the video store, there was no confusion.

Everyone knew the rule.

It wasn’t personal.

You knew what “success” looked like.

Return the dang tape by 6pm.

You knew the consequence if you missed the mark.

Late fees, baby!

You knew we’d always rewind your tape… we weren’t going to waive your fee. chuckles

I see so many programs fall down because they assume people just know:

What the gold standard looks like

How soon to follow up

When something’s truly “late” versus just “overdue”

Thing is, clarity isn’t common sense. We gotta bake it in.

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Free Live Training: The Missing Link in Onboarding Success: How to Move From Chaos to Clarity in 30 Days

📅 Tuesday, July 29, 2025

🕚 11:30 AM – 12:15 PM (AEST)

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Have an epic week out there and remember to keep dreaming and doing!

Amanda 🦄✨

Amanda Rosazza

Chief Imagination Officer

Imagine8 Consulting

At Imagine8, we help businesses transform through learning experiences that actually stick (and don’t bore everyone to tears). Whether you’re mastering your mission or planning your next adventure, we’re here to turn your business challenges into extraordinary opportunities.

180+ organisations and 3,500+ individuals transformed (and counting!)

📅 Ready to explore what’s possible? Book a Curiosity Call: calendly.com/amandarosazza/letschat