Every Life Has a Story...the Client or Customer Experience

I am fortunate to be a part of an AMAZING real estate team.  We get together and share information that helps us to better serve our clients.  This past week, we talked about the "experience" of a buyer of real estate or a seller of real estate who chooses to work with us.  We talked about the details from the very beginning of a transaction to the close of escrow, and the relationship after the sale has been completed.  Our goal is to create for the client an UNFORGETTABLE EXPERIENCE....one that they will have fond memories of and want to share with their friends and family.

It made me think of the above video that I had seen, produced by Chick Fil'A.  This fast food restaurant has done a marvelous job of analyzing every detail that goes into the customer "experience".  It begins with the advertising that pulls you into the restaurant.  You will always receive a cheerful voice when you place your order into the speaker.  Why?  Because every detail adds up to your OVERALL EXPERIENCE and ultimately the feeling that you have when the experience is over.  And, every life has a story.  Chick Fil'A's employees are trained to see the value in every human life and to treat their customers with the respect each person deserves.

If you are like me, perhaps you have not always had a wonderful experience in prior customer service situations.  It amazes me when the first person who greets me makes me feel as if I am bothering him/her to do his/her job.  I feel sorry for them and I immediately think they are in the WRONG job.  But then I try to remember that every life has a story and this video comes to mind.

I went to pick up some additional business cards today.  The guy presented the cards to me as if there was nothing wrong.  As soon as I looked at them I noticed the color of my hair was almost completely orange.  I told him that I thought I looked orange.  He nonchalantly replied, "Yeah, I kind of thought so too."  HELLO.  Not a great experience.  Not a company I will recommend.  A company I am blogging about but not in a good way.  (He offered to reprint them for free...after the picture reminded me of the guy in Colorado with the orange hair.)  Not a good association for a real estate business!

Try to think back on your customer service experiences...remember those where you were treated unexpectedly in amazing ways.  It was such a pleasant surprise, wasn't it?  My friend, Cathy, and I were at the fabric store today.  The gal at the register kept searching and searching for Cathy's fabric because the California store was out of stock.  Sure enough, because of her tenacity and persistence, and great attitude, the fabric was located in Florida...for only $8.99 a yard.  Yay. Cathy is now going to buy the entire bolt of fabric.  It's a win-win for both the customer and the business.

Anyways, I encourage you to look at your experiences as a customer or client and to identify what the excellent companies are doing to make your experience unforgettable.  It is often quite Biblical.  "Love your neighbor as yourself...Do unto others as you would have them do unto you...Recognizing the value of human life, because every life has a story".   I would venture to guess that when you have an amazing customer experience, you are telling ten of your friends, because it is not the norm.  I'd love to hear from you about which companies you have found that have left you with an unforgettable experience!

I think APPLE is one of those companies creating an unforgettable experience.  I want my business to be like that, don't you?

Have a blessed weekend!

Let it go....Let it Go...Don't Hold it Back Anymore!

I thought it appropriate to post this African version of Frozen, now that my teenager has returned from Rwanda! This song has been playing a lot in our house. In fact the words keep playing like a soundtrack in the back of my mind.

"Let it go, let it go...don't hold it back anymore....I don't care what the people say....the cold never bothered me anyways."

It was hard to let go of Alexandra and let her go on a 26 hour journey clear across the world.  We definitely had to let her go.  This is our baby of four, our fourteen year old. This was her dream, something she felt she REALLY wanted to do.  In fact, my husband and I were talking to some other parents of the eighth graders who were on the trip.  They said the same thing.  Their kids kept bringing it up, as if this was what they needed and wanted to do.  And, in the end, we all felt the same way...who were we to stand in their way?

Each of the kids had to raise their own money to go.  They had to trust that God would provide and use birthday money, Christmas money, and lots of generous friends' and families' money to make it possible.  They had to get Yellow Fever shots and take Malaria medication.  They had to make sacrifices and get all of their homework done for the six days of school they would be missing.  Her teachers were amazing.  One of her favorite teachers told her that he was so glad she was able to experience Rwanda and realize there is a much bigger world out there.  The teachers even graciously allowed her to stand up and tell about her journey upon her return.

