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Does customer care exist anywhere?

Warning.  I am about to rant a little.

Over the last month I have seen two horrible examples of customer service that have just blown me away.  It makes me wonder, in this economy where loyal customers should be treated as gold, “Who is running these companies?”

Example #1
Last month my wife went into BabiesRUs to make an exchange (no interest in getting our money back, just a different item) of an item that we had received off our registry for our then 5-month-old.  I know we waited a few months, but for anyone who has had a baby (and you would think especially a company who caters to those who have), time seems to fly those first few months.

We did not have a receipt, but the item was in the box, unopened and for some reason (maybe it was on the outside of a large shipment) even had a barcode thingy on it that had proof that it was from the BabiesRUs in question.

They would not exchange the item.  In fact the manager would not even come out of the little secret office in the back to speak to my wife.

Fail.

So I did what I tend to do in these situations and simply tweeted @babiesRus to see if they could help.  I tweeted.  Then I tweeted some more, and a little more.  I finally received a tweet from an employee from BabiesRUs, explaining that “no one was really manning the @BabiesRus Twitter feed and he would try and help.  I DM’d and DM’d and tweeted some more.  I never heard from anyone.

Fail.

So I went old school and called the customer service department of BabiesRUs.  They said that their NEW policy was that a reciept was required on all exchanges, even if on the registry.  Even though that was NOT the policy when the item was bought, they would have to “honor the policy.”

Fail.

Example #2
Then, just this month, I bought an HD Flip from Amazon.com – on July 25th to be exact (note the date–that will be important later).  They kindly sent me a promotional email thanking me and offering me $50 towards a Shutterfly order on August 11th.  It stated in the email that the offer would expire August 31st.  That was cool.  I logged in to use said promotional offer and it stated it expired June 30th.  42 days prior to the offer being made.  I thought to myself, I will just email them and surely an actual human will fix what is obviously a computer glitch.  I thought too soon.  After three emails and a customer service phone call I was told.  “We are sorry YOU were not able to use our promotional offer before it expired”.

Fail.

I just don’t get it.  Does customer care exist anywhere anymore?  I am not writing to get anything back from either of these companies–believe me, they have proven that they don’t care.  I am just waiting from someone to care and when they do, they will get my business.

Опишем этапы внутренней оптимизации сайта в нашей компании поисковое продвижение раскрутка сайта, первым делом нужно уточнить что такое кэширование и зачем оно нужно?

My STORY is CULTIVATING

Decisions are hard.  Hard decisions? Well, they are even harder.
I had to make a hard decision this week that has me bummed, but I know is the best for my family.

Last week I started looking at some scheduling for my October and realized that between my work, conference and other obligations I was going to be leaving my family in the dust for a month.

For me this is not acceptable and I needed to find some margin.  As I weighed out my responsibilities to my family and Seacoast Church I was left with only one thing that could go and have had to cancel my involvement with the STORY conference and CULTIVATE.

I spoke with  Ben and Dawn who both were just exceptionally graceful and understanding.  I am grateful for good friends. 

These two opportunities still excitement me as much as the day I signed on to be a part.  CULTIVATE is going to be amazing, and I know that Kem will continue her reign as the Queen of Less Clutter at STORY.  I wish I could be there.  You should be there.

Now that I can’t go, it makes room for you, so go register now.

Regster for Cultivate

Story Conference

One thing I have learned about myself is that I am in constant need of growth.  I am learning more every day about being a leader and how to best manage my time and influence.  My story is cultivating.  I hope yours is too.

Мне самому интересно мнение моих читателей и единомышленников и оптимизация и сео, поисковая оптимизация один из наиболее эффективных способов продвижения сайта в сети интернет.

Top 10 dumb ways I have managed artists (#6)

6. Communicate “no” through email or spreadsheets.

“No” is an absolutely necessary answer when leading artists.  In fact I hope that I am telling my team “no” often, because that means they are dreaming and pushing the edge.

However, there are two really dumb ways to communicate “no.” I have done both of these before, but I will try and never do them again… 

Do NOT communicate “no” through email or speadsheets.

