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Author Darrell McNeal

January 26, 2024 by angishields

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Cherokee Business Radio
Author Darrell McNeal
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In this episode of Fearless Formula, host Sharon Cline interviews Darrell McNeal, a life insurance advisor and author of “Lessons Learned: A William Briggs Adventure.” Darrell shares the inspiration behind his young adult book series, which began after his grandson’s concern during Hurricane Michael.

He discusses the challenges of writing and the rewarding feedback from readers. He also talks about his passion for taekwondo, the importance of trying new things, and his plans to donate proceeds to the Fellowship of Christian Athletes. 

Darrell-McNeal-headshotDarrell McNeal is the author of “Lessons Learned, a William Briggs Adventure.” He’s a retired Ball Ground, Georgia resident, and this is the first novel in this series.

This transcript is machine transcribed by Sonix

TRANSCRIPT

Intro: [00:00:07] Coming to you live from the Business RadioX Studio in Woodstock, Georgia. This is Fearless Formula with Sharon Cline.

Sharon Cline: [00:00:17] Welcome to Fearless Formula on Business RadioX, where we talk about the ups and downs of the business world and offer words of wisdom for business success. And I am your host Sharon Cline. Today on the show we have a life insurance advisor, but also he had worked at the Providence Group, but he is the author of a book called Lessons Learned: A William Briggs Adventure. He’s from Ball Ground, Georgia. Welcome to the show, Darrell McNeal.

Darrell McNeal: [00:00:44] Thank you. Thank you so much.

Sharon Cline: [00:00:45] You’re welcome. I love that you’re from battleground.

Darrell McNeal: [00:00:48] Oh, yeah. It’s neat. Very neat place to be from.

Sharon Cline: [00:00:50] It is Cherokee County, of course, but I, I think it’s just the the cutest town and so many really wonderful things are happening, not the least of which an author. You just had your first book signing, which was at the barrel House Coffee Company in Ball Ground, which is a wonderful place to get coffee and wonderful people who run it.

Darrell McNeal: [00:01:09] Oh yeah, great people. Katie and Ryan Turnage, good friends, good place. Tim, who’s the barista there? And I mean, just fantastic. Yeah.

Sharon Cline: [00:01:20] Katie was on the show at one point. It was just really fun to talk to her about how they got started. So I love that there are so many intersecting lives and businesses that can all kind of help each other.

Darrell McNeal: [00:01:30] Yeah, they they’re great. And I was honored to be able to be at their place.

Sharon Cline: [00:01:35] Well, let’s talk a little bit about your book. It’s a young adult book. It is. And it’s a series, correct?

Darrell McNeal: [00:01:43] Uh, yes. Planned to be a series.

Sharon Cline: [00:01:45] Planned to be a series. Okay. So let’s talk about the kind of the backstory behind your book I know that you have, um, some of your favorite authors, John Grisham, a couple other ones that have always been kind of in your background and you’ve always thought maybe you’d write a book, but you didn’t know when. But now that you’re kind of older, like you have grandkids, there was like an inspiration. You had to write a book. Do you want to talk about that?

Darrell McNeal: [00:02:08] Sure, absolutely. Um, I had always wanted to write a book. My mother, it was a career educator and retired, and she had always talked about it. I’d heard about it, um, went through certainly life corporate world and, and, and like.

Sharon Cline: [00:02:25] Most of us.

Darrell McNeal: [00:02:25] Just kind of thought about it. Um, you never have.

Sharon Cline: [00:02:28] Time when you’re in the corporate world or you think.

Darrell McNeal: [00:02:30] Retired, taught school at Rinehart for a little while, about a year and a half and, and, um, just kept it kept coming up. And so about, um, I don’t know, it was probably about 3 to 4 years ago when Hurricane Michael hit the coast in Panama City. Uh, we have a little home there. And, uh, the realtor that helped us get the home was collecting supplies for the victims of Hurricane Michael. And, um, I was, um, listening to my wife talk about with her about that. My grandson was listening at the same time. And as we were, uh, pushing the streets of Ball Ground with my goldendoodle, Charlie and and him, we, um, he asked me, could we stop and pray for the children of Hurricane Michael? Oh, my. And, uh, so I was like, man, um, I think I’ve got the world that I wanted to create. So I met a guy not long ago. Um, he does some work with my son in law, Josh Bagby, Pete Sroka and Sadowski. I’m sorry. And, um, he, um. He said something about him publishing a book, I asked. I told him I’d always wanted to do it. He said, well, I can help you with that part if you have the world in your mind. And I said, I do, and it was the lessons that you impart, um, at this stage of my life to folks such as your grandkids. And it’s the things that, you know, came, came about and it’s basically about where do you get your truth?

Speaker3: [00:04:05] And. Wow. Mhm.

Darrell McNeal: [00:04:07] So um, we started on it and um, it’s, it’s a fun adventure. Um, to do the book process and then um, the storyline um, is mirrored that in that there were lessons I wanted to impart. And part of those lessons came as the book unfolds, I refer back to Scripture that is important to me in my life and has been, uh, something that that’s the constant in life that you if you’re a person of faith, you’re going to go back to your faith and you’re going to find the Scripture that supports that situation and how to how to deal with it.

Sharon Cline: [00:04:49] So when you were looking at the story and it was unfolding for you, did you already have the beginning, middle, end, and then you started writing, or did you write start to write? And then it kind of unfolded as you went?

Darrell McNeal: [00:05:01] Um, yeah. Um, I had the I had the world from a broader perspective. And so, um, it was more like, uh, you faced face issues in life, with relationships, with being away from home, with being lonely, uh, conflict, new newness of things. And I had kind of the broad, but the details came in the doing. And so Briggs, my grandson and I, um, take, uh, taekwondo together. He talked me into that. And so I, a lot of the book has that element in it, and, uh, I had to research that. And then so the details came as we went along and it kind of moves on its own.

Sharon Cline: [00:05:49] Got you. I found it so interesting in the description that it’s, um, obviously like you’re talking about, um, very important life lessons that this character William learns as he’s, as he goes through his adventures. But that you had South Korea as part of the story, which made me wonder if you’ve been to South Korea.

Darrell McNeal: [00:06:13] I have not, and where that came from was the taekwondo. And so it originates in South Korea. And you do a little research about that. And um, and then the culture of South Korea.

Sharon Cline: [00:06:25] Yes. Like you had to learn.

Darrell McNeal: [00:06:26] And so I learned a little bit about that. And um, just wanted to give a flair for it. I don’t I’m not sure how many people in Ball Ground know about South Korea.

Speaker3: [00:06:35] I know I.

Sharon Cline: [00:06:36] Was like, what? Because the book is set in ball ground, which is so cute to, you know, shout out to ball ground, but just imagining, you know, the whole entire world out there. Um, I mean, I hadn’t really considered a book that would sort of focus from, you know, ball ground to, to South Korea. So I thought it was really creative and interesting and.

Darrell McNeal: [00:06:53] And the adventure, um, part of, you know, tying the adventure into it. So William takes a mission trip to South Korea. He’s excited about it because of taekwondo. They’re, um, there to build a facility to, uh, to share Christ and to hopefully save lives. And they do. And so but along the way, he learns the culture of South Korea and friends. And so that was the mission and other things come into play. So it kind of tried to tie it all together.

Sharon Cline: [00:07:29] So were there things that you learned when you were writing that kind of surprised you? You know, to be an author, as a new author, were there things that you learned that you’re like, I had no idea about my personality or the things that I wanted or liked? Um, or were there things that you wish you could have told yourself in the beginning as you as you progressed?

Darrell McNeal: [00:07:50] Yeah, I think so. Um, a couple of things is just how to try to stay on point with the story of the lessons learned and add dynamics to the story and, um, the relationship. Um. Uh, the relationships that are in the book. And, uh, would it be friends, whether it be with family and, uh, so, yeah, I think I think I was a little bit surprised where we ended up, um, compared to where I was going with it. I think the overall theme of the book, where it was the lessons that I was trying to impart. Um, the character, one of the characters in the book, which is William’s grandfather, um, he tells some of these lessons that he’s learned. So it’s similar, similar to what I try to do with my kids, my grandkids.

Sharon Cline: [00:08:47] It’s so sweet because it’s like you’re you’re writing this story, but it’s a little like, obviously it’s a part of your soul that’s in this book and that, you know, you get to leave that for, you know, your grandkids and your future grandkids and all of that. I mean, how special is that?

Darrell McNeal: [00:09:03] Yeah, that’s real special. And, um, you know, I do have it out there. Um, I don’t know if they’ll read it or not, but it’s certainly there. And it does it. I guess it does tell a little bit of insight on how you think and feel. And at the end of the day of, you know, at the place I am in my life right now to be able to share that journey in, in a, in a simple book like that, um, with what I think is important to know. And, um, everyone has their own journey, you know, it’s everyone has their own journey and everyone has their own ministry if they’re a person of faith. And so, um, it’s a lot of my life today is based on, uh, when Jesus sent the 72 out and, and and, uh, Luke chapter nine and ten to, to go out there and I think that’s where I’m at. And so it kind of kind of made sense for me.

Speaker4: [00:09:57] Absolutely. And I think.

Sharon Cline: [00:09:58] What’s fascinating, too, about all, of, all of your journey is that it’s always been a dream of yours and you just never knew the right time, the right motivation. But then everything kind of all came together at the right time. And that always kind of fascinates me with in life that sometimes you can’t make something happen, but just the right scenario happens to unfold in front of you.

Speaker3: [00:10:21] Yeah.

Darrell McNeal: [00:10:21] And the and the book itself, not only the lessons, scriptural lessons learned that you can lean on the truth, but it even made even more sense. I currently work actively with FCA Fellowship of Christian Athletes, and any net proceeds of any of these books will go to FCA.

Sharon Cline: [00:10:43] That it was so impressive that you said that.

Speaker3: [00:10:45] Yeah.

Darrell McNeal: [00:10:45] And, uh, so I go out in the morning and we do, uh, huddles with the coaches and, and student students and student players and, um, it’s the same type messaging that you talk about every day that you can put down in print. And, um. It just. It just feels like it’s where I’m supposed to be at this time and what I’m supposed to be doing, I do, I do, you know, help Josh and his business some. Yeah.

Speaker3: [00:11:15] I saw that on.

Sharon Cline: [00:11:15] Your on your Facebook page. I think that’s wonderful. You get to work together.

Darrell McNeal: [00:11:18] I get to work with Josh, and then my son and his wife have a regenerative farming ex, uh, uh, outside of Athens and, uh, Georgia and, uh, we, I go over and help them, too, so I can be a farm boy on occasion as well.

Sharon Cline: [00:11:35] So you I believe you lived in Alabama at some point, is that correct?

Speaker3: [00:11:40] That’s correct.

Sharon Cline: [00:11:41] And then. And how long have you been here in ball ground then?

Darrell McNeal: [00:11:44] Well, we moved to Ball Ground from Hickory Flat about nine years ago. Uh, we I.

Sharon Cline: [00:11:49] Bet it seemed quieter than it does now.

Darrell McNeal: [00:11:52] It’s quiet, but it was real quiet at that time. And, uh, I was like, man, where did we move?

Speaker3: [00:11:58] No, but, um.

Darrell McNeal: [00:11:59] You know, my wife Sherry and I, uh, were we’re looking to build a little, uh, retirement type home in Florida and got the opportunity to do that by moving, you know, to a little bit smaller place in ball ground. And so it was kind of a strategy there. And then, um, but I grew we both my wife Sherry and I both grew up in Alabama and I grew up in Decatur, Cullman area, and she grew up in Cullman, Alabama. And, uh, work took me here 26 years ago, and I worked with an insurance company at that time, uh, based out of Montgomery, Alabama. Alfa insurance. And I was a, uh, ended up being a corporate marketing officer and retired there, um, in 2021, February 1st of 2021.

Sharon Cline: [00:12:47] When you look at where you’ve come from and then where you are now, it does feel like when would you have ever had an opportunity to really become because financial responsibilities, I mean, this is what stops people a lot from pursuing many of their dreams. Is that sort of, well, how am I going to support my family or how am I going to make this work? Um, so sometimes it is timing, of course, but did you ever think that you would really become an author? Like, what does that feel like for you?

Darrell McNeal: [00:13:12] Well, um, I did I did feel like I would do it. It was just like you said, finding the time. And, um, I’m pretty intentional when I get started, but, um, I think I think more so than than not is the fact that I felt like the Lord was saying, now’s the time.

Sharon Cline: [00:13:30] And what did it feel like that you. That you felt that like, what did it feel like when you it was it just like someone almost like tapping your shoulder, like always bringing it to to your mind?

Speaker3: [00:13:42] Yeah.