I think we all live so much more freely when we "let it go," don't you?  I'm not saying it is easy at all. Perhaps there is some part of your life where you need to let it go? "Don't hold it back anymore."  I know as a parent it seems like it is always a daily process of letting go...kids as adults to kids in college to kids as teenagers to kids when they were babies and toddlers.  I think ultimately when we let it go, we truly become who we were made to be and we allow our kids to do the same.  You might have heard the expression from Rick Warren, "Hurting people hurt others."  A popular women's speaker recently said, "Free people, free people."  Love that.

Here is some comic relief for you of a dad who is a weatherman who decides to put Frozen to his weather newscast.  He thinks his son might be ashamed...but the cold never bothered him anyway!

Enjoy and let it go!

This is Your Moment

Every four years, for about two weeks during the month of February, I barely get anything done when the Winter Olympics rolls around.  How inspiring is it to watch these athletes who have basically given up years of their lives in the hopes of medaling at the Olympics?!!  While watching figure skating, I sit on my couch and watch these incredible athletes give EVERYTHING they have to their teammates and to their sport.  While watching ski jumping, I feel guilty and think I need to exercise more, train harder...for what, I don't know.  And while watching all of the other events, I just might be eating something like frozen yogurt while watching these unbelievable humans perform.   This all occurs while I sit in the comfort of my home, on my comfy (Craigslist) couch.

As usual, Ralph Lauren was the creative fashion designer for the USA team uniforms for the Opening Ceremonies.  However, these jackets for the US Skater team were made by Nike and they are awesome.  Not only are they silver but they say USA on the back which changes color.  The coolest part though is what is hidden within the jacket.  Take a peak inside the pocket:

The best part of the jacket is on the inside where it says, "THIS IS YOUR MOMENT".  I love that.  I think that it is their moment.  But, I also think it is our moment as well.  We could wear those jackets, well, maybe....not.  But, it does make me wonder about the rest of us.

What will you do with your moment, your day that you have been given, your job opportunity, your chance to love your toddler, your child, your husband, or your college student?

This is my moment....I am going to leave my comfy couch and take a spin class tomorrow morning.

 We are so blessed to be Americans.  What will you do with your freedom?  What will you do to make your next moment matter?

"The only true disability in life is a bad attitude."  Scott Hamilton, Olympic Gold Medalist 

This is Your Moment.

The IF: Gathering

Favorite theme song of the conference...Oceans Rise....

I was supposed to be on a plane to Europe and my husband and I changed our plans at the last minute.  We had frequent flier tickets, a free hotel stay, and yet the timing for this trip seemed off.  So, instead, Carl flew to Florida for a conference and I was able to attend the IF: Gathering at the last minute.  The strange thing was I had seen this conference advertised on the web the very first day it was made public.  I knew I wanted to go to Austin, TX to be there to attend.  The registration was flooded with entries as women from all walks of life wanted to attend.  As a result, they decided to make satellite locations all around the world.  So, in the end I was able to drive fifteen minutes and attend here with some girlfriends in Mission Viejo...and I am so glad I did.  It even made it ok that I wasn't in Europe...maybe God wanted me to be here more.  I kind of think so.

There were so many things I loved about the gathering.  I love variety.  Are you like me where you are the kind of person who orders as many flavors as they allow at the local yogurt shop?  This conference featured about fifteen women mainly in their late thirties to early forties casually dressed in jeans and cowboy boots. I loved the different personalities, and different styles of teaching.   The music was phenomenal. These women love the Lord with all of their hearts and they desire to be used by Him to make a difference in this world.  One woman had been a prostitute and now heads up a ministry called Hookers for Jesus.  These women are tired of the Christian culture of defending our faith and doing nothing about loving the poor, helping the sick, and feeding the homeless.

It was so encouraging to see the Lord raising up the next generation of women leaders.  These women want to be free, free to live, and free to love the people God brings across their path.  And their message was for every woman in the crowd to just play the one note God has given them to play.  We also had breakout sessions that encouraged women to go deep quickly...which everyone loved to do.  We were an army of women mobilized and released around the world to allow God to work through each one of us.

