I read this book upon the urging of my daughter’s fifth grade teacher. Even though this book is considered a “middle reader”, it really held my interest. The book centers around the notion of possibility. Calpurnia forms a relationship with her distant grandfather, who lives with them on their Texas pecan farm. The year is 1899 and there are certain expectations for a girl at this time in history. Cal’s grandfather sees himself as a naturalist and introduces Cal to his love of science and observation. Cal is quickly drawn into her grandfather’s world, but her mother keeps trying to pull her back into the world of “training to be a good wife” by learning how to cook, play the piano and sew. Cal has other ideas for her future but is uncertain how she will break with her parent’s expectations. This is a Newberry Honor Book and definitely worth reading.
Red Ridge Farms
We went to Dundee to stay with Eric’s parents overnight for the Thanksgiving holiday. Despite the downpour today, I really wanted to go on a little field trip to the gorgeous countryside that surrounds Dundee. It is amazing how many wineries there are. I have had my eye on Red Ridge Farms, in particular. It is Oregon’s first olive grove. Apparently they have over 13,000 olive trees over 17 acres. We tasted seven different oils and the lemon-infused was my favorite. We also tried three different balsamic vinegars; the fig was my favorite and the passionfruit was Eric’s favorite. Needless to say we picked up a few bottles to take home and a few Christmas gifts, too. The scenery was stunning and the grounds were beautifully landscaped. I can only imagine how picturesque it would be during a sunny summer day! It would be a great place for an event or party, too. We will definitely go back!
We then headed over to the quaint town of Carlton for lunch. There were several tasting rooms and unique lunch spots
and gift shops. We had a great field trip today. It is fun to not let the weather dictate what we did today. And even though the girls protested being out in the rain, I think they came home pretty satisfied, also.
The Final Product
Challah
I love challah bread but I often miss the Friday window to buy it in the local stores. Fortunately for me, I love to bake and so today I made some challah bread.
Coolest Flowers
Blog Inc.
I am reading the book “Blog Inc.” by Joy Deangdeelert Cho. This is an awesome resource for the world of blogging. Cho offers all sorts of wisdom about building a blog centered around your passion and creating community at the same time. She begins with the basics, moves on to finding your voice and choosing a platform. She talks about etiquette, making your blog a businees and even how to get published. She also covers making money from a blog, but repeatedly states that making money from your blog should not be your priority. Blogging for profit will be transparent; a blog focused on money rather than a passion will turn off readers. I love how her book includes interviews with other bloggers because you get to read about many different perspectives. Every blogger showcased reveals how blogging changed their lives.
So if you don’t have a blog, yet, pick up this book and get inspired…and get blogging!
Powerful Phrases for Effective Customer Service
Powerful Phrases for Effective Customer Service should be required reading for anyone working in a customer service role. Renee Evenson has worked in the customer service management for over 30 years and this book is a compilation of all that knowledge and experience. Evenson contends that action coupled with the right words will result in successful customer interactions. Part one of the book covers the various phrases that demonstrate courtesy, rapport, empathy and a host of additional phrases. The second section of the chapter examines actions that reinforce those phrases. Part two includes over 30 different scripts for every possible customer interaction-either positive or negative. Evenson reports each customer scenario with great detail including the customer situation, some identifying behaviors of the customer, a “Do This!” story, a “Why this works” and finally tips on applying the suggested approach. Evenson also covers 20 different situations when the customer service person commits a gaffe with the customer such as when the customer rep says something tactless. Evenson’s final chapter encompasses phrases for social media interactions.
Evenson has written an invaluable tool and resource for the customer service provider. This is a book that you will refer to repeatedly. Evenson suggests appropriate, effective behaviors that will improve any customer service interaction. The social media chapter is not as robust as the other content in this book, which is the one improvement I would suggest. Otherwise, this book is one you will want to keep handy when customer interactions run afoul or you just want to review how you handled a situation.
