Agent Mom

I’ve heard it said, “You don’t know what you’ve got until it’s gone.” Luckily, I found out that “You don’t know what you’ve got until it’s ALMOST gone” is also true.

Five years ago today was the darkest day of my life. On a morning drive on I-65 with my then 2-yr-old daughter Abby, a distracted teenage driver (there’s an entire post on this that I’ll refrain from for now) ran me into the median. My SUV tires hit gravel and immediately went from 70 mph to flipping 4 or 5 times. As the car came to a stop, my world stood still. I was conscious but disoriented, and within moments heard strangers shattering the sunroof to pull us out.

Some time in the Vanderbilt trauma unit, a couple of surgeries and a blood transfusion soon had me well enough to head home and begin the long recovery process.

Five years later, I have a pretty clear perspective in the rearview mirror and here’s what I know:

1. I would not trade the experience for anything. It gave me a new perspective on life, living, and eternal significance.

2. My marriage and family are forever stronger for the struggles that we went through together.

3. There is nothing that can happen to me that my faith and a personal relationship with God will not see me through.

4. I can empathize with people who are struggling, unsure of tomorrow or suffering anxiety in a way that would not be possible if I hadn’t been through a truly dark time.

5. I am honestly grateful for the pain and struggle.

If I had it to do all over again and had a choice, I think I would. Life is too short and without a wake-up call, we seem to drift through without purpose. Today I’m renewing my commitment to live with intention, realizing that few things are lasting and life is short.

I am a big fan of Hilton hotels. I repeatedly choose Hilton over other brands. I like their Hilton Honors rewards program. I like their hotels. And I usually like their customer service.

Recently I stayed at a Hilton Garden Inn (one of my favorite chains) in Atlanta for a conference. As we walked up, the young guy at the front desk showed great Hilton-like hospitality. But as we walked through the check in process, it was clear that he had studied his policies manual. From room cancellation times to the free bottles of water given to Diamond level Honors members, he knew – and enforced – ALL the policies. I understood what he was doing and politely pushed, but finally agreed. After all, a policy is a policy.

But as he continued, he began enforcing policies (only two breakfast coupons, no free soda only free water) that I’ve never heard of. It became clear that his focus was on serving his company and not on serving his client. After he had said “no” so many times, one “yes” would have gone a long way. But he stood his ground. Ultimately he won…but Hilton lost.

Front line employees are the most critical, yet often among the lowest paid. From the church receptionist to the checkout person at retail, we staff our first impression positions with entry-level employees. We must be sure these roles are filled with creative individuals who see beyond the black and white of policies. They must be trained and empowered to serve their customers. They should know the limits and yet be given the freedom to make decisions that ultimately “win” for the company.

Have you ever met a “rule-follower”? How did the interaction make you feel about the experience?

Evaluating your organization in today’s rapidly-changing world can be overwhelming. But having a clear picture of what should change and what should stay the same helps you focus your strategy and keeps you from making changes just for the sake of change.

There are two essentials critical to developing a business idea or organization:

“What you do” – the marketplace need that you answer

“How you do it” – the methods that you use to meet the need

The “what” will often remain the same. As long as the need exists in the marketplace, you’re in business.  When the “what” is too often changed, organizations and businesses become diluted and unfocused.

The “how” is what we must relentlessly evaluate and change. The way we meet the need today may not be the most effective or profitable way to meet the need tomorrow. An ongoing analysis of the marketplace and methods is necessary to make sure that the “how” is on the mark.

When we started The A Group nearly ten years ago, we set about to offer effective communication solutions to ministry and non-profit entities. Though we’ve seen a dramatic change in our business, that “what” is still the same.

What has changed is the “how.” In the early days, we used direct mail, brochures, billboard and advertising. Our “how” was often a print piece. As the market changed, we shifted our skill set and strategies to take advantage of a new online world. Today we develop interactive campaigns and online communities that engage today’s consumer.

Organizations that are not flexible with the “how” will die – some slowly and some quickly, but all painfully. Only those that are constantly looking for a better way to meet a need will grow with the changes in their market.