Darrell McNeal: [00:13:42] It was sort of, I think, um. The times that we live in are, um, I think I think a wholesome book is needed, one that, um, you know, that was telling a message and young people could have, uh, there’s a lot of distraction out there with social media, which is great in a lot of ways, but it’s also distracting. I deal with these younger folks, and I just felt it was a good timing for that. But I felt a nudge to do it. And, um, honestly, I don’t know that there’s ever anybody ever has 100% time to do any of the things that they want to do. You just have to stop and say, I’m doing it.

Speaker3: [00:14:24] You just choose.

Darrell McNeal: [00:14:25] You just yeah, make priorities. People do what they want to do.

Sharon Cline: [00:14:28] That’s the bottom line. So coming up with the story and making it relevant to today, I like that you’re talking about how these themes apply in all kinds of different scenarios, like when you’re with your FCA or right people, and then also with just young children. But what what would you say are some of the pervasive themes in the book, like the main story? Is it sticking true to who you are? Is it? Um, I know that you have some listed on, on, um, your Amazon page for the book, which is just really great because it gives you kind of a nice synopsis of the story. But what would you say to, to listeners are the main themes of the of the book?

Darrell McNeal: [00:15:12] Well, you know, first, it’s a Christian adventure story and it fits a space that not a lot of a lot of books are in. And, um, the second thing is, I think the overall if you if you get through the book and you look back on it, you know, it’s about the relationship that we have with our Heavenly Father, and we’re not always wanting to listen.

Sharon Cline: [00:15:33] And I’m sorry. I’m laughing because I’m like, what? Do you know my story?

Darrell McNeal: [00:15:38] We’re not the instructions are there. The the love is there. The truth is there. But we don’t always want to listen to it.

Speaker3: [00:15:44] It’s so true. It’s.

Darrell McNeal: [00:15:45] And so at the end, the relationship that he finds with his own father is the same as he finds with his Heavenly father. The second thing I would say is they there’s always going to be something you face, whether it be loneliness, whether it be conflict in relationships, whether it be away from home, particularly young people, you know, trying to find themselves. Um, and then who are your advocates? You know, and then how do you engage the task at hand? And so the, um. Those are the overarching things. The other thing is people sometimes volunteer to do certain things and the outcomes different.

Speaker3: [00:16:31] So true.

Sharon Cline: [00:16:31] I was just thinking that in the book that something happens that’s very unexpected and unintentional. That hurts his relationship with a friend of his. And I think, how many times have I done that where my intention is good, you know, but then how do you have resilience for that? Or how do you even have forgiveness for yourself for that?

Darrell McNeal: [00:16:50] Yeah. And there is an element to there. When he has conflict, he has conflict with the new friend, and he refers back to his, um, person that, um, you know, his how, how, how do I deal with it? And he gives an example, uh, his grandpa gives an example of when he’d messed up and how he had to go through and just actually ask for forgiveness from that person. And too many times today, are we willing to do that? Are we willing to listen to those folks that came before us and find out how they dealt with things? And, um, you know, power power’s in the ability to take yourself out of the equation.

Sharon Cline: [00:17:35] What do you think has been the most rewarding part of your book journey and being an author, what’s been like the most satisfying part for you?

Darrell McNeal: [00:17:44] Um, I think for me that, um. Just maybe a comment that said, man, I enjoyed that. That touched me. Um, it it helped me think about something different. You know, I think that I think that’s it. It’s not, um, if it can help one person understand or maybe have a better experience the next time, maybe search out a truth in the scripture that they wouldn’t have done. That’s all. It was worth that.

Sharon Cline: [00:18:13] Do you have people that you consider like mentors for you to help you as you’re going through your journeys here?

Darrell McNeal: [00:18:20] Um, well, you know, from the book perspective, Pete, naturally was a great mentor. My family, I get a lot of source of truth from them. Got great kids, you know, um, great great grandkids. I mean, they’re all great. My mom and dad are great. Um, you know, my my spiritual mentor growing up was my my what we call Mama Whittaker. She was that kind of that constant source. Um, my mom and dad have been wonderful all my life. They’ve actually told me sometimes, uh, probably that I was more talented than I was. Oh, but.

Sharon Cline: [00:18:54] That’s what parents do.

Darrell McNeal: [00:18:55] Yeah. You know, so they were good. They were good. But, um, I think, you know, there are people. Pastor friends. Um, I’ve been blessed with a lot of good Christian friends. Um, that gave me men and women and, um, uh, I would say my coaching friends that I, you know, Coach Ball at Sequoia for eight years and they, you know, just those experiences. And, uh, I have some great work friends at my former work, and, um, I just lean on I just listen to them and find, you know, a lot of times I learn a lot more that way. They’re smarter. I’m not a great listener. I’m really not. But I try to, I try to, I try to absorb some of it.

Sharon Cline: [00:19:37] Will you listen this time to make the book like you? Someone was telling you what to do here. But I like what you’re talking about is having this drawer of people in your life that each person has, like maybe a nugget of wisdom that you kind of were able to get and absorb and, and then use to be, you know, help you to be courageous, to write a book, you know, were you ever unsure of what you were doing? You know, a lot of people have stories in their minds, but they think, oh, I don’t know if anyone’s going to buy it. You know, they fear let’s them stop them. So what was your sort of fearless formula to to just push forward?

Darrell McNeal: [00:20:11] Well, I prayed about it a lot. And and you know what messages what what were the scriptures and messages that, uh, that I needed to to include and write.

Sharon Cline: [00:20:24] Because there could be so many, right.

Darrell McNeal: [00:20:27] But the situation if you read the book, you know, a situation occur and, and I’m a verse would come to mind or I would reach out research one out. And at the end of the day, you know, I just prayed about it. I got, you know, I listened, you know, I just got it imparted on me from, from the Lord that this is what it needed to be. And so if I had that right, I felt if I got that right, then the rest would take care of itself. And I, you know, like I said, I want to I want to sell a lot of books just for the simple fact that FCA needs, you know, those resource partners. But in reality, if it affects one person positively, that was that was enough. And, you know, John 14 six became my signature verse in my mind. It wasn’t the one starting out, but it became that, you know, um, you know, Jesus looks at the disciples and he says, I’m the way, the truth and the life, and no one comes to the father except through me. So I didn’t know that was going to be it. I did not that was not what I thought would be the verse that came most, um, you know, prominent. But it did.

Sharon Cline: [00:21:35] Well, isn’t it interesting how that happens? You know, because certain things will come into mind that seem the most important. But that’s not what you would have ever predicted. So I love that you have this sense of peace about it.

Sharon Cline: [00:21:50] You know, like there’s not this anxiety of I’ve got to market it and I’ve got to sell it, and I’ve got to work really hard. I mean, you, of course, would love for that to happen because you know that you’re benefiting someone else besides yourself, but you have a sense of it’s going to land where it needs to land.

Darrell McNeal: [00:22:06] And I think, um, you know, going in, um, like you say, you stay in prayer. This is something that’s been certainly on your mind. Uh, I think anything that you. Um. You know, a lot of times we want instant things today, of course. And so we say, you know, we check the box, you know, Lord, thank you. Help us with this. And we check the box and you go on and you’re thinking, well, I wonder what didn’t happen. I prayed about it 30 minutes ago.

Darrell McNeal: [00:22:35] These things take you know, this has been in the works. Um, my first thought of a book when I was in high school, and that’s a long time ago. And, um, and it kind of fades. And then I kept thinking about it, and then I was in, in, you know, in, in senior management at a company. I thought, well, I’ll write, I’ll write a sales book or I’ll write a management book. And it’s like, no, no, that’s, that’s not it. And um, then as time went on, I, it became clear what the book should be about, but not necessarily. I didn’t have the 100% the story, but I knew what the I knew what the truths were. So yeah. So it’s it’s exciting to know that, um, maybe, you know, out there and the Lord will and the Lord will find that person for me. It’s not me finding them that will affect them positively.

Sharon Cline: [00:23:28] It’s so it’s so, um, like, heartwarming too, because you have such a sense of giving back, you know that. It’s not. It’s like a win win, which is always my favorite. Right? So you you get to fulfill a dream, but then you also get to have other people benefit from your dream, you know. And so and it sounds like you’ve had this dream, you know, for so long that it must be very satisfying to be like, oh my gosh, I’m on Amazon, you know?

Darrell McNeal: [00:23:59] All of that was weird, to be honest with you, was, you know, when you see your name on a book or you see that’s just kind of weird to me. I mean, it’s like, uh.

Darrell McNeal: [00:24:08] You know, I would be remiss to say, you know, if I didn’t say that, you know, it was it was it was fun to see. And it was it was exciting. But then at the same time, um, it was just a little weird. I mean, it’s you just.

Sharon Cline: [00:24:23] Well, you seem like a very humble person. So to have your name out there in such a public way, probably, I don’t know.

Darrell McNeal: [00:24:29] Uh, well, I hope to be. Now, I don’t know that I’ve always been humble in my life. I think I was a little more, I said confident. My wife said. My wife said cocky. But, um, I have been less humble, less, uh, but.

Sharon Cline: [00:24:45] Interesting that you coached, uh, ball at Sequoyah High School, which is just up the street from here. Was it baseball?

Speaker3: [00:24:52] Baseball? Oh no way. Yeah, yeah. Awesome.

Darrell McNeal: [00:24:55] Yeah. We had had done a lot of youth, uh, sports and baseball. And then, uh, when my children left Sequoyah, they graduated. Um, I, they I could coach at that level because, you know, if you’re not a staff person, you can’t be a lay coach or whatever, right? So I got the opportunity to do that and did that for eight years, had a ball doing it. It was a lot of fun. It was um, I tell everybody my kids went to Sequoyah eight years and I did too well.

Sharon Cline: [00:25:26] And it sounds like as well, that you’ve always had sort of your, um, an interactions with younger people. So it’s nice that you were able to have all of that to draw from, from your book as well, to accurately represent, you know, a young kid. Because if you’re not really in that space, it’s hard to really know what a child say this or think this way. So you were able to really glean from that.

Darrell McNeal: [00:25:48] Yeah, and I hope to stay relevant in that area. Um, it’s tough for older people to be relevant to young people. And, um, you know, being the area representative at, uh, Cherokee High School now and River Ridge High School right down the street here. And then, um, the, uh, community sports, uh, representative for ball Ground in Macedonia. Baseball. So I have all of this, you know, and, um, it’s just trying to be relevant so that they look for their source of truth in you. Not necessarily from an app, not necessarily from, you know.

Sharon Cline: [00:26:23] Even their own parents.

Darrell McNeal: [00:26:24] Or friend.

Sharon Cline: [00:26:25] Yeah. Sometimes I feel like when I’m speaking like my kids are just like not listening. Like if my lips are moving, I feel like. But you know, a stranger would say the same thing, like, take your coat, you know, and they’d be like, oh my gosh, I need my coat.

Darrell McNeal: [00:26:43] You know, a lot of them. Um, I think the biggest challenge we have is listening to them to we want to tell, you know, we want to impart wisdom, but the but they also and even in this book. Uh, William. He reaches back out and says, I’m dealing with this. And he’s he’s somewhat asking for how you would do it, but not in a, not in a command.

Sharon Cline: [00:27:07] Got it.

Sharon Cline: [00:27:08] But just asking. It’s interesting that you talk about that because I think I went back to school. I went back to college as an adult. Adult, I think I was 30 something. And I really thought when I was in college, like all these young kids, you know, 18, 19, whatever. I was a mom of three kids at that time, and I was really humbled very quickly at how just incredibly smart and savvy and, um, um, relatable they were to me. And I guess that’s what I imagine you feel is like you can look at the younger generation as being, um, I don’t know, sort of like you can patronize them a little bit, you know, like you don’t know or, you know, but there’s something that you have like a little a depth of respect for them just as a baseline because they’re just humans on the planet, just like you.

Darrell McNeal: [00:28:01] Well, yeah. I mean, um. I think an advantage I had growing up was some people would say not, but I think it was an advantage. I had teenage parents. Now my they were teenagers. When I was born, I had the youngest parents of my friend group. They were always there with talking to my friends, and my house was the house that they all wanted to come to because they felt, um, safe and they could say what they wanted to. Um, it was a great lesson. And, um, I felt like that by coaching those years, you could kind of understand that. Um, now, granted, I’m competitive and you wanted to do well and teach well, but I always thought that was an advantage growing up. And, um, and then today, like, this morning, I was at a what we call a huddle and a first priority FCA huddle, and. It was amazing. Um, if you ask these kids today or these young, young adults and say, tell me what you’re thankful for. Um, they’ll say family. They say, um, their friends, they say, uh, things, you know, like that.