Customer Service
Today’s customer service is way too transactional. Companies expect you to scroll through a bunch of drop down boxes, narrow down your topic and then read through a frequently asked questions page to “resolve” your issue. Is that really any way to treat a current, future or soon to be past customer? A company’s revenue stream? A company’s lifeblood? I think not. We are faced with customer service scenarios many times a day…some good impressions but most abysmal. Yet some companies get it right every time. How do they do that? I think the answer is simple but first, let me share a few of my own recent examples.
My realtor, Morgan Davis, hosts a referral party every year…15 years strong at this point. This is a party where those that have bought, sold, referred or just because, get invited to an evening event with fun, frolic and good food. Each year has a different theme.. This year’s theme was cowboy. Given that Morgan is from Texas, I wonder what took him so long to come up with that theme?! Nonetheless, he always chooses great venues, usually one that I am not familiar with. This years was at Urban Pine. Basically Texas dropped in the middle of eastside Portland! On arrival, you were given a cowboy hat and vest, if you wanted. You then caroused over to the open bar. You were greeted by black-clad servers hauling around, nothing less than Texas toast with pimiento cheese. The movie, The Good, Bad and Ugly was playing on two TVs, there was a photo booth (so much fun) and a fabulous buffet. Then a comedic skit was done and finally Morgan thanked everyone and recognized two separate people for their outstanding efforts on his behalf. All in all a great night, that definitely solidifies that Morgan VALUES his customers.
This party is on top of what he regularly does such as monthly perks, a referral guide and he even stepped in when he recommended a contractor to me that failed miserably. Morgan found another contractor and then paid for that portion of the project!!! Wow!!
Let’s now flip to the not so good side. I recently upgraded my phone with Verizon. I have been a customer for 10 years. I spent an hour on the phone with the customer service rep. Got my phone, loved it. Part deux…I receive my bill and low and behold it is completely different from what she told me it would be. When I called customer service and spent ANOTHER hour on the phone, he basically told me that the previous rep had misinformed me and he was sorry, but this is what it was. Can we say DECEPTION! I requested a supervisor and was told he would call me within 24 hours…can you guess it…no call yet…. Is that really how you want to treat a customer of 10 years that you are making money from each month??? Hmm, makes you wonder.
So what can companies do to address this abysmal trend of lousy service? Like most things, it comes from the top and needs to be pervasive in everything the company does…look at Zappos for example….the website, the policies and the interactions with the customer service reps, all scream, YOU, the CUSTOMER, are the most important thing. But you don’t have to be big like Zappos to offer great customer service.. As a matter of fact, smile at your co-worker, offer to get something done for them and you have just provided great service. It really is pretty simple. But until most companies learn this, hats off to you, Morgan Davis and team and the few other companies that really get how important customer service really is.
Butternut Squash Barley Risotto
I love to try new recipes. You will often find me tearing out recipes in the latest magazines. Of course, lots of people do that but I actually make the recipe. Tonight I made Rachel Ray’s Butternut Squash Barley Risotto that was in her latest issue. Check out the recipe here. This was an easy recipe to make and the kids actually ate it (squash and all).
I also made Madelines. Again, a super simple and delicious cookie that is easy to make. You will undoubtedly have all the ingredients in your pantry. They look so impressive and when you serve them, the recipients know they are getting something extra special!
10K
Yesterday I ran my first 10k race. Even though I have been running 10k practice runs for a while, there is something heart-pumping about running during a race. First of all, the conditions are not usually ideal given that you are up at the crack of dawn and running immediately. Although, that is what I do during the work week, on Saturdays, I like to be a little more relaxed about when I run. I usually have my coffee, cull through my emails, dilly dally a little bit and then run.
Also, race day almost always guarantees I will be running a faster pace–which is a good thing! My competitive spirit jumps to the forefront when I am surrounded by other runners suffering just like me! I like to end my runs with a sprint, but with the faster overall pace, it makes sprinting much more challenging.
I always know I have had a good race when at the end, I want to sign up for another race. That is exactly what I felt after yesterday’s race. I felt really strong during the race and knew that my consistent training had paid off. Of course, runs in the winter in the Pacific Northwest almost always guarantee wet running and I am not sure I am up for that. So, I think I will keep training and sign up for a 15k in the spring. Any takers?
seniyegroff 