One of the most meaningful stories was hearing from Kristin Armstrong, former wife of Lance Armstrong.  She talked about the pain and how hard it was to watch her teenage children have to suffer the consequences of their dad's behavior.  One day she was standing in her kitchen when Lance approached her and said that he had gotten his new girlfriend pregnant.  Because of all of Kristin's work for the past decade on forgiveness, getting rid of bitterness, and allowing God to work in her life, she was able to ask Lance how she could best love him at that time.  In answer to her own question, she ended up taking nine months to knit a baby blanket for the new baby.  She taught her own children that this is how we welcome a new baby into the world, and show love.  Wow.

I encourage you to like the IF: Gathering's Facebook page so you can keep up with all that they will be doing in the future.  You won't want to miss it.

The Daunting College Quest

I'm not quite sure how I got here, to be able to write a blogpost about finding a college?! The toddler years, when we had four kids in six years, seemed to move in slow motion. And then I woke up from the zombie years, and my kids wanted to have playdates with people I'd never met, began asking to go to the movies with groups of kids of the opposite sex, driving, and now thinking about which college they might want to attend!

Although I still have one more year until our oldest applies, it feels as though the very quest is beginning to consume a lot of our time already. I think what makes it all the more odd is I clearly remember these days in my own life and they don't seem that long ago. And, things did not seem nearly as competitive as today. It's kind of easy to sense a bit of a panic in the air...where will they get in? Have we prepared them enough? Since the perfect financial storm has hit our nation and world, can we afford the college of their dreams?

I think what has struck me recently has been perspective. I know in my heart of hearts that God has already mapped out His plan in the life of my child. How tempting it is to want to just sneak a peak into that blueprint and not have to trust Him. He has been so faithful to provide and to lead for all of these years until now. Why do I at times doubt Him at this stage?

My prayer is that He will show up in a very BIG way in my daughter's life. There's nothing more exciting than seeing the hand of God on a child's life. And so, I am going to look. I'm going to keep going down this path trying to keep my eyes on Him, rather than her GPA, SAT scores, or AP test scores. And, I'll pray that He will be SO big that there is no way in my humanness that I will be able to miss His hand on her life. When it is all said and done, I want it to be because of Him, and nothing more. (So, do you want to pray with me for a full ride scholarship??!)

Dear Lord,

Thank you for our kids. Thank you for giving them minds and hearts to study and to learn all that you have created in this universe. You hold each of them in the palm of your hands. Will you be big in this college quest for those of us who are embarking on this journey? You are amazing and we look forward to seeing your incredible hand of provision during this process.

Today's Bargain Tip

My friends and I love to share the burrito bowls at Chipotle - a Mexican fresh fast food restaurant. With drinks, and a small bag of chips and guacamole, each of us can get out of there for $6. They will also give you two large tortillas for free, when you ask! Chrissy has discovered by sharing tacos, you can each pay only $2. You can't beat that bargain. You're amazing Chrissy!

Now go and enjoy every moment!

Kim

School Days and Sanity

I hope you all had a wonderful summer. Summer is just the best. I love all of the fun memories our family made at the beach, camping, and being with friends. I also loved the lazy days of summer where the kids could wake up whenever they wanted and the days began around noon and seemed to go until midnight. The bickering I did not love, but the togetherness I did. And now that they are at last back in school, I feel like I am able to think once again. There are a few quiet hours now in my house before the afternoon rush, and it feels nice, very nice and sane.

Now, we are back in the realm of waking up when it is completely dark outside. I say a prayer as my two oldest drive off together to high school in the morning and I wonder how did they become 16 and 14 already? How did my time shift from figuring out playdates to figuring out the college admissions process?

Many of you asked me about Caroline's time in Rwanda and yes, she did have an amazing experience. Her favorite part was volunteering in the AIDs hospital and having the patients learn her name and call out to her when she returned each day to visit. It was truly a gift that she was able to take part in that opportunity.