What will The A Group look like in another ten years? I have no idea. I can tell you one thing – we’ll be creating effective communication solutions. The “how” probably doesn’t even exist yet.

“If we do what they want, we always get what we want.” – S. Truett Cathy

I’ve always loved Chick-fil-A. But this week, my fan status rose to a whole new level as I spent the day at their corporate headquarters in Atlanta. I was part of a “think tank” – a brainstorming session to create CFA experiences where adults and kids can connect and learn leadership lessons. As CFA marketing staff laid out the objectives for the day, it became clear why the food chain is so unique – and successful.

1. Respect for leadership. I can’t tell you how many times during the day I heard “Truett says…” or “Dan says…” referring to quotes from the Chairman and the President. There is a profound respect for the leadership of their organization, most likely because they feel that respect in return.

2. Respect for the team. Chick-fil-A is unashamedly a family-owned organization. But rather than letting that be a point of contention, it has been woven positively into the culture. CFA treats every team member like part of the family, right down to the family lunch that employees share at headquarters (at no charge) each day. And I’m not talking about a sandwich and a Coke, but rather a full buffet, with salad bar, specials of the day, dessert options, and of course, lots of chicken.

3. Clear direction. As an organization, CFA has done a great job of defining their corporate values, getting the full buy in from their team and seeing the values through from the corporate office to the end consumer. These values include a) Organizational Excellence b) Second-mile service and c) Emotional Connection. It’s one thing to post your values on the wall at headquarters. It’s another to live them out in 1,600 locations. As I look at those values, I see a clear picture of the local restaurant that I know so well.

Without a doubt, Chick-fil-A employees have bought in and are fans themselves. I think I’m starting to understand how they develop fans as “raving” as this:

Do you see this difference when you walk in a Chick-fil-A store?

There’s only one thing worse than a bad plan….a good plan with bad implementation.

I’m a planner. I value not only the plan, but the process of defining strategy and setting expectations. Unfortunately, too many good plans get a bad rap. No matter how good the plan is, without adequate support – time, priority and financial – it will fail. If you’re able to sweep the failure aside and move on, good for you, but in most cases the consequences of losing extend well beyond the obvious failure, including:

1. Risk Aversion – For every failed plan, you’re less likely to take the risk necessary to achieve success in the future.

2. Misdirected Blame – Once a plan fails, we’re most likely to blame the plan, not the execution. I’ve sat with many clients who say, “We tried that. It didn’t work.” Many times I’m certain that it wasn’t the idea that was wrong. But most of these good plans will never get another chance.

3. Loser Syndrome – Teams or individuals that lose start to experience a loser mentality. In my first years in marketing, I was part of a brilliant team. Strangely, this team of successful people was collectively a failure. Looking back, I realize that the team had experienced too many losses to ever win. We had loser syndrome.

Unfortunately, these consequences follow losses in all areas of life…from major boardroom initiatives to the simple parenting strategies that lack follow through.

Don’t give up on planning and trying new things. But before implementing the next plan, evaluate the investment you’re prepared to make. When a plan isn’t successful but you know you gave it all you’ve got, there’s much to be learned. When it fails due to poor execution, there is much more to be lost than you may realize.

Have you experienced any of these (or other) consequences of a failed plan?

During a make-up break (for Maurilio) at our photo shoot

Just when we thought it couldn’t get any better…

There’s nothing like the reward…and work…of launching new initiatives. Two years ago Maurilio and I had the privilege of launching a literary agency. Our relationships with publishers, mega-church pastors, ministry leaders and authors made it a natural fit. Combine that with our marketing and technology expertise, and we were able to offer what few agents could – investment in the full publishing process, from pitch to retail.

Just when we thought it couldn’t get any better, it did.

Earlier this year, I met Tami Heim. What started as casual introduction soon developed into dreaming about possibilities. The changing world of publishing offered an opportunity to do what we at The A Group do best – adapt, implement and fill the gap. From content delivery to social media strategy, today’s ministry and author brands find a complex landscape with fragmented expertise. Combining Tami’s 360 degree view of retail and publishing with our experience in book marketing and technology brought a comprehensive option to manage and grow brands.