Darrell McNeal: [00:29:16] But then you say, what are you struggling with? It’s where you get to the underlying. And it’s it’s it’s it’s a lot of distraction, you know, they’re they’re very distracted and they’re tired all the time. I say, why are you tired? And they go to bed way late. And if they’re in bed, they’re on their phone. And so they have this bombardment of, of things. And then, you know, the, the other things that’s out there that we all face is there’s temptation with things and there’s social anxiety and there’s um. There’s a lot on them. And so if we can just stop and listen to them and provide them with the answer, a source of truth. What is in the ultimate source of truth is, is, you know, God’s the same yesterday, today and tomorrow. And if you can get that in there, um, hopefully when things happen that would make them have anxiety, they go to it. And that’s, that’s kind of my goal with this, you know, in that, like I said, just one, one. If it’s just one that.

Sharon Cline: [00:30:23] Could read this book and just well, I think that’s an important message that you’re talking about is like, when I grew up or when you grew up, it wasn’t the same constant bombardment of media and then the social media aspect of it, where you have people that could be talking about you all the time in such a public way and an immediate way that there’s never a sense of peace, of resting. And so, I mean, my son’s 21 and he’s always tired, you know. Yeah, but he does talk about that. And I was like, well, that sounds like it tracks with what you’re experiencing to where really there isn’t like, okay, it’s 9:00 or 10:00 and the TV’s off and go to bed. And you, I used to read when I would go to bed, you know, or listen to the radio or something, but now it’s like you’re not really off of TV, you’re not really off of anything. So yeah.

Darrell McNeal: [00:31:11] Yeah. Social media, I mean, social media is great for for a lot of reasons.

Sharon Cline: [00:31:17] I’m using it now for yeah, podcasting.

Darrell McNeal: [00:31:19] You know it’s amazing what it can, but it’s just a format today that wasn’t around that that you can have these, these things. But uh, yeah. My daughter reads is an avid reader. My and my mom reads they, you know, my wife, they all read extremely a lot. And, um, I’m I’m a reader. Um, I think a lot of people think they’re readers, but they’re just really, you know, maybe reading, reading things on their phone, which is fine, but, um, it’s usually quick stuff, you know? So, yeah, it could cause anxiety a little bit, but, um, it’s, um, but these, these young people are amazing. They really are. And they’re every generation gets smarter, you know? So true. It’s amazing what they are.

Sharon Cline: [00:32:02] Well, what would you do. You want to talk about your next book in this series. Are you working on this now?

Darrell McNeal: [00:32:08] I am um, well, I’m not I’m not down on, you know, actually, in the process of writing, I have the I have a little bit of the story in mind. And, um, without giving away too much, um, uh, this one will be set in the, um, north of England.

Sharon Cline: [00:32:25] Oh, awesome.

Darrell McNeal: [00:32:26] Or London in England. Sorry. And, um, this was always intriguing to me. Um, my dad was in the Air Force, uh, when I was younger, and me and my mom and dad lived there, uh, for a couple of years when I was a baby. And, um, when I was, I probably around, uh, early 30s, I had I got the chance to go to that area, and.

Sharon Cline: [00:32:52] I’ve never been.

Darrell McNeal: [00:32:52] Yeah. Find the house I lived in and make a, you know, create the circle for 30, 30 plus year story.

Sharon Cline: [00:32:59] How cool is that?

Darrell McNeal: [00:33:01] It’ll be about it’s going to be that. And he’ll go on another mission trip and it’ll be another adventure about, uh, facing certain of the similar things. But it will be it’ll be probably more concentrated on him and a, uh, and possibly, um, someone with him like his sister. And that’s mentioned in the book. And we’ll talk a little bit about, um, maybe a slant on an old story from that area.

Sharon Cline: [00:33:31] Well, there’s so much history there, so I’m sure it’d be wonderful to draw from. Isn’t it fun to create like you’re just creating this story? I don’t know, I just get such a kick out of that element that that natural joy that comes from creating.

Darrell McNeal: [00:33:44] Yeah, there is. I mean, um, you know, I think the real key to it is I have the, you know, you have the you have the scripture that you lean on for your truth, but then you can create anything around it as long as you come back to the truth. And so.

Sharon Cline: [00:34:00] Those are your tent poles or whatever, you know.

Darrell McNeal: [00:34:03] And um, yeah. So it is fun, um, to create, um, I’m not that creative. Uh, honestly, I’m. I’m more purposeful than I am creative. And, um, there’s a story I want to tell. I just used the. I just use my imagination. Or. Actually, these stories are. Their real life stories that I just elaborate on.

Sharon Cline: [00:34:32] That’s it’s almost like a muscle to where you’re kind of like expanding on things that, you know, to, to get your creative juices flowing, so to speak.

Darrell McNeal: [00:34:40] And I understand from Pete, the guy that helped me be the mentor on this book, you get better at it as you go along. And it’s kind of like the John Grisham books. You know, you you go through a series of trying to get them out there, and then all of a sudden it takes off where people say, man, I like that. And then you get into the groove.

Sharon Cline: [00:35:02] Um, you’re talking about Pete Sadowski. Um, he was just here.

Darrell McNeal: [00:35:06] Pete was here?

Sharon Cline: [00:35:07] Yeah, I interviewed him. He’s such a nice gentleman. And I love, like I said, life is so interesting, like the coincidences that aren’t really coincidences because I just kind of reached out to you randomly. Right. So which is sometimes how things work for me. Yeah. But yeah. So that’s so nice that he was able to really kind of, um, be supportive and have all of these people that are that’s one of the, the main lessons that I’ve learned doing this show is when I ask people, what, what would you advice would you give people in the business world, as they say, surround yourself with really good people?

Darrell McNeal: [00:35:38] Absolutely.

Darrell McNeal: [00:35:39] And you know, people that care about you. Um, he was doing he’s done some work with Providence with Josh and that.

Speaker3: [00:35:47] That’s awesome.

Darrell McNeal: [00:35:48] And then so he, he, um, he’s the one that mentioned, hey, I know how to do that.

Sharon Cline: [00:35:55] Let me help you. You know, that’s such a generous spirit to be willing to help. Mhm.

Sharon Cline: [00:35:58] Yeah.

Darrell McNeal: [00:35:59] But yeah it’s been great. I can’t um it’s actually um any time you do anything like that, for example, if you lead a group, a small group or if you’re asked to speak at a, you know, a Lions Club or civic club, you get better at the message by being by doing it. So it’s probably helped me the most so far. Um, and certainly needed that.

Sharon Cline: [00:36:25] We all need help.

Darrell McNeal: [00:36:27] I definitely do. I’m a work in progress.

Sharon Cline: [00:36:31] We all are. What advice would you give to someone out there who could maybe have a story in their heart and just haven’t taken those steps?

Darrell McNeal: [00:36:41] Well, whether it be a whether it be being an author, being a, you know, writer editor on any of it, I would just say whatever it is that you said I always would like to do, whether it’s trying a sport. I mean, I’m 61 years old and I do taekwondo and, um, I give a shout out to Master Church at Tiger Rock at Holly Springs. Those guys are amazing. And, um, uh, you know, I wouldn’t have believed I would do that, but I tried it. If you want to, um, try cooking class. If you want to, you know, say, hey, I want to. I want to go snow skiing. I’ve never done it. Whatever it is, you know, you’re never. It’s never too late to try to do it. And, um. You know, the as far as being an author, there are steps, there are support, things that you can help if you want to, if you need help with a cover, if you need help with editing, with, you know, with formatting and.

Sharon Cline: [00:37:39] Publishing in general.

Darrell McNeal: [00:37:41] Publishing in general, this there. It’s so amazing today that these services are out there. And so the main thing is, whatever the world is you can create in your mind. Um, can you get that down on paper and then can you get someone to help you with making sure, you know, my first editor is always, um, it’s funny, it’s always Sherry, my wife and my daughter, Katie and and my and even and my son Clint. He’s a great writer. Josh is a great writer. Um, but I have that support thing. My mom will tell me if she’s a great editor as well. And so they’ll kind of tell me. So you surround yourself with good people and then let them, you know, kind of filter your idea. And then there’s these services that can help put it all together for you.

Sharon Cline: [00:38:30] Well, is there anything I can do that helps you along the way? I would love to support, you know, your journey because it’s so inspiring for me because, uh, look at your dream from high school and, you know, and and having a story then and thinking someday and then now it’s actually, you know, a physical book that you can hold, and it’ll be here forever. I don’t know, I’m such a fan of people getting their dreams to happen.

Darrell McNeal: [00:38:58] Well, I appreciate I mean, this is awesome to be to be with you today. And thank you for that. And I just, you know, um, if anyone would like a, you know, if they were, if they would just, you know, read a book like this and, and it just really just saying, hey, if you need a good book, just a referral mainly. And because like I said it, the real The loop rounded out for me on the book not only the story, not only the lessons learned, not only the truth imparted, but by also by being able to take any proceeds and that that are that we get from it, or a series of them, they’re all will go to FCA. And so it’s not, you know, it’s not about me making, you know, a bunch of money on the book. It’s about how do we take anything that’s done with it, whether it be financial or otherwise, and say, did it affect these people positively? Are they better off by reading the book? And anybody you know, referring it to one one refers it to two. And so just the networking piece, honestly, I mean, Josh will tell you that networking is everything.

Darrell McNeal: [00:40:07] And um, you know, he does a phenomenal job with his networking and, um, just, you know, the other thing is just being good people. You know, we’re, um, we’re all just trying to do life. He has a saying, you know, we’re doing life together and let’s do it well.

Sharon Cline: [00:40:24] Well, if anyone wanted to reach out to you, what would you recommend that they do if they’re interested in having you? I don’t know, just finding out more about the book or, um, is the best way through Facebook or.

Darrell McNeal: [00:40:36] Well, you know, they can they can certainly email me at Daryl d a r r e l l at Providence protects.com or also at Daryl. Uh, d a r r e l l McNeil the number 12 one two at gmail. And then, um. I don’t even care if you call me. I mean, you know, (678) 458-3492. I’m willing to talk. I like to talk. So.

Sharon Cline: [00:41:04] Well, it’s been a pleasure to talk to you today. I really appreciate you taking the time to come down to the studio and, and share your journey. And I hope, and I have the same feeling about every show that I do, is that if it helps one person feel inspired to do something different than then, it’s sacred work, you know? Then I’m grateful for it. So I’m hoping more than one will be inspired by your book today.

Darrell McNeal: [00:41:27] Well, thank you so much. And you know, all the glory goes to God and that’s it.

Sharon Cline: [00:41:32] Well, that’s so sweet. Daryl McNeil, thank you for coming to the studio. And again, thank you all for listening to Fearless Formula. And again, I’m Sharon Klein, reminding you that with knowledge and understanding, we can all have our own fearless formula. Have a great day.

 

Tagged With: Darrell McNeal

BRX Pro Tip: 3 Ways to Invest in Customer Success

January 26, 2024 by angishields

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Stone Payton: [00:00:00] Welcome back to Business RadioX Pro Tips. Stone Payton and Lee Kantor here with you. Lee, I mentioned to you not too long ago, my daughter works for a firm in Chattanooga. They do text communications for businesses. They have people specifically dedicated to what they call customer success, and I just wanted to sort of explore that whole framework a little bit. I like that idea of customer success.

Lee Kantor: [00:00:30] Yeah. Because that really is at the heart of all businesses, if your customers aren’t going to be successful, they’re not going to be your customers for very long. So, anything you could be doing to make sure your customers are successful as quickly as possible, and then especially over time, just keep providing more and more value to them, then you are going to be part of a firm that’s growing and healthy.

Lee Kantor: [00:00:52] So, three pretty easy ways to invest in customer success are, number one, provide some ongoing support and education. You know, you want to help your customers get the most out of your products and services with, you know, tutorials, webinars, support resources, anything you can be doing to keep them educated and keep them engaged with your solution is going to be beneficial in the long run.

Lee Kantor: [00:01:17] Another thing you should be doing when it comes to customer success is anticipating and addressing their needs. You don’t really want to wait for your customers to come to you with problems, so you want to be as proactive as possible to identify any potential issues and offer solutions before they arise. I think that’s so important to really communicate and have conversations with your customers, so you can really identify what these problems are so you can anticipate them and better serve them.

Lee Kantor: [00:01:44] And then, lastly, I think the third way you can invest in customer success is if you can build community, if you can foster a sense of community among your customers by creating online forums or hosting events or encouraging interaction between your customers, that is a great way to keep your customers sticky, to have them help each other in leveraging your solution, and to help them each be successful by leveraging what each of the people in your community are doing.

Lee Kantor: [00:02:18] So, if you can get your own people, your own customers helping other customers, you’re going to be golden. That is a great sign that you have a healthy, growing company because you have a healthy, growing community that everyone’s working together behind it.