It's funny how it works when you are a mom. Caroline had just gotten her driver's license a week before she went to Rwanda. The day after she returned home, she wanted to drive on three separate freeways to get to the Irvine Spectrum shopping area. It made me WAY more nervous to have her do that than to fly and overnight through Dubai and stay in Rwanda for two weeks! And now my oldest child has complete responsibility for her brother when she drives him in her little Honda to school every day. Crazy!

Recently, I was reading an article about a young mom with a two year old and how she was encountering a ton of "shoulds" as a parent. She felt like she "should" handle naps a certain way, she "should" send her child to a certain school, and the list went on and on.

Now that three of my four kids are in their teen years, I am realizing that there "should" not be any "shoulds" in parenting. Each husband, wife, child, and family is unique. God gives us enough guidance in His word to direct us but to let us make our own choices. So, this fall, I'm going to give up on the "shoulds" and just trust God to lead my husband and I through this next school year with our kids. No "shoulds"-just lots of prayer, a few hours of sanity each day, and the rest is going to be up to Him.

Dear Lord,

Thanks for the amazing children you have given to us as moms. Thanks for crafting each child uniquely. Help us to turn to you when the world shouts out what it thinks we should say and do as parents. Allow us to see our kids through your eyes and to be your arms of love and support, as they begin this new year.

Today's Bargain Tip:

How many of you remember the store called, Pic N'Save, when we were growing up? Well, I remember it well as the store of incredible deals. It used to have cheap quality goods but now it is filled with popular brand names. You might know the store now as Big Lots. It's a great place to buy cereal, shampoo, and household items for a fraction of the price. Check it out the next time your kids are in school and you have a little bit of time to hunt for the bargains.

Now go and enjoy every moment!

Kim

Rwanda or Bust!

Did I tell you all that our baby, Caroline, is in Rwanda? Our very first child...the one we thought we would protect forever and never let her out of our sight...is in Rwanda. She's been there for a week now, with fifteen other high school/college kids and leaders from Saddleback Church. Thanks to so many of you who generously supported her, she was able to make the trip of a lifetime.

My husband had gone to Dubai on business earlier this year and Caroline told me how much she would LOVE to go to Dubai. I remember thinking that would be great but you are sixteen, and I highly doubt you're going to have any opportunities soon! But I said with a smile, "Yeah, that would be great!" She wanted to see the indoor ski resort that they put right in the middle of the desert and the homes that were being built on the island in the shape of a palm tree. Well, little did I know at that time, she would be going to Rwanda and staying overnight in where? You guessed it --Dubai! In fact, she is staying there not only on the way there, but also on the way back.

The YouTube video that I posted is from one of my favorite artists, Sara Groves. She sang for an event that was hosted by Open Doors this past fall. In the video, she is visiting Rwanda and sees the Genocide Museum. Little did I know as she was playing this song and we were watching the video that my daughter would soon be visiting the same places.

Life is funny that way, you just never know. But then again, I like surprises. I like God showing up and doing big things in my life and my family. It's harder for me when it seems like He is absent and silent. My prayer for Caroline is that God shows up in a huge way for her in Rwanda. I'd love your prayers for her and her safety as well!! Can't wait to see her again soon!! Her room is so empty and quiet and CLEAN!

Dear Lord,

Thank you for all of your blessings. Thank you for providing people in the amazing USA to generously support kids to go on missions trips around the world. Thank you for this incredible country of freedom. Please watch over all of the kids who are currently on summer missions trips. May they make a tremendous impact on those whom they are serving. May their hearts be touched and changed to fall more and more in love with you.

Today's Bargain Tip

Don't forget to check the internet for coupons prior to shopping at a retail store. I recently bought some gifts at the Bath and Body Works sale. I got all of my items for 75% off. I was really happy until the woman at the counter next to me did the same thing, and then presented at $10 off coupon as well! She had printed her coupon off of the internet, prior to visiting the store. The lady was so sweet at the store and kind enough to allow me to use her coupon as well. But it made me think that I should always remember to google the store name and any available coupons, before going shopping!

Now go and enjoy every moment!