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Lately I have been doing a lot of thinking on what direction I see this blog going. I’ve written a variety of things here – from business to design to music and politics to real estate and even recipes – and I’ve never claimed it to be of any one “genre” per se or about really anything in particular. It’s simply things from my life, both personal and business related. I see no division between the two.

When I first began blogging way back in 2004 (wow! That’s been 5 YEARS!), someone told me I should have to 2 blogs and to separate my business life from my personal life. While I considered their advice, I decided ultimately not to follow it and I don’t regret that choice. For me, it was – and is – because I believe that there should be a human behind every business. I think it makes us better business managers if we are seen as a person and not simply as a business entity.

But there are many things I have not shared here. Yes, I have hinted at things. Like my 11 year old son has autism. That I survived an abusive relationship. And how I have a kidney disease. But I have never really opened up about these things.

So a few days ago, I began to really think about the fact that one of my missions on this earth is to help people. I know that one way I’ve been blessed to do that is by experiencing some not-so-cool things. I believe I am to be an advocate for people who need a shoulder, a hug, a friend. I believe I am to stand up for those who are pushed down.

And now . . . I have another vision to fulfill that mission . . .

I will be writing about and sharing my experiences about living with an autistic child and how we help him through his daily life. I will begin sharing about my past experiences living with an abusive man and how I risked my life to leave, to provide a better life for my family. I will begin sharing what it’s like to have a kidney disease that dictates many of my decisions as to what I cook, what my family eats and how I have managed to stay out of the hospital now for 9 years after having come within inches of death.

It won’t be easy, baring my heart and soul like this. It may make me a target for the malicious, sometimes heartless cowards who hide behind their computer screens and shout insults at those of whom they are jealous.

But if I can help even one person, one family, one friend, it will be worth it.

In addition to that, of course, I will continue to write in my current “style” – that won’t change. I will write about what strikes my fancy and not be worried about “telling” you something too personal. I hope you get as much out of my writing as I do so please let me know what you think. Ask questions, make comments, be open, be real, be yourself!

Her am I . . .

In the arena,

I am a flower quickly fading,
Here today and gone tomorrow,
A wave tossed in the ocean,
A vapor in the wind.
Still you hear me when I’m calling,
Lord, you catch me when I’m falling,
And you’ve told me who I am. ~ Who Am I? by Casting Crowns

Annie Anderson is a freelance copywriter and graphic designer specializing in the small business and real estate markets. Her tagline “Making your business, my business” means that she’ll take the utmost care when creating words and images for your business – just as if it were her own.

This morning I happened upon a great article about customer service over at Alexander Kjerulf’s website and thought I’d talk about that a little bit today too. Alexander’s article, “Top 5 Reasons ‘The Customer is Always Right’ is Wrong” echoes my own sentiments.

One of the points he makes is that employers must value their employees and it’s near impossible to do so with a silly policy that the customer is always right. That kind of thinking doesn’t value employees at all and ultimately leads to poorer customer service because employees become resentful.

As Alexander notes:

Rosenbluth argues that when you put the employees first, they put the customers first. Put employees first, and they will be happy at work. Employees who are happy at work give better customer service because:

• They care more about other people, including customers
• They have more energy
• They are happy, meaning they are more fun to talk to and interact with
• They are more motivated

On the other hand, when the company and management consistently side with customers instead of with employees, it sends a clear message that:

• Employees are not valued
• That treating employees fairly is not important
• That employees have no right to respect from customers
• That employees have to put up with everything from customers

When this attitude prevails, employees stop caring about service. At that point, real good service is almost impossible – the best customers can hope for is fake good service. You know the kind I mean: corteous on the surface only.

I completely agree with this. As someone who has worked in customer service in a variety of industries over the past 20 years, I’ve seen poor employee/employer relationships develop because of this very thing. And when my parents implemented the philosophy that the customer is NOT always right in their retail business several years ago, we saw business sky rocket in a matter of months.

You know, it’s kind of like disciplining your children – when they understand the boundaries, when the boundaries are consistent, children are often much happier. They feel safe, they feel secure and they know you care about them. They know they can trust and respect you.

Sure, your customers might test the boundaries now and then but over time, you develop a track record of consistency and fairness and pretty soon, others start flocking to you because they know you’re honest and responsible. And that’s what helps business grow.

I hope this has been helpful to you. Let me know your thoughts. Tomorrow we’ll talk about some of the various projects you’ll see around here soon.

Chat later,