Organizational Update

Chasing Excellence from Day One: Onboarding Just Got Better 

At Xclusive, we know that a great first impression starts long before Day One and we’re excited to announce a series of enhancements to our onboarding process that reflect our commitment to clarity, connection, and culture. 

One of the first changes new hires will experience is our simplified welcome email. Gone are the days of lots of “welcome emails”, dozens of attachments, and scattered information. New team members now receive a clear, streamlined message outlining everything they need to feel prepared and confident. By keeping it concise and actionable, we’re helping new hires feel grounded from the start.

We’ve also launched a brand-new Onboarding SharePoint site, a centralized home for all things Xclusive. It’s designed to grow with us and already includes essentials like FAQs  and quick links to our most-used platforms, including Awardco, the Staff Portal, Founders Site, and more. The Legacy Awards and our other recognition programs that celebrate great work across the company are spotlighted to encourage participation right away. It also features a much-awaited full Company Directory that is kept up to date with all organizational changes!  

But onboarding isn’t just about logistics. It’s about connection. That’s why we’re rolling out 45-day check-in calls with members of LT and SLT to give new hires an early opportunity to build relationships beyond their immediate teams. These conversations also offer leaders direct insight into how the onboarding experience is landing on the ground. 

To keep improving, we’ll be launching a First 100 Days survey for all recent hires. Their feedback will help us learn what’s working, and where we can do better, as we build an experience that reflects who we are and who we’re becoming. In the coming weeks, we’ll be reaching out to a few new hires and their managers for short feedback conversations to help us strengthen the resources we’ve put in place. 

This is an evolving project, and we’re excited about what’s ahead. In partnership with IT, we’re also working on future improvements like pre-loaded company contacts to our cell phones and completing system setups, including log ins, before Day One. IT has been a great partner in supporting changes designed to reduce friction and increase confidence. 

Our goal is simple: to give every new team member a strong, supported start and to give our hiring managers and teams the tools to deliver it. 

Let’s keep making every first day a great one. 

Want to share feedback about the Onboarding site or request other additions? Contact Megan at megan.pelham@xclusiveservices.com 

HUMAN RESOURCES

Getting Ready for Q1 2026 Evaluations 

We’re excited to kick off our annual performance evaluation process next year! Beginning in Q1, all team members will complete a self-evaluation followed by a manager review and finished off with a collaborative 2026 performance planning meeting. We want everyone to feel clear and prepared ahead of time.  

This evaluation is designed to be fair and consistent across departments. Each team member will be evaluated against their job description, employee agreement (if applicable), departmental goals, and company policies.  

The evaluation will be completed in three parts:  

• Part 1: Self-evaluation 

• Part 2: Manager evaluation 

• Part 3: 2026 Performance planning  

Human Resources will be hosting meetings with each department during August to walk through the evaluation form, answer questions, and make sure everyone understands how expectations will be measured. 

As promised in Town Hall, detailed training and additional resources will be available starting in October to guide you through the process. 

You can start elevating yourself today, too! Available to you on-demand on Gallagher are 4 additional optional trainings. Check them! 

If you have any questions, reach out to Human Resources.  Play the video below for more information about this exciting new opportunity to chart your own future!

CHASING EXCELLENCE

Legacy Award Nominations are Now Open! 

We’ve launched a new recognition program that celebrates the people who make Xclusive an extraordinary place to work. The Legacy Awards shine a spotlight on team members who consistently lead by example, support others, and create lasting impact through their everyday actions. 

🏆 Nominations for Q3 are open now through September 14! 

Anyone at Xclusive can submit a nomination through Awardco to recognize a teammate who demonstrates exceptional character and contribution in their role. 

Whether it’s someone who goes the extra mile, sets the standard for their team, or quietly inspires those around them — this is your chance to say, “You make a difference.” 

Submit your nomination today and help us honor the people behind our promise. 

Click here to begin a nomination: xclusiveservices.awardco.com

5 Q3 Legacies will be announced in October and 5 Q4 Legacies will be announced in January. 
2025 Legacy of the Year will also be crowned in January!

Watch the video below for more information on nominating a team member, like Kevin, our BHAG monster!

NPS Survey Rollout: How We’re Engaging Customers for Maximum Participation

As mentioned in the town hall last week, this September, Xclusive will launch our Net Promoter Score (NPS) Survey in partnership with ClearlyRated, giving our customers a chance to share how we’re doing—and where we can improve. The survey will hit inboxes during the final week of September, and our goal is simple: earn honest feedback and, if we’ve delivered great service, those all-important 9 or 10 ratings.

To drive awareness, participation, and strong scores, the Marketing Department is leading a coordinated campaign in partnership with service and sales teams. Here’s how we’re rolling it out:

What’s Happening

✔️ Pre-Survey Email (Mid-August)
Customers will receive an email introducing the ClearlyRated survey, reminding them of the timing, and encouraging a 9 or 10 if we’ve earned it.

✔️ Email Signature Banners (Late August)
All service team email signatures will include a banner that reminds customers the survey is coming—and how much we value their feedback.

✔️ Team Talking Points
Marketing will provide talking points for service and account teams to use during customer calls and check-ins, reinforcing the survey message.

✔️ LinkedIn Campaign
We’ll launch a branded LinkedIn post in September to raise visibility and encourage participation.

✔️ Countdown Messaging
Survey countdowns will appear in customer emails and newsletters throughout September to keep the survey top-of-mind.

✔️ Thank-You Incentive
Participants will be entered into a drawing for a gift pack or donation, as a token of our appreciation—just for completing the survey.

✔️ Post-Survey Follow-Up
We’ll close the campaign with a thank-you message and a commitment to acting on the feedback we receive.

With a focused plan and cross-team coordination, we’re set to drive participation and gather powerful insights to continue improving our customer experience. Let’s make it count!

Here is a brief video overview to help further explain what a Net Promoter Score (NPS) is, and why it's important to strive for a higher score every time!

CONGRATS TO OUR RENO SERVICE TEAM FOR RAISED CALIFORNIA AUDIT SCORES!

Please join us in congratulating the Reno Branch for delivering exceptional results in their recent audit — a clear reflection of our core values in action. 

From Chasing Excellence through thoughtful preparation and high standards, to People First, Accountability, and Integrity in every step of execution, the Reno team exemplified what it means to live our values. 

In February 2025, we introduced a new onboarding process. The Reno team’s audit results show that this change has taken root — with a major jump in onboarding and training compliance, signaling strong adoption and effective training. 

Their success is even more notable given the recent leadership transition. With a new Director, Regional, and Area Manager in place, the team stepped up with clear ownership and initiative that directly contributed to this performance. 

Here’s a snapshot of their audit improvement:

Thank you, Reno team, for setting the bar high and leading by example. Well done!