BRX Pro Tip: Read the News or Be the News

January 25, 2024 by angishields

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Stone Payton: [00:00:00] Welcome back to Business RadioX Pro Tips. Lee Kantor and Stone Payton here with you. Lee, I remember not too very long ago you suggesting to a prospective client something along the lines of reading the news or being the news. Can you kind of expand on that a little bit?

Lee Kantor: [00:00:18] Yeah. This is something that I say to myself in my own internal self-talk of you can read the news or you can be the news. And that’s a reminder because I read so much, and a lot of times I will spend so much time reading, I’m like, am I executing any of the stuff that I’m reading? And that’s part of the reason why we do these Pro Tips is because I want to share some of the information that I’m gleaning in and hoping that some people are going to take action on some of this stuff.

Lee Kantor: [00:00:44] So, this started out as a reminder to myself that, yeah, reading is great, getting knowledge is great, but wisdom just for the sake of just ingesting wisdom is kind of useless. You have to take action at some point. And a lot of people just kind of get in the habit of going through life imagining what it could be, imagining after they read something or they watched something and they see other people taking risks, they’re hesitant to really pull the trigger themselves.

Lee Kantor: [00:01:11] So, I think it’s so important you got to learn – I’m not saying not to learn – but you also have to take action and you have to try things. And some of these things are going to work out, some of the things aren’t going to work out, but either way you’re going to learn and either way you’re going to grow. So, I think it’s so important to put that knowledge you’re getting into a real life situation and put yourself out there and apply some of what you are learning into the real world.

Lee Kantor: [00:01:38] You know, theories have a place, but real life experiences mean a whole lot more and they are going to actually do something to help you grow, they’re going to help you build your business. And you’re going to see some of these tips that we share, some of this information that you’re learning is great information, and may work great for somebody else and you don’t know what their situation is and why that worked. But I think by taking some of this information and applying it, you’re going to be more successful in the long run. So, I think a lot of times you have to be doing more and thinking less.

BRX Pro Tip: 3 Seth Godin Tips

January 24, 2024 by angishields

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Stone Payton: [00:00:00] And we are back with Business RadioX Pro Tips. Lee Kantor and Stone Payton here with you. Lee, I know what a disciple you are of Seth Godin. What are some things that maybe we ought to be drawing from his wisdom?

Lee Kantor: [00:00:15] Yeah. I was kind of going through my library of Seth Godin books, and I’m like, “You know what? This is going to be good.” I’m going to share just a handful of his big tips that are really, I think, important for anybody in professional services if they want to grow and stand out.

Lee Kantor: [00:00:30] Number one, be remarkable. That is so important. In a world that has so many distractions, standing out is critical. I mean, you can’t blend in with the crowd. You have to focus on creating something that’s truly remarkable that someone’s going to talk about and share and that resonates with your audience. And this can be done through, you know, some innovative product or service. It could be done through exceptional customer service. It could be done through, you know, just kind of a unique storytelling approach that you might have. So, I think that standing out and having a story worth telling is critical if you want to grow your practice.

Lee Kantor: [00:01:11] Second, and really it’s kind of counterintuitive for a lot of people, but you want to find your people. You want to find your tribe. Don’t try to appeal to everybody. That is just a trap. And I think that it’s just a waste of time in a lot of ways. And a lot of energy and resources are wasted on trying to appeal to everybody. Instead, identify your ideal audience, your tribe, and tailor your message and your service offerings specifically to their needs and interests. You want to go deep on those people and you want to figure out ways to build these connections with a smaller group where you’ll have a greater impact, and then you have the opportunity to achieve kind of a lasting success.

Lee Kantor: [00:01:53] And then, lastly, he has a calendar out now called Ship It, and I think that’s a great kind of attitude to have in your business. You can’t be perfect. You got to get things out the door. In his world, Ship It means publish, that means produce, that means put it out there for the world to see.

Lee Kantor: [00:02:12] So, don’t get paralyzed by overanalyzing things. Don’t overthink things. Don’t wait for a perfect time to launch this idea. Once you have something that’s in a pretty good shape and you’ve really thought it through, get the work out there, even if it’s not perfect. Let everybody know that, hey, I’m putting it out there, but it’s going to change and I’m going to improve it based on your feedback. So, it’s so important to start. It’s so important to take action. And it’s so important to ship something.

My BRX Interview

January 23, 2024 by angishields

 

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Vicky Bates with Maid in America, Anna Bostwick and Liz Cicerchia with ESP

January 23, 2024 by angishields

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On this episode of Charitable Georgia, Brian Pruett is joined by Vicky Bates from Maid in America, and Anna Bostwick and Liz Cicerchia with ESP. Vicky delves into her personal narrative, recounting her fight against breast cancer and her path to recovery. She reflects on the evolution of her cleaning service, from its modest inception to its flourishing present, highlighting the exceptional quality and meticulousness of the services provided. She also talks about her company’s involvement with Cleaning for a Reason, an initiative offering complimentary cleaning services to households grappling with cancer. 

Anna and Liz  share insights into ESP and Java Joy, organizations dedicated to empowering individuals with disabilities through community programs and providing vocational opportunities via a mobile coffee cart operation in Atlanta.

Vicky-Bates-headshotA native of the greater Atlanta area, and an alumnus of the University of Georgia, Vicky Bates, owner of Maid in America, established her company 28 years ago, and has been operating it independently since its founding.

She pours much of her energy, and a great deal of her heart into this enterprise, and in addition to many loyal customers, she has been awarded the Best of Acworth recognition for the past six years as well as Best of Kennesaw most recently, a truly remarkable achievement.

Vicky has a daughter who, incidentally, works with her, and two beautiful grandchildren, and she is married to a professor at Kennesaw State University who has six grandchildren, all of whom also call her “Meme.”

Vicky has a heart for serving others, and has been partnering for six years with “Cleaning for a Reason,” a non-profit that provides cleaning services to cancer patients, a connection that evolved through her own status as a breast cancer survivor.

Active in her community, and within her church, Vicky’s interests include daily exercise, regular adventures with her family, and fellowship with friends and neighbors.

Anna-Bostwick-headshotAnna Bostwick is the Atlanta Program Manager with the non-profit ESP. ESP exists to create transformative experiences for people with disabilities and their families, changing communities for the better.

Anna graduated from the University of Georgia with a degree in Special Education with an emphasis on adapted curriculum. She taught in Dekalb county for 5 years before finding her way back to ESP in 2022, where she volunteered throughout college.

When asked why ESP, Anna shared, “I love the mission of ESP and the community that we provide for our participants and families across the entire state of Georgia. Meaningful connections are something that I feel passionately about, and I’m proud to work for an organization that takes great value in that as well.”

Outside of work, Anna enjoys being outdoors with her husband and two dogs and cooking southern comfort food any chance she gets.

Liz-Cicerchia-headshotLiz Cicerchia would travel from Marietta to Athens each summer for a week (sometimes 2) of summer camp- whether it was overnight at Twin Lakes or day camp, Liz wanted to be a part of ESP as much as possible.

She would visit for annual events, such as Big Hearts, but the distance meant she was somewhat limited in participation and connection to her favorite people on a consistent basis.

Despite the challenges of COVID, Liz was able for the first time to participate in weekly ESP 360 programs thanks to their virtual cooking class. With the expansion of Java Joy to Atlanta, Liz was able to interview for employment and was hired as Atlanta’s FIRST Joyrista!

Not only did it provide meaningful employment, it ensured more consistent time of connection and engagement with staff she admired and fellow local participants who quickly became some of her best friends. As ESP Atlanta grows Liz gets to engage in all that ESP offers without feeling like she’s missing out by not being in Athens.

The offering of consistent and special events – from club events, monthly family dinners and weekly programming means Liz gets to thrive with her favorite people right in her “backyard”

This transcript is machine transcribed by Sonix

TRANSCRIPT

Intro: [00:00:07] Broadcasting live from the Business RadioX studios in Atlanta. It’s time for Charitable Georgia. Brought to you by B’s Charitable Pursuits and resources. We put the fun in fundraising. For more information, go to B’s Charitable Pursuits dot com. That’s B’s Charitable Pursuits dot com. Now here’s your host, Brian Pruett.

Brian Pruett: [00:00:45] Good fabulous Friday. It’s another fabulous Friday morning and we’ve got three more fabulous guests. Uh, and it’s been a crazy week of weather. It’s warmer than day today, the last several days, and it’s going to get even colder tomorrow. So I hope everybody’s got their Eskimo jackets ready, some hot chocolate and movies ready for tomorrow because it’s going to be really, really cold. Uh, if this is the first time listening to Charitable Georgia, this all about positive things happening in the community. And as I mentioned, we’ve got three fabulous guests this morning. And my first guest is going to be Vicky Bates from Made in America. So Vicky, welcome this morning.

Vicky Bates: [00:01:15] Thank you. Thanks for having me.

Brian Pruett: [00:01:16] So, uh, you and I have met, uh, actually, just, what, a couple months ago. Networking. And, uh, you’ve got a pretty incredible story of overcoming and over achieving, I guess. And also, uh, overcoming adversity. You’ve, uh, had breast cancer. Uh, you just had hip surgery. You’re already walking around from hip surgery. So that’s pretty awesome. So if you don’t mind, share a little bit about your background. Then we’ll talk about what your, uh, how you got into what you’re doing.

Vicky Bates: [00:01:39] Okay. My background. Well, you know, Brian, I’m a little older than you, so my background is more extensive. Where do you want me to start? So background, I guess. You mean, like, with my business. So, um, my cleaning business came when I was about 30 years old, and. Oh, I just told my age, because now, you know, I’ve been in business for blah, blah so many years. But anyway, um, just as a stay at home mom, and then, um, my daughter’s dad lost his job, and, um, and then I just had parents, friends that started asking me to clean for them. And I have a home ec degree, so that’s kind of my background. And, um, so that’s where Made in America started. And within about a year, I started hiring people and, you know, just enlarging the company, duplicating myself. And, um, so fast forward 28 years, um, Maid in America has been in business. Oh, gosh. I feel dirty saying that because that is what they say as old as dirt. But, um, and so that’s a little bit about how Maid in America started. Um, God’s really blessed my company ever since then. And, um, really thankful for a lot of things that have happened since I started. Um, so.

Brian Pruett: [00:02:56] Well, if you don’t mind, can you talk a little bit about your experience of going through the breast cancer and surviving? And so can you give some people listening? Might need some hope to hear about what? Yeah.

Vicky Bates: [00:03:03] And I hope they hear this because, um, my breast cancer journey started, um, nine years ago. So next year I’ll be celebrating my 10th year. Awesome. And I’m getting my first tattoo. Oh, awesome. Yeah. Very tiny. My husband’s going to hate me, but, um, so I was diagnosed nine years ago in March, and, um, it’s what’s called ductal cell in carcinoma. Um, that’s actually the best breast cancer to have. Um, um, it’s the same breast cancer Suzanne Sommer had originally. And of course, she died later from a more aggressive breast cancer. And so, um, so when my journey started, um, it’s a little different. I had, um, my doctors that, um. Well, I need to back up. My girlfriend, who had told me about Suzanne Somers, had also had the same breast cancer I had. So, um, she told me, Vicky, I want you to read two of Suzanne Somers books before you go and do any aggressive, um, um, you know, measures that your doctors are wanting you to take and, you know, which would be chemo and radiation. Um, and so I did. And my husband is a professor at Kennesaw State University. And his background is, um, you know, a lot in the health industry, does a lot of research. So he understands how to interpret, um, you know, research and all the lingo that goes with it. So we did a little research and found out that I was at a low risk for reoccurrence.

Vicky Bates: [00:04:37] And so I opted not to do the chemo and the radiation. And I also opted not to take a really nasty drug called tamoxifen. And I’m not saying that those are inappropriate measures. It just it wasn’t my journey to do that. So I took a more, um, natural approach. Um, of course they took the tumor out. Um, the first time they thought they had gotten all the margins clear and they weren’t quite sure about one margin. So they went in, um, and took out just a little bit more. And so that’s all I did. And, um. I probably shouldn’t say this, but I don’t do, um, mammograms anymore either, just because there’s so much radiation way less now than there was then. So I’m not saying I won’t ever do one, but, um, but I do thermography and sonograms and regular checks, and I see my breast specialists every year. And so they’re just they’re happy with everything. And so it means changing your diet a lot. Um, so I did a lot of that. And, um, um, sugar is probably the biggest get off your list in your body kind of, um, thing you need to. And so I so I really watched my, um, sugar and some other things in my diet and exercise is just, just extremely, extremely helpful. And so since I’m married to an exercise physiologist, he will back that up.