Today we are officially announcing the launch of our Brand Development division at The A Group. Approaching content delivery from the perspective of long-term brand development, we can guide authors to the unique opportunities in today’s publishing environment.

One look at Tami’s resume and you’ll note her extensive experience, from Chief Publishing Officer at Thomas Nelson to President of Borders Books. But even more impressive might be her heart. I recently explained it this way, “I can’t tell you the last time I met someone who truly approaches every situation desiring a win for all involved.” I’m blessed to call her mentor, friend, and now…officially…partner.

What opportunities have you found in an environment of change?

When I fly, I’m always drawn to the SkyMall catalog. And with Christmas just a few days away, I wanted to make sure you were aware of these gifting gems, all currently available at SkyMall:

An aluminum wine-safe that is FAA approved to carry 12 bottles of wine on your flight with you. Their slogan is “Leave no wine behind.” I think it should be “Leave no win-o behind.”

Video Recording Sunglasses with a built-in video camera to let you discreetly record all that you see. Ummm…creepy. These are probably the same people buying “The only picture taking night vision binoculars.”

A portable microwave oven with a DC adapter so you can use it in your car. Isn’t that what drive thru’s are for??

The marshmallow shooter. OK, all kidding aside, I hope this shows up in my stocking.

A remote-controlled tarantula. Yep, I know what I’m getting my sister’s kids for Christmas. She’ll never forgive me.

Adult-sized footed pajamas fits up to 6’7”/260 lbs. I think we may do our family Christmas card pic in these next year. Joel, are you in?

Seat pair from the original Yankee stadium. $1,499 includes the original beer stains and sweat scent. It makes a great addition to the $99 “Freeze-dried grass from the original Yankee stadium.

“The slanket” - Apparently the Snuggie has competition!

The Hollywood Cookie Diet. If anyone has tried this, please contact me personally before I waste $60. So tempting…

Pants Un-heeled. Your “sole-u-tion” to the annoying pants/heel wedgie. What is a pants/heel wedgie? That annoying occurrence when your pants creep under your heel when you’re wearing open-back heels. Where have you been all my life? I am totally buying these.

Solafeet, a small tanning bed for your feet. “Golfers, rid yourself of those ugly sock tan lines forever.” Proof that we really do have many significant worries here in America.

A doggie-DNA test kit. Seriously? What dog wants to find out that his mom was prowling around?

The square root watch. Instead of the hour markers, each is represented as a square root that translates into whole numbers. Ad says “Brainy math types will love this watch, but why should they have all the fun?” This was obviously created by a lonely, brainy math type who for the life of him…can’t figure out why he is alone.

Yes, those are all real. I couldn’t make it up if I tried. Another tribute to good old-fashioned American excess.

Hope this helps as you fight the crowds looking for the perfect last-minute gift.

I like to know the plan. And I like to be in control.

Those are not bad things in themselves. But the past few months, God has been asking me to say “yes.” That in itself is not necessary difficult, either. I’ve often heard God give me clear direction to give, to do something, or make changes in my life. I usually manage to make the right decision, and have always found out that God’s plans are way better than mine.

The difference lately is that God is asking me to say “yes” without giving me the plan. I’ve clearly felt him prompting me to decide that I’d say “yes” to anything (and yes, I mean anything) he’d ask of me. How scary!! That takes away my control, erases my plan and potentially puts me in discomfort.

It’s been a few months and I can finally say that I’m at that point. Whatever he asks, I’ll do. I’m waiting for some life-changing, earth-shattering request but it hasn’t come yet. Maybe this is more about the process of submission than the act of obedience. Maybe not. Regardless, I can’t wait to see what is in store.

With Mother’s Day this weekend, it sometimes feels like red carpet award season for moms. Everyone relives the greatest moments of the year and nominates their favorite in the category “World’s Greatest Mom.” This year I’d love to just place. Honorable mention would be fine. Really ANY mention would be fine.