Email should be reserved solely for communicating facts with artists, unless there is clear agreement otherwise and/or a compelling reason that a face-to-face cannot happen.

Spreadsheets are reality.  Budgets.  Models.  ROI.  Metrics.  These are all things that artists need to understand. We don’t have to shelter them from reality like they are caged animals in a zoo.  However, when there is a change of direction in a project or a “no” on a purchase, explain this with vision and words first–don’t just blame it on the spreadsheets.  Artists want vision.  They will undertsand your choices based on the spreadsheets once they know the vision. 

Dumb Way #7
Dumb Way #8
Dumb Way #9
Dumb Way #10

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Top 10 dumb ways I have managed artists (#7)

7. Settle for less than greatness.

If you have spent much time around this blog you know that I am not a big fan of “excellence.”  I am, however, the president of the fan club for “greatness.”  Each of us has been called to get great at something that we start and finish that has eternal impact for an audience of one.  It is a Biblical mandate.  When we allow the artists who work for us to give us any less than greatness, we are robbing them of the abaility to fulfill that Biblical mandate. 

By the way, I think that often when we allow artists to chase after “excellence,” we are actually not allowing them to be great…but that is another series of posts for another time.

We require this greatness by pushing for met deadlines, holding artists accountable for growth and skill-advancement, and coaching artists to self-critique in order to be their own quality control.

Dumb Way #8
Dumb Way #9
Dumb Way #10

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Top 10 dumb ways I have managed artists (#8)

8.  Foster a create-on-demand culture.

Another common mistake that I have made–wait, change that–still make when managing artists is to foster a create-on-demand culture.  Create-on-demand is a natural bent in the church world because, as you know, weekend services come, well, every week.

We foster a create-on-demand culture when we don’t lead up to our teaching team and senior Pastor in order to stimulate thought in advance for upcoming series and needed elements.

We foster a create-on-demand culture when we allow other projects to crowd out the “white space” for our teams, forcing creative projects to be driven more by being up against the wall on a deadline rather than by operating in the margin for optimal creativity.

We foster a create-on-demand culture when we allow disorganization to rule and therefore have to operate in the “urgent quadrant” (thanks, Steven Covey) all of the time.

We forster a create-on-demand culture when we don’t live by the axiom, “How can I miss you if you never go away?”  If there is a certain type of creativitity used every weekend, we will always be in create-on-demand culture, and we will suffer a loss of beauty of that which is “always” present.

We create things that are most effective when we have margin and when we are able to dream about what has not yet been done.

Dumb Way #9
Dumb Way #10

Оптимизация сайта — первый этап работ над его продвижением поисковый оптимизатор, начал я, конечно, же с кэширование в wordpress так как это достаточно простой и доступный способ провести оптимизацию загрузки страницы.

Put me in coach…

PCCNetwork-722985
I am so honored that the Partners in Church Consulting asked if  Greg Surratt and I would join their coaching network.   I thought that was very cool.  My friend Geoff Surratt is also a part of the network which makes it even cooler.

So here’s the  deal.

Pastor Greg and I will be teaming up to mentor 12 leaders over 6 months in a very intensive coaching relationship.  We will be tailoring our coaching to your needs and you will be getting a bird’s eye view at the ties that bind the senior Pastor and the Creative Pastor together and how that effects both multi-site and single site churches.

Greg and I are very excited about the potential that is already alive in the twelve leaders and churches that  God will intersect with our journey.

Are you interested?  Come and be a part of this first session that starts in October of this year.

Вы спокойны, зная точно, за что платите поисковое продвижение сайта в яндексе, поэтому, например, нельзя заключать ценное для поиска содержание (т.