Vicky Bates: [00:06:05] And so I was already exercising a lot, playing tennis, going to the gym and all those things. Um, unfortunately, right now I’m not going to the gym and exercising because I did have a hip replacement. And, um, that was exactly three weeks ago. And so, yeah, I’m, um, not using a cane or a walker. Well, you start out with a walker and then a cane, but, um, so I feel pretty blessed there. I got to be a little careful. She’s the bionic woman now. Well, in one part of my body, I hope to not see any more bionic parts. Um, and so. But once I started my breast cancer, um, journey, um, because I did have to change and modify a few things, I found out about a nonprofit organization called cleaning for a reason. Um, and so they’re based out of Texas. Um, and then I found out, well, a little bit about them and thought, well, you know, I own a cleaning business. And what do they do? They partner cleaning businesses all over the world or not. The world, the country and, um, some other countries, um, to provide free cleanings to families who have a member that might be going through, um, cancer treatment. And so I’m like, well, I’m just so going to do this. And part of my decision also, um.

Speaker4: [00:07:24] All right, I have.

Brian Pruett: [00:07:25] Well, I had cleaner. I don’t have a tissue.

Vicky Bates: [00:07:27] I’m going to get through this.

Brian Pruett: [00:07:29] Figures. Every time I don’t have a tissue, somebody cries and I have a tissue. Nobody cries. So, Kevin, I got somebody to cry. But there’s a joke there, so we’ll. We’ll talk about it.

Vicky Bates: [00:07:36] No, but I had a little nephew that passed away eight years of age, um, from brain cancer. And so we watched that journey for two years. Um, and so he’s my little hero. He’s one of the reasons why I also opted to be a partner with. Thank you. Brian. There’s my tissue. Well, who cares if my mascara runs? That’s right. You’ve seen it before.

Brian Pruett: [00:08:01] Nobody’s watching. They’re just listening.

Vicky Bates: [00:08:04] But anyway, those are good tears. And so he’s he’s in heaven. And, um, so he was, um, a lot of the reason why I decided because I, um, was able to help my brother and his wife a little bit with their house cleaning by sending some help when he was going through that journey. So, um, so we have been providing, you know, those services for about, um, seven years now because it was a couple of years later that I found out about them when I, um, first was diagnosed with breast cancer.

Brian Pruett: [00:08:37] So, so could you, uh, somebody might be listening again. You don’t know who. Never know who’s listening, who might be going through this kind of the same journey. Could you just give somebody some some advice on, you know, uh, just a little bit of glimpse of I mean, you’ve already talked about a little glimpse of hope, just kind of what to do and maybe who to. I’m sure people talking to and reaching out is something to do, but what what can you give some advice on?

Vicky Bates: [00:08:58] So I guess more specifically, when you find out you’ve been diagnosed with an illness, I always recommend that you listen to your doctors, of course, but to also do your homework and do your research and find out what some other options might be. How can you get healthier for some of the treatment coming up? I mean, I have a good friend, Susan Guthrie, that, um, I’m sure she wouldn’t mind me. Sharon had a double mastectomy recently, and it runs in her family. That was a very aggressive form of breast cancer. She had to do what she had to do. Mine was not aggressive. Mine was the best kind to have. But I had to pay attention. And I was glad I didn’t go through the chemo and the radiation because that’s really, really harsh on your body. Um, but I just recommend that, um, that’s a good time to really, um, to really deepen your prayer life, um, and find out who your support system is. Um, surround yourself with others that can give you some of their experience and advice. So I did that with my friend Sue Madison, who was an exercise, um, instructor at the Y. Um, over in Kennesaw. Kennesaw at cornerstone. And, um, and then, of course, I read some information she recommended, which was Suzanne Somers, like I said before. So I just did a lot of reading and so recommend, man, just when you find out what that diagnosis was, do your research all about it and find out what others have done. Find out what your options are.

Brian Pruett: [00:10:30] And I think the support system is huge because a lot of people, uh, I know some folks who just want to curl up in the corner and shut everybody out, and that’s not not what you should do. So reach out to some folks. And I mean, we’re all community. We’re here together, help support each other. So, um, so, by the way, I don’t know if I’ve told you this, but go owls. I’m an alumni from KSU, and I actually spent some time working in the, uh, office where the sports. Exercise physiologist professors are. So how long has your husband been there?

Vicky Bates: [00:10:58] Gosh, he’s been there about 15 years. It’s the nursing college. It’s in the nursing college building.

Brian Pruett: [00:11:03] Yeah. So when I was there, it was actually in where the gym is. So they moved. So, um. All right, so I had mentioned that you and I met, uh, doing some networking. So that’s one of the things we talk about on here is networking. And, um, I’ve been networking Atlanta now for about 30 years. And there’s, there’s always some bad things, but there’s more good things if you do it right. Uh, you got a positive story you can share about networking?

Vicky Bates: [00:11:26] Oh, absolutely. Um, I think a lot of people go into networking thinking what they’re going to get out of it, and about how many business cards they’re going to hand out. And I’ve learned it’s really not about you. I mean, in a roundabout way, what goes around comes around. That’s true. So what can you give to that networking group? What can you provide and how can you help others in that group? Um, I think so many people that are in networking, um, oftentimes are new in their, um, their job or the company they’re representing or their business. And so oftentimes they’re a little awkward when they go into a group. So sometimes I’ll look in that room for someone that looks like they’re just alone. And I’ll go up and speak with them. I always highly recommend look for that person that’s trying to hold up that corner of the two walls over there and introduce yourself, and instead of giving your card out, ask for theirs. Find out a little bit, a little bit about them. And you can always, um, text or email and share information about your company, your business, or how you can help later. I really think in the moment it’s about it’s about others.

Brian Pruett: [00:12:38] And so I hope other people are listening because we I talk about that all the time. Don’t go in and try to sell something because it’s you’re not going to do it. You got to learn about the other person, take interest in them. And as you said, what goes around comes around. So, um, you’ve been generous when you first met to donate something for a prize at one of my trivia shows last, actually, it was in October. Mhm. Um, and then since then you’ve actually jumped on board to be one of my deluxe sponsors for the trivia for the, for this year. So first of all, thank you for doing that. Um, but I wanted to ask you, other than the fact that, uh, you’ve gone through your journey with breast cancer and stuff like that and you had the, the support around you, but why is it important for you to be part of the community.

Vicky Bates: [00:13:17] Um, part of the community, because we’re not meant to live on an island by ourselves. Um, and in the community where you give back. So I. I read this little book one time and now I can’t remember the name of it, but it was about your. Your crowns that are. Well, your blessings that you’re going to receive in heaven. And I’m a believer, and I know where I’m leaving and where I’m going when my time is up here, I know where I’m going to be. And so that’s where we’re going to hear all the hallelujahs. And so we might not always feel them or hear them here, but I know that the least little thing that I can input in someone’s life. I’d rather it not be seen, because I know my Heavenly Father is going to see that. And I know two and hope that it blesses that person. Just, um, just a gentle hug or just an eye contact, um, a handshake, telling someone, you know, you’ve got just a beautiful smile. You should do that more. Tell my husband, I said, you know, you’ve just got this handsome smile. You should do that a lot. And, um, because he really does. So, um. That’s just kind of how I feel about that.

Brian Pruett: [00:14:35] All right, well, uh, you can obviously tell you enjoy having a good time as well, because you and your team Wednesday night were having a good time.

Vicky Bates: [00:14:42] Oh, yeah.

Brian Pruett: [00:14:43] And we’ll get you out there. Right. We’re going to get you out there for trivia. So, um, so, uh, Vicki, let’s talk a little bit about Made in America. We talked a little bit, just a little bit about it. But first of all, I want to know how you came up with the name because I obviously I like the name Made in America. Obviously it’s made not mad, but Shirley, but how you came up with the name and then we’ll talk about more of the business. Well, I.

Vicky Bates: [00:15:02] Better make sure my ex-husband hears this because he’s the one that gave me the name my daughter’s dad. And, um, he has always teased me. He said, you know, I’m going to get some rights to that one of these days.

Brian Pruett: [00:15:12] Oh, there you go.

Vicky Bates: [00:15:12] Um, so he came up with it, not me.

Brian Pruett: [00:15:14] All right. Um, well, so, uh, uh, is it just residential? You do commercial as well?

Vicky Bates: [00:15:20] Oh, we do residential. Um, uh, we specialize in residential, but we are just now expanding our commercial division. Um, so, um, which would be offices, uh, facilities in, um, larger commercial industrial areas where they have, you know, break rooms, bathrooms, offices, um, that type of commercial and then, um, and then we also serve um hoa, um, community amenities. So if you’ve got a neighborhood you live in that has a large clubhouse and some bathrooms, pool, bathrooms, um, we have several accounts that we serve there, and we really love those accounts. Um, so those are the majority of the areas that we service.

Brian Pruett: [00:16:07] Okay. And what part of metro Atlanta where all do you serve?

Vicky Bates: [00:16:09] Okay. So we serve all of Paulding County and cities around. So let me just describe this or tell you the cities, because it’s not every city within all the counties around. So um, so Acworth and Kennesaw hub, um, and I did start in Paulding County, so that would be Dallas and Hiram, um, parts of Douglasville that go into Paulding County. Um, and then, of course, Powder Springs, you wrap yourself around to, um, um, parts of Marietta. We go to northern and western Marietta. We don’t go into eastern South Cobb. Um, and so we also. So we also serve Woodstock and Canton, I think Holly Springs. So I think I did a big circle. Hope I didn’t miss anything. There you go. Cartersville. Oh my goodness Cartersville. How did I miss that right. Love Cartersville and Emerson. Um, and so those areas of Bartow County.

Brian Pruett: [00:17:07] Okay. Um, so do you have any advice you can give some people who just love clutter?

Vicky Bates: [00:17:14] Love clutter? Why? Do you know what’s growing inside of clutter?

Brian Pruett: [00:17:19] Obviously they don’t. So just just give some tips on some cleaning. And you know, obviously other than hiring you, what can people do to kind of, you know, keep it from getting to that point?

Vicky Bates: [00:17:28] Well, work on it, um, one day at a time. So I recommend getting, um, a project list. Um, that helps me a lot. But if you what really helps is when you hire a cleaning professional cleaning service that should free up your time for the projects. And so we all have those projects, those spring cleaning projects where we’ve got to attack that closet, we’ve got to attack that catchall table that’s got all kinds of stuff. If I could tell you the stuff that my technicians see, I’m like, I’m glad they hired me. Now they can get rid of some of that. But it’s just you just got to, like, put it into bite sized pieces. You can’t just go at it all in one day. So you just got to break it down.

Brian Pruett: [00:18:09] So folks who might not have ever used a cleaning service and they have tables like you just went with stuff on it, but specifically stacks of stacks of paper and all that. How do you guys go about, do you guys throw just throw stuff away, or do you kind of organize it so people can go through that?

Vicky Bates: [00:18:24] And, well, I’m going to tell you, no, we don’t. When you walk into someone’s office space, you’ve got to respect the office space. So if you came in my office, I have stacks. I don’t want them touched or moved. And this stack represents one thing and this stack represents another. And if you were to walk into my husband’s office. Well, there are stacks on the floor, stacks on the credenza, but he knows what’s in those stacks. And so they’re there for a reason and a purpose. So we respect that and we will clean around that. But when we go into other areas where you’ve got a kitchen table and a few things, we’re going to move as much as we can. But we do want to respect someone’s working space, right?

Brian Pruett: [00:19:07] Yeah. Um, what all is involved in the cleaning? What all do you guys do?

Vicky Bates: [00:19:12] Um, pretty much anything that’s not a liability to my technician. Um, where she’s not climbing, um, or she’s exposed to hazardous, hazardous, um, material. You know, if there’s a room that, um, has, you know, animal droppings and that kind of thing, we’re not. I’m not going to make her do anything that I would not want to do, but, um, so it’s pretty much all the surfaces in the kitchens and bathrooms or bathrooms specialists. So we know to disinfect in those areas. Um, and we don’t just clean around and cut corners, we actually move things. Um, and it’s a top to bottom scrub. All of my technicians have gone through a cleaning excellence program through Made in America. Um, before I even I do want to tell you how I hire this is really important. So before, when I’m interviewing someone, um, of course, we check all of our technicians when we hire them, their background through a national, um, background service. So there’s a whole vetting process. Um, and so before I hire someone, I feel like she’s first I hire people that have experience, I have her clean my house, and she gets me a three hour sample of her cleaning skills. And if for any reason, I see stuff that I feel like is not trainable, I’m not going to hire her. But, um, that’s where we start. And then the next day, she goes out into the fields with one of my three, um, well, four trainers, one of my four trainers, just the two of them. They spend a day cleaning about three, 2 or 3 clients homes. Um, she, um, and then after that, she’s able to go out by herself. So we don’t do team cleaning. It’s solo cleaning. So there’s no bumping elbows. Um, there’s no rotating faces like you would see in a team.

