As OSL gears up for the fourth quarter, the busiest season of the year, success means more than just hitting targets. It’s about creating a people-first culture where team members feel empowered to perform, grow, and genuinely enjoy the work they do. We sat down with Nic Yeager, Vice-President of Sales, to discuss his approach to leading teams through Q4. With a people-focused mindset, Nic shared insights on staying motivated, avoiding burnout, and maintaining a disciplined strategy for both individual and company-wide success.
Interviewer: Nic, prepping for Q4 is no small task. How do you and your team approach this busy, pivotal time of the year?
Nic: The truth is, we’ve been preparing all year for this. OSL is a performance-based organization, but we’re also behavior-based. That means we’re constantly reinforcing the core behaviors that drive results, whether it’s building quality transactions, having customer-focused interactions, or elevating our processes. By the time we reach Q4, we’re primed and ready. The only thing that changes is volume, meaning we have a lot more customers to service. But the way we approach each customer stays the same. We keep the momentum going!
Interviewer: With the stakes high and energy levels up, how do you keep the team motivated and focused throughout the season?
Nic: This is where we’re really lucky to have Walmart and other Partners at OSL. The Holiday season in Walmart stores is like nothing else. You’ve got that holiday vibe, the store energy… What keeps us going is the chance to connect with Walmart customers each day. You have to be able to talk to people and love that aspect of the job. Plus, our compensation plan rewards that and aligns perfectly with this busy season, allowing team members to maximize their interactions and find motivation in rewards through additional commission and even OSL reward points. It’s about maximizing that energy, talking to as many people and listening to a lot of holiday music!
Interviewer: What’s your advice to sales teams on staying on point in such a busy quarter?
Nic: One of the biggest lessons I emphasize is to slow down. It sounds counterintuitive in retail, but in the rush, it’s easy to make mistakes. It’s important to remember that your normal process doesn’t change, the systems you’re used to don’t change. It’s just the volume of people that is greater, so taking your time with each customer, being thorough and intentional—that’s what keeps you efficient and cuts down on errors. Mistakes can easily double the time it takes to complete a transaction, which costs more in the end. So, slow down, focus on the customer in front of you, and make every interaction count.
Interviewer: That’s great advice. You’ve led many OSL teams through Q4 seasons. What strategies have been most effective for driving success during this time?
Nic: “We have a saying—don’t wait for the customers to come to you. Go out there, approach people, relate to what they’re buying, and bring it back to their needs. Too often, people sit back and wait for the customer to come to them. That’s a missed opportunity. Q4 is all about going out, making connections, and seeing how you can help each customer. During this time, you can’t afford to sit back—you have to go out and connect.”
Interviewer: OSL’s approach to year-end success seems very grounded. What do you think sets OSL apart when it comes to closing out the year strong?
Nic: One word—discipline. Since COVID, we’ve built an even more disciplined approach to running the business. We don’t make knee-jerk decisions; we stick to our strategies, and our partners value that consistency. Consistency has built our growth over the years, and it’s created trust. By staying disciplined, we’ve been able to build trust and position OSL as a reliable and a top sales agency. We create a shopping experience that builds customer loyalty and drives continuous financial success for our partners.
Interviewer: That consistency is crucial. Speaking to that and how it can help you grow; do you have any advice for team members who want to build their own credibility and climb the leadership ladder at OSL?
Nic: As mentioned, we are an organization that focuses on performance, so first and foremost, you’ve got to prove you can perform well in any role you’re in at OSL. Also, consistency builds credibility, which is the foundation of leadership. My advice is to always do what you say you’re going to do—be dependable, hold yourself accountable, and deliver. The more consistent you are, the more you’ll be seen as someone who can be relied on. Self-accountability is key. When you show up for your team and own your role, you’re not only building credibility but also setting yourself up for growth.
Interviewer: It’s clear Q4 is intense. With long hours and high expectations, how do you help your team avoid burnout?
Nic: “We learned a lot about burnout during the COVID years when staffing was tight. It taught us the importance of planning ahead, which is why we start staffing up as early as September so that by November, when it really starts getting busy, we’re ready. Effective scheduling is another piece—we make sure stores are covered without overlapping too much, and we encourage team members to really take their time off. When they’re off, they’re off. Q4 is exhausting, so having time to recharge is essential, and we encourage them to disconnect, spend time with friends and family, and recharge. Balancing the business needs with our team’s well-being is something we take seriously.”
Interviewer: Has there been a guiding principle or experience that’s really shaped your perspective at OSL, Nic?
Nic: Definitely. Working with Doug Harty, our Managing Director, has had a huge influence on me. He has this mantra that’s really shaped our approach: ‘You’re either a mobile expert, or you’re in support of a mobile expert.’ It’s simple, but it’s powerful, and it lives on in everything we do. Doug’s dedication to that principle has set a standard for all of us.
As leaders, we’re always thinking about our teams, and putting them first. But Doug has really shown us what it means to live that mantra. If you’re not fully on board with supporting the people on the front lines, this might not be the right fit for you. It’s a mindset that demands commitment and clarity. Doug absolutely lives by it, and it’s become our bottom line for decision-making. If a choice doesn’t support a mobile expert, we’re not moving forward with it. It’s as straightforward as that.
Interviewer: That’s really interesting. That 95:5 philosophy runs through all of OSL. Finally, as Q4 picks up speed, do you have any last words of advice or motivation for folks?
Nic: It’s simple—lock in! When you clock in, lock in on your goals for the day. Focus on the customers and their needs, and what you need to accomplish to make that day a win. And then, when you’re off, lock in on your personal life. Enjoy your friends, your family, and yourself. It’s all about balance. Let’s finish the year strong, both in the store and with those we care about. Here’s to a successful Q4 and a fantastic holiday season!
Conclusion: Nic’s insights bring home the core of OSL’s values—discipline, consistency, and people-focused support. As we dive into the final quarter, Nic’s advice to “clock in and lock in” is the motivation we need to hit our goals, stay grounded, and make this season a success for ourselves, our teams and OSL as a whole!