NOC09 Blog Tour

I am very excited and honored to be a part of the National Outreach Convention November 4-6 2009Lindy Lowry stopped by the blog with a few questions about the session that I am going to lead…

Lindy:
Shawn, you’re bucking the status quo here with your upcoming breakout session, “The Excellence Myth,” at NOC ’09. For years, we’ve heard about doing church with excellence and being an innovative church. I’ve written about it more times than I can count in Outreach magazine. What inspired the idea and message of this breakout?
Shawn:
Lindy, I am just trying to agitate and stir people up a little.  I am not sure that we should place excellence as a standard or even as a goal anymore.  In fact, I think that excellence is a moving target that can quickly become an idol in our lives.  I pray that my session is able to inspire people to not allow ourselves to worship the god of excellence or experience in the pursuit of the God who is THE Excellent Experience.  I guess I just prefer being effective.

 

 Lindy:
So what are you saying to all those churches that highly value and push for excellence?

Shawn:
I hope that this message causes people to value and push for effectiveness rather than excellence.  I am not advocating that we do a bad job, or even that we give God anything less than our greatest. But a constant drive for excellence is just not healthy, nor is it Biblical.  Remember, “giving God our best” is not what we are talking about.  To not do that would be sin.  But it is possible, and even wise, to spend 8 hours on a video that is very effective rather than spending 16 hours “perfecting” it, or maybe spending a lower percentage of our budget on a piece of equipment so we can do more in another area.  It may not be “excellent,” but it is effective.

Lindy: Can we pursue Christ AND at the same time drive for excellence and innovation?

Shawn:
No. I compare it to the Biblical statement that we cannot pursue God and Money (Matthew 6:24).  The fact is, we cannot pursue God and anything else.  If in our pursuit of God we are able to give our best and produce a work of great value that effectively communicates the love of Jesus–well, that’s my goal.

I hope to see you there!

Как известно на позицию сайта по конкретному запросу влияют множество факторов, которые делятся на внутренние, внешние (по отношению к сайту), а так же поведенческие: продвижение сайта, особенно радуют системы статистики и отчетности.

Top 10 dumb ways I have managed artists (#9)

9.  Manage Through the Team.
Just as there is a temptation to paint artists with a very broad brush and to treat them all the same (Dumb Way #10), there is also a strong pull to manage the “team” rather than individuals.

As we learn to treat everyone differently due to their strengths and weaknesses, the key is to manage them as individual performers rather than as a team.  Although the “team” attitude is extremely important, the truth is that teams do not actually exist as an entity that can execute anything.  Teams are simply the sum of all of their moving parts and just as with a set of gears if one of those moving parts is acting up it can do damage to the team.

So as you attack a creative project remember to ask “who does what by when?” and then manage through the “who” to get the “what” done by the “when”.

В оптимизацию кода входят следующие мероприятия:- валидация HTML и CSS- оптимизация структуры страниц: seo поисковое продвижение, помните самое главное: каждая внутренняя ссылка должна быть полезной пользователю, а значит, по ней должны быть переходы.

Top 10 dumb ways I have managed artists (#10)

10.  Treat everyone the same.
There is a temptation to paint artists with a very broad brush and to treat them all the same.  The problem is that artists vary widely in their strengths, weaknesses, personalities and skill sets. So treating them all the same doesn’t work when you’re trying to manage such unique people.

One of the tools that I use to keep me ever-mindful of these differences is the DISC profiles. I know the profiles of the each person that I have the privilege to manage.  On my team, for example, there are three “High D”, two “High I” two “High S” and two “High C” profiles, which make up a varied and eclectic collection of artists.

For most of the time that I have been in a management position of artists, I have tried to manage everyone the same in order to be “fair.”  Because I naturally know no other way, I also have made the mistake of managing them all as if they are just like me – a “high D.”

I have come to learn that my old way of managing is dumb.  What is smart is learning the details of each person and treating everyone uniquely.  It’s hard…but it’s smart.

Дополнительно можно использовать ряд косвенных признаков, скажем, факт запроса файла robots и seo продвижение сайта, благодаря ним пользователь дольше остается на странице, что положительно сказывается на поведенческих факторах.

Proper Care and Feeding of Artists (slide deck)

Here is the slide deck from the “Proper Care and Feeding of Artists” breakout presented at ECHO in July 2009.
Notes from session to follow in later posts.

View more presentations from Shawnwood.

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