Vicky Bates: [00:20:54] And, um, and then there’s more rapport built between my employee and that client. That client. The other thing, too, there are a lot of companies that use subcontractors, and we don’t all of our cleaning specialists are calling my cleaning angels are actually employees, so we take good care of them. And, um, another way we take care of them. So they take care of my clients is we pay them well, I make a lower profit margin and pay my technicians probably more than I would get paid if I were the one doing the hourly cleaning. And so we have less of a turnover and more loyalty. Um, so but back to the cleaning. So it’s pretty much everything. We have a list of what’s considered basics, what most people want day to day. Um, we have what a lot of people start with, which is our most popular cleaning. It’s called the deluxe top to bottom. It touches a lot of high and low surfaces. It’s kind of like a big spring cleaning. Um, and then we have an add on, you know, list, so no clients. Cleaning profile is the same. I mean, we got a basic list. Um, and then I customize as needed. So I tell my clients, hey, this is your cleaning, not mine. So there’s my basics. That’s the foundations. Is there anything you want to add or take from that? And so that’s what we do. But the liability part if there’s China crystal, that kind of thing, we’re not going to touch grandma’s stuff because you can’t replace that. And my clients know that. Um, and the other liability would be to my technician not climbing on anything below beyond one step or bunk beds, because her health and her safety is important. Right.

Brian Pruett: [00:22:35] Can you give somebody an idea of what the basic package is and looks like and then maybe what an add on is?

Vicky Bates: [00:22:40] Okay, so basics would be cleaning all of your countertops, your faucets, your sinks and detailing, not cursory cleaning. It’s going to be um, um, some of the the cabinets. It’s going to be the outside of all your appliances, the inside of your microwave, your tables, your furniture, your knickknacks. Um, we specialize in floor cleaning. So, um, the sweeping and mopping and, hey, with our floors, we use a company called a private company called Norwex. And that’s they carry some of the highest fiber on the planet. So after Christmas, when all the throw up is there, the glitter, the tinsel and everything. So it grabs all the glitter that a regular mop or broom won’t, won’t pick up. So we use pretty expensive cleaning products and materials and um, of course, dressing, making beds. Um, we’re specialists in the bathroom, so top to bottom, tub showers, toilets inside out, disinfected. Um, and we now make our own disinfectant, um, so that we know that it’s more nontoxic. Um, and then, of course, mirrors and, um, um, cobwebs, uh, shutters, blinds, window seals, uh, light fixtures, ceiling fans, wall vents and then add ons will be things like thoroughly washing your baseboards. Most people don’t want that every visit, right? So why make an ongoing service impractical? Because you’re going to get charged for that. So I try to make it real practical. So the add ons would be like washing baseboards, washing doors, door frames, um, washing walls, um, fully washing cabinets top to bottom. Most people, most people don’t want their cabinets or need them washed top to bottom every visit. So it’s an add on. So we try to just keep it real practical. So a windows we do we do the interior windows. Um your garage if you need your garage swept a mop that can be an add on. So there you go.

Brian Pruett: [00:24:37] There you go. Um, so what um, I just had a question and went out of my head. Um, yeah. Um, so when you guys are cleaning and, and, uh, working with individuals, what, um, how often would you recommend somebody do you guys do, like, packages or do you do it one time or what does that look like?

Vicky Bates: [00:24:58] Everybody’s different. So the majority of our cleaning, um, clients are bi weekly, have a lot that are just monthly and have quite a few that are weekly. And then we have our occasionals that call us when they need it. Um, so it really is up to that household. If you’ve got, um, a lot of kids, you’re probably going to need it more often. Okay? And everybody has a budget, so it depends on that.

Brian Pruett: [00:25:22] Okay. So if somebody listening wants to get a hold of you for your services, how can they do that?

Vicky Bates: [00:25:26] They can call me. Um, so my number is 770. Well, don’t call me right now because I’m busy, but it’s forwarded anyway. My business manager gets it, but it’s (770) 427-4448. You can also text me. You can also go on our website if you want to get a free cleaning quote. Um, go to made Made in America and that’s I in America. And then GA as in Georgia. Don’t forget that part because you’ll get the wrong cleaning service. So it’s made in America. Ga. Com and forward slash quote will take you over to a three minute, um, form to fill out, submit it, and then I’ll get back to that person with a quote.

Brian Pruett: [00:26:07] Awesome. So I do have a question on on how you guys do the quote, because that kind of brings up a question in my mind. Anyway, um, without looking at the, the the space, how do you guys go about doing a quote?

Vicky Bates: [00:26:18] So without looking at it, um, I’m pretty good at ballparks and so I can give good ballpark. I can also show it to give an exact quote. But when you’re doing a first time cleaning, it’s really hard to know how long a technician is going to be there, because you can walk through and see it with your eyeballs. But when unless you’re down on your hands and knees cleaning it, um, um, time is money. And so we charge for time. And so I give a good ballpark on how long we feel like it may take. To clean the first visit. And then once we’ve cleaned that first visit, I have a little follow up, um, that I send to that client first, want to make sure they were happy. Then I have a follow up to the technician, and that follow up system that I use helps me to give them an exact quote for what their cleaning would be every time.

Brian Pruett: [00:27:08] Um, so you you actually are going to be part of something coming up this Thursday. Mhm. You want to share about it.

Vicky Bates: [00:27:15] Oh yes. I’m really looking forward to that. That is the second annual. Is that right. Yep. Okay. Um Acworth Business Expo and yeah I appreciate you inviting me. I’m looking forward to it.

Brian Pruett: [00:27:27] Um, so come check out Vicki and her her booth. It’s going to be 6 to 8 p.m. Thursday night at the Acworth Community Center. So got any you want to get? You got any surprises coming up? You gonna do anything surprising there? No magic tricks or nothing.

Vicky Bates: [00:27:40] Oh, I try not to do magic.

Brian Pruett: [00:27:43] Show off your your bionic hip.

Vicky Bates: [00:27:45] Oh, that would be really a disaster right now. Nothing magical there.

Brian Pruett: [00:27:49] All right. Yeah. So just come by, check her out. We got about 32 vendors right now. There’s still some time to sign up as well. If you guys want to sign up, you can reach out to me, Brian at B’s. That’s B’s Charitable Pursuits dot com. So Vicki, thanks for coming on and sharing a little bit of your story. Don’t go anywhere. We’re not done. But um, I’m going to move over now to Anna Bostwick right. Yeah. And Liz uh, sure. Do it again because I’ve already forgotten how you say it.

Anna Bostwick: [00:28:14] How you say your last name. Liz.

Liz Cicerchia: [00:28:16] Oh, Cicerchia.

Brian Pruett: [00:28:17] Cicerchia. Don’t see, I had to totally mess that up. But you guys are with ESP. You and me, right? Correct. Yeah. So, um, for. We’ll get into that in just a second, but, um, we’ll start with you and I. Can you share a little bit about your background?

Anna Bostwick: [00:28:30] Yeah, yeah. Um, first off, thanks for having us. We’re really excited to be here. Liz and I are pumped, excited to share the mission of ESP and grateful for this opportunity. Um, a little bit about me. I’m from South Georgia, uh, born and raised in Swainsboro and then went to the University of Georgia, where I graduated with a degree in special education and an emphasis in adaptive curriculum. Go Dawgs. You know, still feel like we should have made the playoffs, but that’s for another conversation.

Liz Cicerchia: [00:28:57] I agree.

Brian Pruett: [00:28:59] Um, I don’t, but we won’t talk about.

Anna Bostwick: [00:29:01] Yeah, that’s okay. We’ll drop that. We’re good friends right now. Yeah. So I graduated from the University of Georgia. Um, that’s how I kind of got involved with the ESP. What started as me having to meet credit hours and get volunteer hours for my major of special education, and volunteering with ESP quickly became something that I just picked up doing in my spare time, because the minute I walked through the door, I was able to see how special it was and, um, how much the mission was really impacting the lives of so many families and so many participants, and really changing that community of Watkinsville Athens for the better. Um, so graduated from the University of Georgia, went on to teach for five years in between Athens and DeKalb County. I taught self-contained special ed, really enjoyed certain aspects of it. But around the fourth year I started really noticing that the skills which I actually kind of noticed during the pandemic, when we were taken out of the schools and were teaching from home, what I missed the most was the interaction between myself and my families and my students that I was teaching in person every day, and I really realized how much I missed that and that the the connection was the piece that I really enjoyed. So about that fourth year, I started thinking about what my career could look like after that. So insert ESP, I started emailing some people and lucky enough they were expanding or relaunching in Atlanta. So I just happened to be in the right place at the right time. That’s a go into a whole story about that and talk about tissues. I would need them. Um, talk about God. Thank. Put me where I needed to be at the right time. But, um, yeah. So I started there about a year and a half ago, going on two years, started as a program coordinator and have transitioned into a program manager and get to work every day with people like Liz and, um, really cool people who have taught me more about myself and teach me a lot more than I’m able to teach them every single day.

Brian Pruett: [00:30:58] So you shared a little with me about, uh, some yesterday when you, you and I sat down and, uh, she was talking about you, Liz, a lot.

Liz Cicerchia: [00:31:05] Oh, wow.

Brian Pruett: [00:31:06] So, uh, she said you’re the, uh, the first original what we coffee person, right? Or something like.

Liz Cicerchia: [00:31:12] That? Um, yes, I am the first original. Um, we actually call it, um, juristas. It’s like barista, but with adding joy.

Brian Pruett: [00:31:24] Nice, nice. Can you share a little bit more about that? What do you guys do?

Liz Cicerchia: [00:31:32] Um, I actually at first initially I did start out. I first heard about it through a good friend of mine who I know really well, who has been part of ESP. Then he was like, okay, I should get more involved with this. In urban, more involved with it in an Athens since 2005.

Anna Bostwick: [00:31:58] What about Liz? What a joy. Sisters do. Like, who do we work for? What’s the company you work for?

Liz Cicerchia: [00:32:03] It’s actually called Java Joy. Okay.

Brian Pruett: [00:32:07] And do you guys? Is it like a mobile thing or do you go into a facility or both?

Liz Cicerchia: [00:32:12] We actually are mobile, but we do have a permit place at the, um, Mercedes-Benz, which I highly recommend. I’m going, by the way.

Brian Pruett: [00:32:21] So if you go down and see the Falcons of the United, make sure you go see Liz.

Liz Cicerchia: [00:32:24] Yes.

Anna Bostwick: [00:32:25] Kart 116.

Brian Pruett: [00:32:27] Nice. Awesome. So Anna, let’s uh, talk a little bit. First of all, I’m curious about the name. Do you know a little bit how the name came about for the the foundation for ESP?

Anna Bostwick: [00:32:37] Um, so it stands for Extra Special People. And that’s exactly who we serve. We? Yes, we serve people that have unique abilities, um, that are unique in their own way. And we really, um, like to exemplify the fact that we celebrate those disabilities and the abilities of all people and that it’s not something to shy away from. It’s something to be proud of when you have something that’s unique about yourself. So we really celebrate all of our participants and our families in every single way, which is exactly what the name sounds like.

Brian Pruett: [00:33:07] Extra special people, right? And I like the you and me part right there in that too. So, uh, that’s really cool. And I also like the, the participants aspect of it. Right. Because, uh, as you mentioned, it is one of the, uh, I guess, uh, people in society kind of look down on folks like that, and they’re all, we’re all human. Yeah, right. So, um, Liz, what’s your favorite part about being a part of ESP? What do you what do you like doing the best?

Liz Cicerchia: [00:33:32] Oh, wow. For me with the power of ESP and Java Joy, I made some great lifelong friends.

Brian Pruett: [00:33:46] Awesome. That’s awesome. And you said you’ve been with since 2005. Is that right? Yes. Awesome. So, Anna, share a little bit. You told me yesterday about some of the programs you guys do. Can you talk a little bit about those?

Anna Bostwick: [00:33:58] Yeah, absolutely. Um, Liz filled chime in anytime you want to, girl. Okay. Um, so we have a couple of different things that we do. We have some umbrellas that we like to call them under. We have 360. Hooray! And then Java Joy 360 is, um, our events that we do once a month. We call them club events. It’s a way for our participants to be able to really have a social two hours and be able to mingle with their peers. We’re doing a really fun one coming up on the 26th. Do you remember what it is, Liz?

Liz Cicerchia: [00:34:29] This one actually coming up on this coming Sunday. Oh yeah.

