Have you ever sat down and thought about your past? A memory comes into mind so deep that you feel like you're there reliving it right then. Everything comes back the sound, smell, taste...everything!
That's how it is for me when I think back to Montana. Let me tell you a bit about it, and see if I can take you there. I grew up moving all over the US....more then 30 moves in under 20yrs. However Montana just stuck. We lived in a small town called Darby. Where there were more bars then churches. Going 25mph you could clear the main street of town in under five minutes, and that was with traffic! Well, this is were I grew up! The local hang out was Mr. T's gas station. This is were everyone who was anyone...well, nope just everyone was there on a Friday night after the game. It didn't even matter what game. With the senior class of 22, that parking lot could hold almost everyone that attended the high school....in any grade!
I loved it there. Spring time.....oh! You could smell spring in the air with the bloom of Beargrass and Paintbrushes, the hills would be covered in them. Trees would start to bloom and come to life after the cold winter...like magic. Wild strawberries would bring out the bear cubs for their first taste of the mountain. I would go down to the river just to see how cold the water was...watch it glisten in the sun and wait for summer to dive in. And the summers...how can I not tell you about summer?!?
Lazy days with friends, hiking looking for antlers, biking to the lake, fishing on the river or just hanging out. But the sunset.....when the sky turns vibrant orange at first and then fads to purples and blues as you watch it fade. Its almost like God painted just for you. At last the sun would be gone behind the mountains to rest for the night only to reveal thousands upon thousands of stars that look like you can reach up and touch them at any moment.
Yes, this is my town! I have loved every place I've lived. And I've lived in some wonderful places. One of the best memories of Montana was fall. Every fall as the trees turned into hues of yellows, orange, burgundy's and brown the best thing would happen. It would be time for a star shower. Every November like clock work there is a big meteor shower called "Leonids". My mom and I would plan everything. We would get our sleeping bags and thermos of hot chocolate and go out and lay in the front yard and watch till the sun came up to see the magical show God performed for us. How I loved those nights. Talking about everything under the stars.
Now that I'm in Texas and married I still go out ever November...now with my husband. We get blankets and drive out to where there are no more city lights and watch this wonderful show.
If you have the chance to catch the show...mark your calender...November 17th this year. Enjoy~
Sunday, April 18, 2010
Friday, April 16, 2010
Criticism and how to deal with it right!
When you start a business there are many things that motivate you! Passion, desire, love for the product, people, money, the list can go on and on. I have a passion for people. I love to help, make things better, see other grow and learn.
There are many reason's I started my company and for seven years I put EVERYTHING into it, and I do mean everything! However there are somethings you don't even think about when thinking about your dream coming to life.
You learn that people will lash out for no reason, or take the most minor thing and turn then into life or death. Some things would just shock you! For instance I had one email that told me what a terrible person and christian I was. How "I couldn't be trusted due to the lack of my evil ways" What was this grave thing I did to this person....I put the wrong label on the wrong tin of tea. Honest mistake considering we have over 100 teas, and only five different colors of labels. To be honest I'm shocked it didn't happen more often. This was laughable, but I truly hurt the person who received the error.
These are things that happened daily. With over 850 consultants and thousands of customers, I was sure to get at least one-two calls or emails a day. So, why an I writing about this....easy! There are many books that will tell you about running a business, how to do the accounting, ordering, website, ect....however there is nothing that tells you about the complaints to prepare for. Yes, you can read about great customer service, and how to train your employees to deal with customers, but I've not found anything on the market that told me "hey, when you receive an email or call ripping you to the core of your being, this is how to deal with it and keep the customer".
No matter what you start, people will be just that...people! Don't ever put one group above the other. The ones that start with you, hold hands and grow together will do the same things. Nobody is above the fact that if and when something goes wrong it will be YOUR fault and they will be the first to tell you why! It never mattered if it was the "shipping and receiving dept, payroll, or whatever" it all comes up to you.
So, a few thoughts on how I took this and made them into a "semi-positive" outcome. First, I prefer emails. Why?!? You can scream get mad and blow off tons of steam prior to responding. I'm being real here!!! You need to walk away from the issue think about it and then come back to it. I'm not saying leave it for a day, just an hour. Then respond. Make sure your tone, if an email, can not in any way be taken wrong. Start with "I'm so sorry this has caused an issue" Even if it's nothing, make them feel like you hear them and you feel for the fact they have to deal with this. Then go over the issue, what you will do to fix it, reassure them you care about them, and close the subject. If they come back with anything else other then thank you, be strong in how you are dealing with it and say "I feel this matter is closed. Thank you for your support."