About a year ago I decided to go back to work full-time which has made this year extremely rewarding, totally challenging and definitely exhausting. We’ve had a lot to learn about juggling schedules and making time to spend together as a family.

Along the way, we’ve had highs and lows. So to celebrate Mother’s Day, I thought I’d share some of the highlights -

* We decided to spend some great quality time together and took an 11-day (yes, that’s 11!) trip to Disney World. Ever heard the phrase “too much of a good thing?”

* There was the day I forgot pajama day at my 2-year-old’s day school. It wouldn’t be so bad (honestly, she couldn’t care less) except the teacher announced in front of all the other mommies at pick-up that poor Macy was the ONLY one who didn’t have her pajamas on. Yes, everyone, I am a total LOSER mom!

* One night I was getting extremely frustrated at my husband for taking SO long to put our 5-year-old to bed. After asking him to hurry several times, I finally yelled, “She HAS to go to bed.” He yelled back to me, “Would you give us a minute?? SHE’S ASKING HOW TO HAVE JESUS IN HER HEART!!!” Yep…just how we imagined that special moment for our daughter.

* I walked into the bathroom one day to see the 2-year-old scrubbing inside the toilet with her toothbrush. I was horrified and yelled “NO!” She took one look at me and quickly stuck it right back in her mouth.

* And just tonight I decided to save a bit of time and money and cut my daughter’s hair myself. She is now all business in the front, party in the back.

So we’ve made it through another year full of first days of kindergarten and potty training. I really treasure these mishaps as much as the perfect family moments. We love to laugh at ourselves which is how I know that we’ll make it through next year and the next.

Lord, thanks for trusting me with two precious lives. Please help me keep my sense of humor.

Anyone else care to share a parent “moment”?

This week I took a 12th anniversary trip to Phoenix, AZ with my husband, Joel. We left the girls with grandparents, met some close friends, and spent 3 days at a great resort and spa.

The second day of our trip we drove a couple hours to Sedona, a gorgeous city surrounded by the red rocks of the Coconino National Forest. We spent the afternoon on a 3-hour hike to a mesa with a 360-degree view of the city and surrounding mountains. (Side note: This type of physical activity on a spa vacation was definitely not my idea! In fact, Joel spent most of two days hiking, and hit the gym on the other days. I on the other hand, got my workout raising the little flag to call the pool attendant over so I could order a snack or drink.)

But back to Sedona…after our hike, we went to a lookout to view the famous Sedona Sunset. It really was amazing! We snapped the picture above just before the sun touched the top of the mountains. When the sun finally sank below the horizon, the crowd at the lookout spontaneously began to clap. I wondered what they were thinking….”hooray, God!”? Who were they clapping for?

After dinner we said goodbye to Sedona and began our drive back to Phoenix. On the ride home, it struck me that this day ranked right up there with the top experiences of my life. It also struck me that the day was about enjoying time with those I love and seeing one of God’s natural gifts. It wasn’t about things, awards or accomplishments. It was not tied in any way to the achievements that I spend the majority of my life striving for. In the middle of a global economic meltdown, I sat on a cliff and enjoyed the sunset.

This reminds me of another great life experience – spending a few months in the Dominican Republic living and working in an orphanage. One of my greatest memories of those days is attending the village church. I remember tears streaming down my face as I sat amongst the greatest poverty and need that I’ve experienced, while Christians around me praised God for his faithfulness. That was when I realized that my happiness should not be based on what I have or don’t have. How freeing to know that ANYTHING can be happening around me and I can still choose to be joyful!

I’m back home from Sedona and trying to reconcile the experiences of a great trip with the responsibilities of a busy life. Above all, I’ve got to keep the perspective that the happiness of my life is in no way tied to a paycheck or savings account. As a practical matter, I’ve cut back on the negative news that I listen to and read. We all know there are financial struggles around us – being reminded of them over and over again is useless.

The sun sets in Franklin, TN just as it does in Sedona. I just might make a point to see it this week.