Anna Bostwick: [00:34:32] We are having one on Sunday, which we’ve had a great partnership with Elite Skills and Fitness, which is a local business in the Marietta area, and they have welcomed us in and are providing karate lessons for our participants this Sunday. But next week we are having a masquerade ball to kind of kick off Mardi Gras and get in the get in the spirit of that. Um, but yeah, we do club events once a month. And it is not only is it a way for our participants to be able to hang out and just do what anybody else would do on a Friday night, but it’s also built in respite for our parents. It allows our parents to be able to go out to dinner with their friends or, you know, go grocery shopping or fold the the load of laundry that’s sitting on the rocking chair that they haven’t gotten to. It’s really, um, two birds with one stone kind of situation. We also do family support, which that can look lots of different ways. It can go from helping a family that’s struggling with, you know, keeping their lights on to providing a free meal after a surgery or something like that, and also family dinners once a month where we invite every single one of our families, new and current, to come in. It’s a free meal. It’s a really informal setting for our families just to be able to chit chat, get to know one another, talk and mingle in.

Liz Cicerchia: [00:35:44] A some training as well.

Anna Bostwick: [00:35:45] Yeah, some training sometimes. Um, it’s really a way for our participants and our families to get to know each other. I always say the people that can talk the highest of ESP and that can advocate for us the most, are our families that have been a part of it for so long. They’re the ones that can really spread the mission and speak to how it’s changed their lives directly. Yes. But yeah, so that is some things that we do with our 360 programing. And then we also have hooray, which is our camp portion of ESP. We have eight weeks of day camp in Athens, Georgia or in Watkinsville, and two weeks of camp in Rome and in Atlanta, Georgia. We’re really excited to say that we are having our first summer camp in Atlanta this summer. So yeah, two weeks of that to look forward to. We get to partner with the YMCA of the McClusky YMCA in Marietta and also the Georgia Highlands College, um, in Marietta, the campus. So really, really excited for the.

Liz Cicerchia: [00:36:41] Sometimes it’s sometimes KSU as well.

Anna Bostwick: [00:36:43] Yes, yes. Um, and then we have Java Joy, which is what kind of Liz was talking about and referencing earlier. It is our way to provide meaningful employment to adults with disabilities. Um, it’s really how we launch in new cities and how we expand. It’s a way to push forward our mission. Um, we recognize that 87% of adults with disabilities are able to work and do not have the opportunity to work, and lots of times it’s great opportunity, any, any kind of employment opportunity for our adults with disabilities. But we wanted to make sure that they were forward facing and have the ability to engage with community members and really, you know, advocate for themselves. I think everybody can tell that Liz is perfectly capable of talking and being able to express what she’s thinking and feeling and has all the skills to be able to do that. And we want her to be able to provide a space for that. So Java Joy, we really are. We are a mobile coffee cart that goes into metropolitan Atlanta. We serve all areas of Atlanta, really. We go into the we really disrupt the workday. We go in and be and able to form those meaningful connections with adults and different places that may not have the opportunity or have ever had the chance to interact with somebody with a disability. And it’s a way to show that like, hey, we’re just like you. We are normal. We can do everything you can do. We are just here to kind of advocate for our participants and allow them to do that themselves. Yeah.

Brian Pruett: [00:38:06] Now there is a specific age range you guys work with. Are you guys work with all ages?

Liz Cicerchia: [00:38:10] Um, it is all ages. But in order to be a barista, you had to be 18 and over, all right.

Anna Bostwick: [00:38:16] Correct? Correct. So like Liz said, we serve all ages zero to no upper age limit. Our oldest participant right now is in Athens, and she’s in her 60s and our youngest is probably four months old. Um, wow. We really pride ourselves on being able to accept everybody at the stage of life that they’re in. And we also accept all disabilities. So whether. You have ADHD or down syndrome or cerebral palsy, you are welcome in ESPs doors and not only welcome, but you are going to be celebrated from the moment you walk in until the moment you leave.

Brian Pruett: [00:38:45] Awesome. So, um, you probably already mentioned this, but share again the areas that you guys are in.

Anna Bostwick: [00:38:51] Yeah, yeah. So right now, specifically in Atlanta, we are localized in the Marietta community where we are doing Liz’s from Marietta. So she loves it. It’s in her backyard. Um, we are localized in the Marietta community where we are doing all of our 360 programing that I mentioned earlier, like our club events, our family dinners, stuff like that. But we also we welcome families. Although we’re localized in Marietta, we have families that are driving from Stone mountain, from Buckhead, Brookhaven, all over the metropolitan area, and Java Joy, like I said earlier, you know, really serves all of Atlanta. So anywhere that’ll book us, we are. We will. Like I said, we’re mobile. We can hitch the trailer to a car and we are on the road. It takes. Liz has had some early, early mornings. I think we served. We had the privilege last week of serving the Georgia Chamber of Commerce at exit issues at Mercedes-Benz Stadium. And what was that wake up call, Liz about 3 a.m., something like that.

Liz Cicerchia: [00:39:44] Yeah.

Anna Bostwick: [00:39:44] Yeah, yeah. Early.

Brian Pruett: [00:39:45] You just stayed up all night, right?

Anna Bostwick: [00:39:47] Early wake up call, but worth every second. We really enjoy it. Um, but then is as far as statewide, we have our original location that started in Watkinsville, Georgia. It has. It’s about 37 years old. We’ve been here for a while now, and it’s really flourished from where we were serving about 15 families to where I think it’s 900 families now in Athens. So we’re serving, um, over over 1100 families statewide right now. And then our other, um, city that we serve currently is in Rome, Georgia. So kind of Dallas area is a halfway point. Um, but yeah. So we’re currently just, uh, reiterate in Rome, Watkinsville and the Marietta area.

Brian Pruett: [00:40:27] So you shared with me the story yesterday, too, of the, uh, the CEO. Now that how she took over, could you share that? Because that’s pretty incredible. Yeah, yeah.

Anna Bostwick: [00:40:34] Yeah, I love sharing.

Liz Cicerchia: [00:40:36] Actually. She’s actually a personal friend of mine that I’ve known for much longer than Ispy actually first started. Yeah.

Anna Bostwick: [00:40:46] Awesome. Yeah. Liz, Liz and LA are very close. Um, but yeah, I think Laura’s story is truly just a testament to the person that she is and how, um, I think you can look at ESP from where it started and where it is now to see how much it truly means to her. But just a little about that. She, um, Martha Wiley was our founder of ESP. She started it just because she saw a need for the community of people with disabilities to be able to gather on a regular basis, that there’s not really anything for them to do after school. There was no social activities or anything for them to participate in, and she saw a need for that. So she would meet anywhere where there was a prison parking lot, church parking lot. Um, she just needed some space. So that started. They had summer camp. Um, and then I won’t get into all the nitty gritty about all of that, but Laura was not ten years old. She was a sophomore in college, and Miss Martha, unfortunately, was diagnosed with cancer and sat them down and told them that this was it essentially, um, that if ESP was going to continue, it was up to them. And she handpicked Laura at 19 years old, old to take over esp um, Miss Martha unfortunately did pass away, but she left, in my opinion, esp to the only person that could have done with it. What they did. Laura, like I said, was 19, took over, she became a student and uh, um, executive director overnight. And she turned ESPN to what it is today. She is still currently our CEO. She has been in Leadership Atlanta. She is um, you can see her all over. She has a podcast or is working on getting a podcast. She’s working on a book deal. Um, she’s just great and has been such a driving force with ESP and truly has a heart for serving our participants and making sure that they are getting equal opportunity in this world.

Brian Pruett: [00:42:32] That’s awesome. So you and I met on January 2nd at a referral rally. Yeah, yeah. So obviously you do some networking as well. So, uh, share a positive story of networking for you.

Anna Bostwick: [00:42:42] So networking like I said, we have actually I don’t know if I did say it. We have just come to the Marietta area in March of 2023. So we haven’t been here even a even a year yet. Um, but it’s been great. So networking has been something that’s been very new and something that we’ve had to really lean into since we’ve been in Marietta to make sure that our name is out in the community. But just I mean, the referral rally was so positive in itself. So many positive experience like yourself came out of it. And I just have to reiterate what you said earlier about it was so important to listen to people as they were explaining what that they did and not try to push your name forward, but really figure out ways that you could help. Um, that naturally, I feel like comes for employees of ESP to be the people that help and support and do things like that. So it’s been great just to be able to provide that kind of, um, experiences for people and how wonderful it’s been to be a part of the community and really get our name.

Brian Pruett: [00:43:36] Out there. So. So, Liz, I have a question for you. What’s the you said you made some really lifelong friends from from this. What’s a what’s a favorite thing for you of meeting new people.

Liz Cicerchia: [00:43:46] Um between new people and and also old friends as well. Um, most of them actually do live in Athens, which I really want to live there, by the way.

Anna Bostwick: [00:44:03] What’s your favorite part? Liz, what’s your favorite part of meeting new people?

Liz Cicerchia: [00:44:11] For me. I just say I’ll just mean for me. Like me, like I’ll be like saying, hi, how are you? Mhm. Just the.

Brian Pruett: [00:44:19] Simple things.

Anna Bostwick: [00:44:20] Yeah Liz is great at making connection and just getting anybody to talk. She has no problem. And being the first one to speak up. Um she is I mean there’s a reason why I supposed to be here today. She is great at spreading the mission and just making people feel extremely.

Liz Cicerchia: [00:44:34] And we do have a great team with Hayden, Emma Barton and Hayden and Taylor. Mhm.

Anna Bostwick: [00:44:40] Yep.

Vicky Bates: [00:44:41] Awesome, awesome. She’s got a great handshake.

Anna Bostwick: [00:44:43] She does have a great handshake. She does.

Liz Cicerchia: [00:44:46] We also do give hugs. Yes.

Anna Bostwick: [00:44:48] So that is something that Java Joy does. As we say. You get your cup of coffee and then you get a hug. Um I think Laura talks about this all the time, and she’s going to kill me for not knowing the right number, but I want to say it’s eight hugs a day that you have to get nice. That does like something for your that releases some endorphin in your brain. So Java Joy likes to fill that gap and likes to make sure that we are providing those hugs and a cup of coffee to start out your day.

Brian Pruett: [00:45:11] So, speaking of hugs, uh, March 21st I’m doing another. It’s a it’s called the America’s Hometown Hero Expo, and it’s veteran and first responder owned businesses and businesses that want to hire them and and just support them. But we have a group coming and they were on the show, uh, a few a couple months ago called paws for life. And they’re bringing Rufus out, and Rufus gives hugs. So if you want a hug from Rufus, come on March 21st to the Acworth Community Center. Now, Rufus, when he stands on his hind legs, is looking you in the eye. Okay? His front paws are on your shoulders. He’s literally giving you a hug. I’ve got some pictures. I’m getting a hug from Rufus. I don’t know about anybody else, but I’m getting a hug from Rufus. That’s just awesome.

Anna Bostwick: [00:45:50] Yeah, yeah, I think I put Liz and Rufus up against one another. Yeah, well.

Brian Pruett: [00:45:55] You guys will have to be there to get because we’re going to have a booth. That all it is, is come get hugs from Rufus. Oh that’s awesome. Liz can come and get your hugs from Liz and Rufus. Cool, cool. There you go. So, uh, and let me ask you this, um, you shared just a little bit already, but why is it important for you to be part of the community?

Anna Bostwick: [00:46:11] Um, our mission. I’ll just go ahead and say it is to create transformative experiences for people with disabilities and their families while we’re changing communities for the better. So it’s in our mission statement to make sure that, yes, we’re serving people with disabilities and their family, but we’re also serving our community on a daily basis. It’s a way, in my opinion, I feel like you’re fulfilling God’s mission and God’s Word when you are, um, serving people that aren’t like you in a in a way. So it’s a way just for people in our community to be able to serve their community and be able to be a part of ESP. I always call it you get bit by the bug. Once you come to one ESP event, you’re going to come back to a second. It is truly a magical experience, so it’s just important for us to have the community involved, to really buy in and to lean in to our mission and be able to be a part of something that’s really unique and really special. Um, we’re excited, like I said, to be in Marietta, we’re pretty new here, which I’m again, so grateful to have this opportunity to be able to kind of spread our mission and spread the word and get people to know about ESP a little bit more from this area. But the community is a big part of that. We can’t do this without community members. We can’t do this without the support of the community. So it’s important for us to be a part in every way that we can and to have people joining us.

Brian Pruett: [00:47:24] So. So, Liz, do you uh, obviously you love giving hugs. Yes. And that that can make anybody smile anyway. But you smiling and giving hugs, I’m sure, uh, brightens anybody’s day. But why do you like being in the community?

Liz Cicerchia: [00:47:38] Uh. For me. The for me, being a community is a I can do more. Mhm.

Brian Pruett: [00:47:48] Mhm. There you go.