If you receive a call, I feel like taking the complaint and writing everything down (other words let them talk, don't respond until their done) tell then you want to get the best result and that you would like some time to call them back. Give them a set time and stick to it! Do the same, get it off your chest....punch a bag...whatever and get back to them in the same manner as the email. Write out your response. This helps you and them stay on track and keeps things moving in the right direction.
Remember, you can and won't please everyone, and it's OK to tell them that. However you need to be willing to take the criticism if this is the roll you choose in life. I know it can be personal, but if you leave that at the door it makes this roll much easier!!!
I hope this helps!
There are many reason's I started my company and for seven years I put EVERYTHING into it, and I do mean everything! However there are somethings you don't even think about when thinking about your dream coming to life.
You learn that people will lash out for no reason, or take the most minor thing and turn then into life or death. Some things would just shock you! For instance I had one email that told me what a terrible person and christian I was. How "I couldn't be trusted due to the lack of my evil ways" What was this grave thing I did to this person....I put the wrong label on the wrong tin of tea. Honest mistake considering we have over 100 teas, and only five different colors of labels. To be honest I'm shocked it didn't happen more often. This was laughable, but I truly hurt the person who received the error.
These are things that happened daily. With over 850 consultants and thousands of customers, I was sure to get at least one-two calls or emails a day. So, why an I writing about this....easy! There are many books that will tell you about running a business, how to do the accounting, ordering, website, ect....however there is nothing that tells you about the complaints to prepare for. Yes, you can read about great customer service, and how to train your employees to deal with customers, but I've not found anything on the market that told me "hey, when you receive an email or call ripping you to the core of your being, this is how to deal with it and keep the customer".
No matter what you start, people will be just that...people! Don't ever put one group above the other. The ones that start with you, hold hands and grow together will do the same things. Nobody is above the fact that if and when something goes wrong it will be YOUR fault and they will be the first to tell you why! It never mattered if it was the "shipping and receiving dept, payroll, or whatever" it all comes up to you.
So, a few thoughts on how I took this and made them into a "semi-positive" outcome. First, I prefer emails. Why?!? You can scream get mad and blow off tons of steam prior to responding. I'm being real here!!! You need to walk away from the issue think about it and then come back to it. I'm not saying leave it for a day, just an hour. Then respond. Make sure your tone, if an email, can not in any way be taken wrong. Start with "I'm so sorry this has caused an issue" Even if it's nothing, make them feel like you hear them and you feel for the fact they have to deal with this. Then go over the issue, what you will do to fix it, reassure them you care about them, and close the subject. If they come back with anything else other then thank you, be strong in how you are dealing with it and say "I feel this matter is closed. Thank you for your support."
If you receive a call, I feel like taking the complaint and writing everything down (other words let them talk, don't respond until their done) tell then you want to get the best result and that you would like some time to call them back. Give them a set time and stick to it! Do the same, get it off your chest....punch a bag...whatever and get back to them in the same manner as the email. Write out your response. This helps you and them stay on track and keeps things moving in the right direction.
Remember, you can and won't please everyone, and it's OK to tell them that. However you need to be willing to take the criticism if this is the roll you choose in life. I know it can be personal, but if you leave that at the door it makes this roll much easier!!!
I hope this helps!
Thursday, April 15, 2010
Time flys!!!
I can't believe it's already April 15th!!! Where did the time go?!? So many thing have happened, let's see if I can catch everyone up!
Right before the holidays I found a tumor in my leg. Had it taken out and everything was fine, but I did find out I'm not good on crutches. After the 1st fall you would think I would learn, not me! My hind end isn't black and blue anymore....thank goodness!
About 2/3 through November it became clear I couldn't keep my business going in the same direction. Chad and I would be homeless right now if I did. This was hard to do, but I had no choice. For the past few years we have struggled with keeping the doors open, but it all came down to closing up shop....well, in a sense. We are still online and offer all 100 teas. However, many people whom I had built a good relationship with were very hurt by my choice. It's been a hard few months, but with each day it gets better. God shows me how I'm doing the right thing.
One day I'll write about some of the things that were said and emailed to me....what a shock!
More later~
Right before the holidays I found a tumor in my leg. Had it taken out and everything was fine, but I did find out I'm not good on crutches. After the 1st fall you would think I would learn, not me! My hind end isn't black and blue anymore....thank goodness!
About 2/3 through November it became clear I couldn't keep my business going in the same direction. Chad and I would be homeless right now if I did. This was hard to do, but I had no choice. For the past few years we have struggled with keeping the doors open, but it all came down to closing up shop....well, in a sense. We are still online and offer all 100 teas. However, many people whom I had built a good relationship with were very hurt by my choice. It's been a hard few months, but with each day it gets better. God shows me how I'm doing the right thing.
One day I'll write about some of the things that were said and emailed to me....what a shock!
More later~
Subscribe to:
Posts (Atom)