Liz Cicerchia: [00:47:49] Yeah. And plus with, with being a barista you actually start out with a actually a brown apron not a right. Because you have to get 20 hours before you get your white apron with your name on it. Mhm.

Anna Bostwick: [00:48:04] Mhm. This is exactly right Java Joy. It’s treated just like any other job. There’s an interview process. There’s a training period and we take it very seriously. There’s job improvement. We have professional development. We have all that fun stuff. So we treat our jewelry pieces just like you would treat any other employee. But Liz is exactly correct. And you have graduated to your white apron, haven’t you, girl I.

Liz Cicerchia: [00:48:25] Have, yes, we have a thing called, um, a white apron ceremony when they fulfill their. I’m going three hours. We do a white apron ceremony and and usually a. Senior priestess. We give it to them. Yeah.

Brian Pruett: [00:48:41] That’s right. Awesome. Well, I can tell you, if you gave me a white apron, it’d be stained pretty quickly. I spill stuff. That’s why they made.

Anna Bostwick: [00:48:47] Bleach, right?

Brian Pruett: [00:48:48] Yes. So, Anna, how can other than the financial aspect of it, how can individuals and businesses get involved with the ESP? Absolutely.

Anna Bostwick: [00:48:56] Um, volunteers we need we are serving so many participants right now, and, um, our families are just really flocking to ESP, which is I think it’s a testament to how much our families need the services that we’re providing, and they need that support group that’s built in within ESP. So a great and easy and free way to get involved in ESP is just to come volunteer. You can find what we are doing on our Facebook page ESP Atlanta. Or you can go to our website esp UNM, org.

Liz Cicerchia: [00:49:27] And Instagram and.

Anna Bostwick: [00:49:29] Instagram. You’re right esp Atlanta, we have our own Instagram page. Um, Liz is a frequent, um, source or subject of our Instagram page and on our posts. But, um, yeah, I would just say that volunteer is really where we need our community members, and it is a easy way to be able to see the mission in action and be able to see the way that we are transforming the lives of our participants and our families. Yes, obviously the financial support, we’re a nonprofit. We can’t do it without that financial support. So it’s a great way we always invite people to come volunteer to kind of, um, see what we’re doing, and then they want to give us their money after they see it, because they truly do see how special it is and how wonderful the things that we’re doing are.

Brian Pruett: [00:50:13] Do you, uh, you mentioned something that’s coming up Sunday now, but you had some other events that’s coming up pretty soon too. Do you want to share about that?

Anna Bostwick: [00:50:19] Yeah, yeah, yeah. So, um, a way to for families, if any families are listening that have a child or an adult with a disability or know somebody that has a family member with a disability, you can fill out our new family interest form by by going to ESP, um, org. Um, but yeah, some of the events we have coming up this Sunday, like I mentioned, from three to 2 to 4, we are having a karate class at Elite Skills Fitness on January 26th. We are having a masquerade ball at another wonderful, great partnership that we’ve been able to form here in Marietta. We are currently housing our office space and all of our programs, club events, family dinners, things like that out of First United Methodist Church of Marietta, which they’ve been wonderful, great host, um, great connections, but that’ll be on the 26th, that masquerade ball and then followed on the 31st of January. We will have our family dinner.

Brian Pruett: [00:51:13] Yeah. Awesome. So I do have another question. Um, if somebody is listening and maybe new to having, uh, somebody in their life that, you know, has special needs, what kind of advice can you give them?

Anna Bostwick: [00:51:27] Um, I actually have a stepbrother with down syndrome, so I don’t even know if we were able to chat about that yesterday. But the advice I could give you is that you’ve hit the jackpot, in my opinion. Um, I always say my stepbrother’s name is Seth, and that if everyone in the world could be a little bit more like Seth, the world would be a much better place. Um, I think you look at it as obviously your life is going to look very different. You’re not going to be able to have the same things that you maybe dreamed of for your neurotypical child, but man, oh man, the experience that you’re going to have with a child with a disability are completely unique, but so special in their own ways. And really, um, I think that they are the gifts from heaven to be able to have the ability and the opportunity and the privilege, in my opinion, to be able to have that experience of working with somebody and being able to have a family member with a disability is just really special. So my advice would just be, you know, don’t look at it as an opportunity that’s being taken from you would be looking at it as an opportunity that some people never get the chance to have, and that it really is unique in its own way.

Brian Pruett: [00:52:34] Another thing that I would say, and this goes for anything, but also don’t be afraid to ask for help.

Anna Bostwick: [00:52:37] Absolutely, absolutely, absolutely. Yeah, that’s a big part of ESP is that we have we haven’t launched the program here in Marietta or in Atlanta yet. It’s called ES play. It is a way for our babies. We like to call them 0 to 3 years of age to be able to gather. They participate in music therapy, and it’s a way for our children to be able to start building that support system, but also our families. Um, I can’t imagine going home. Well, I need to start imagining I’m actually, you know, uh, me and my husband are welcoming a baby boy this summer, so really excited about that. Thanks. Thanks, but I can’t. I’m trying to slowly wrap my head about it. I guess it’s coming one way or the other. Leaving a hospital with a child, much less leaving a hospital with a child with a disability. You’re really just kind of sent with no resources and nothing to be able to tap into and no support system. So ES play ESP recognized that and created ES play to be a place for that. These families can come and have that support system right out of the bat. We have some mothers that are still. Found out that their child is going to have down syndrome. Um, so we want to provide that space of support and that space of community for our families to be able to ask questions and have a the opportunity to really seek help in any way that they can.

Brian Pruett: [00:53:52] Right. Hey, Liz, what kind of advice would you give?

Liz Cicerchia: [00:53:56] Uh. Mm for me says I’m the. First kids with down syndrome in my family.

Anna Bostwick: [00:54:10] What kind of advice would you give? What’s what’s special about you?

Liz Cicerchia: [00:54:15] Um hum.

Anna Bostwick: [00:54:19] Can I help you out?

Liz Cicerchia: [00:54:20] Uh, yes. Yeah.

Anna Bostwick: [00:54:21] I think that Liz is capable and and able to do anything that anybody else does. I think my advice would be that when you see somebody with a disability is not to assume or not to just, um, the stereotypes that come with people with disabilities is completely false. And I think that it is important to look at each individual and their unique abilities and be able to really get to know them.

Liz Cicerchia: [00:54:47] Yes.

Brian Pruett: [00:54:48] And I would agree for you guys, you obviously you can’t see in here, but Liz is a firecracker.

Anna Bostwick: [00:54:52] She is she is that.

Brian Pruett: [00:54:53] She’s lighting up the studio. I can tell you that. She’s got the red.

Anna Bostwick: [00:54:56] Hair to match.

Brian Pruett: [00:54:57] Yes. Um, so you you work for a nonprofit, so you haven’t really started a nonprofit. But let me ask you this. If you were to start a nonprofit of your own, what kind of advice would you give somebody who might be thinking of that or even trying to look for a job for a nonprofit?

Anna Bostwick: [00:55:11] Um hum. Um, networking. I think getting your name out and really spreading the mission for nonprofits is important. People. There are more good people in the world than bad people, I really think, and people that want to help and want to be a supporter. So just making sure that you’re sticking your neck out and you’re not afraid to talk to people, um, Laura Whitaker is the queen of that. She is not scared to talk to anyone. She will spread. Yes, I agree with that.

Liz Cicerchia: [00:55:38] Yeah.

Anna Bostwick: [00:55:38] Liz, um, she will spread Espy’s mission any chance she got, she gets. So I think it’s really important just to take every opportunity you have to network with your community and network with people that want to help you spread your mission.

Brian Pruett: [00:55:49] Awesome. Share your website one more time.

Anna Bostwick: [00:55:51] It is ESP you and me, the words Y-o-u and me.org.

Brian Pruett: [00:55:57] All right Vicki, I’m coming back to you because I forgot to ask you a question. So you obviously started your business. You said we won’t say how long again, but give somebody some advice who might be thinking about starting a business. What would you tell them?

Vicky Bates: [00:56:10] There are so many things you got to really pay attention to. So. But mine’s a for profit, so. Right, right. Probably a little bit of a difference. Um. Well.

Vicky Bates: [00:56:23] Starting a business is knowing what you’re kind of knowing what your goals are going to be in that business. I think that’s really important is setting goals and you’ve got to know resources. So any new business starting needs to have resources that they trust. They probably should do that first. Um, who is going to be your human resource? Um, you know, company or person, um, who is going to be your accountant, who knows your business, who is going to be your, um, your banker that knows your business. So the things that all of the, the cogs in a wheel that, that facilitate a business running smoothly, make sure you’ve got trustworthy resources set up first. And make sure you set up your business correctly, um, you know, through your accountant, however that’s supposed to be because I had to reestablish mine early on because I had not set it up correctly. So and having really good business systems will come out of that.

Brian Pruett: [00:57:25] Right. And the same thing, don’t don’t be afraid to ask for help. Right.

Vicky Bates: [00:57:28] Oh yeah. Absolutely.

Brian Pruett: [00:57:30] Um, all right, so as we wrap this up, I always like to do this too. So, um, I would like for each of you to share either a word, a quote, just a positive nugget for somebody listening today, the rest of 2024 and beyond. So, Vicki, what can you share?

Vicky Bates: [00:57:46] Hey, put me right on the spot. So it’s probably, um, a scripture. And um, I think it’s we just get so tempted to be anxious when we’re in business or in endeavors. And so is to go to my Philippians Scripture, and you put me on the spot. Now, I can’t remember it, but it’s, um, be anxious for nothing. But in all things, um, let your request be made known to God, and the peace of God that surpasses all understanding will guard your hearts and your minds and your checking account.

Brian Pruett: [00:58:19] Liz, you got something you can share that’s positive? Good quote.

Liz Cicerchia: [00:58:23] Um, since I also do work at chick fil A as well in Marietta. Um, definitely. Since we were just honoring MLK day, I would. Definitely after just a very quick quote that, you know, go after that awesome girl.

Brian Pruett: [00:58:45] Very good. Make sure you go by and see Liz at Chick fil A in Marietta. Anna, what kind of what you got?

Anna Bostwick: [00:58:51] Um, I think I would just say to be open minded to new experiences and new people that you could meet, especially with espe, you come across people that are unique in every single day and every single way. So just being open minded to that would be my advice.

Brian Pruett: [00:59:07] Awesome. And the last thing that I like to do is to thank you as a lost art. These days you talk about the simple things. No, thank you is just simple, but it’s lost art. So first of all, Vicki, thanks for what you do for the community and especially those with the cancer, uh, and being the uh, being hope for those who have, uh, are going through that and gone through that. Liz, thank you for being a light in this dark world. Thank you. And, Anna, thanks for what you’re doing for the, uh, the, the ESP group and and all the community as well. So everybody out there listening, let’s remember. Let’s be positive. Let’s be charitable.

 

BRX Pro Tip: Taking Your Customer Service Experience Up a Notch

January 23, 2024 by angishields

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BRX Pro Tips
BRX Pro Tip: Taking Your Customer Service Experience Up a Notch
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BRX Pro Tip: Taking Your Customer Service Experience Up a Notch

Stone Payton: [00:00:00] And we are back with Business RadioX Pro Tips. Stone Payton and Lee Kantor here with you. Lee, let’s talk a little bit about improving customer service.

Lee Kantor: [00:00:10] Yeah. I think that this is a neglected area that a lot of business folks aren’t investing enough time and energy in. I think it’s so important to level up your customer service experience with your clients. And it doesn’t have to be some earth shattering thing. It can be little things.

Lee Kantor: [00:00:27] Like when Chick-fil-A cashiers say our pleasure after they’ve served you, they’re delighting their customers. You know, at Costco, it’s a policy if any employee of Costco sees something on the ground, they pick it up. And because of that, whenever you go to Costco, there’s nothing on the floor. And guess what? That makes their customers pretty happy. At Nordstrom’s, they made a policy that says they’re going to take anything back without giving you a hard time. They’re not going to allow that, you know, one percent or less than one percent of their customers who are taking advantage of that generous policy affect the vast majority of their customers who are just trying to take something back. So, they decided to be very generous with their return policy, and guess what? That delights their customers.

Lee Kantor: [00:01:15] Is there anything you can be doing in your business that’s going to delight your customers and take your customer service up a notch? I think it’s so important to connect with your customers, make them feel good about doing business with you. And by doing that, you’re going to further separate yourself from your competition and you’re going to be helping kind of build that indispensable go-to service provider goal that most people in our circle are trying to be. You want to be that go-to resource in whatever niche you’re serving. And having stellar customer service will help you get there.

BRX Pro Tip: 3 Useful Prioritization Frameworks

January 22, 2024 by angishields

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