Well, I’m beginning to wonder these days if my blog is like that. The last 4-6 weeks have been so chaotic, that I’ve not had the time or emotional energy to put together two words, much less share from the heart. So much has happened that I can’t move forward without at least bringing you up to speed, but then doing so feels like moving backwards.

Nevertheless, I need to do a brain dump. If you’re short on time, skip the bullets and just go to the final paragraph. Who knows? Maybe the list is just for me, so I can see that I really have accomplished something.

In no particular order, over the last month or two I:

• Spent two nights in the hospital for a painful bacterial infection in my uterus.
• Attended end of year band and orchestra concerts.
• Went on an overnight field trip to Virginia Beach with Michaela, my step daughter, and a group of incredible fifth graders.
• Watched as a group of fifth graders saw and played in the ocean for the first time.
• Beat a couple of fifth grade boys in bowling, when I successfully broke a hundred. Barely.
• Along with Peter, Jake, Morgan and Michaela and thousands of other people, saw the Blue Angels in the Lynchburg Air Show.
• Watched people drop like flies from the heat, tried to calm our three hot, cranky children and fought off a first-time panic attack myself as we tried to leave the Lynchburg Air Show.
• Went to a Bowling Banquet with Peter. He subs on a team for league bowling. (You’d think I’d bowl better, by osmosis.)
• Drove to JMU and back to watch Hannah, my 15-year old, perform in the top orchestra for Spring String Thing.
• Prepped for and had the final call with my Leadership Huddle.
• Sat through what appeared to be the never ending elementary talent show.
• Sat through what appeared to be the never ending elementary honors program (different day).
• Watched as Michaela received the top honor: Spirit of Paul Munro Award, awarded to only 6 or 8 kids in the entire school.
• Started taking a low dose of the pill to control bleeding, despite having a Nova Sure procedure done two years ago.
• Experienced bleeding for the better part of a month. Still.
• Scheduled a combined surgery (7/22/11) for hysterectomy, hernia repair and several lipoma removals.
• Helped plan an Aglow meeting on disaster preparedness.
• Took Morgan, my 13 year old son, out of school for a day and we attended an incredible Apple seminar on how to develop apps for the iPhone, iPod touch and iPad. Way cool!
• Packed up my two children to visit their dad in Indiana for eight weeks. This is the longest they’ve ever been away, and I know they’ll enjoy their time but I’m really missing them already.
• Primed and painted our *almost finished* Family Room.
• Watched Peter, Jake & Michaela move the furniture out of the Living Room into the Family Room and have helped rearrange said furniture and Family Room.
• Primed and painted the Laundry Room, except the trim (which steady hand Peter thankfully does).
• Scrubbed and mopped paint splatters and drywall dust from the Laundry Room floor.
• Gotten back into the routine of walking the dog (wogging: combination of walking and jogging). This is making a huge difference in my ability to remain slightly sane. Turns out L. L. is right about exercise.
• Written four blog posts (five counting this one) since the beginning of May.
• Experienced guilt about not blogging more.
• Taken kids to swim practice and to the pool.
• Celebrated Michaela’s 11th birthday.
• Attended Interfaith Outreach Associations annual luncheon, where I was inspired by so many people doing great kingdom work. People like Roger Paul (the mailman who delivered God’s invitation to me) and Diva (I’ll tell you about her soon).
• Had a great date night with Peter, one of many to come in the days ahead as we make the best of our time without children.
• Launched my CultureSmith Facebook page at: http://www.facebook.com/engagingpeople
• Have all but abandoned guitar lessons until things settle down a bit.
• Struggled with consistently reading my Bible, journaling and praying in the way I’ve been accustomed to.
• Welcomed new blog members to The High Calling network.
• Have lost my temper with children more times than I care to admit.
• Cried and yelled, thumped and cursed.
• Sang and praised.
• Have felt overwhelmed, out of touch and frustrated.

I’m sure there’s more, but really, I think I’m finished. If I think of something important, maybe I’ll blog about it.

A Prayer
Father, sometimes life can be so overwhelming, chaotic and complicated. The view is too obstructed, the to-do list never ending. We are in desperate need of Your Peace. Help us open ourselves up to Your Presence, in the midst of our chaos. Your Light in the midst of darkness. Joy in the midst of sorrow and pain. Courage in the midst of fear.

May we be open to all those around us in need of encouragement, for the journey is often hard and lonely. Bless those who bless us. Help us respond likewise, in obedience – even in the seemingly small things.

Creative Commons photo on Flickr by peyri.

A Little Background
Today was my lucky day. When I arrived at the Post Office, I found a 5-Minute Parking spot, right on the Avenue. I tried to pull up as far as possible, because I didn’t want to block passersby from experiencing one of the biggest thrills of summer – the lemonade stand!

Somewhere along the way, I received some very wise counsel, which I’ve since claimed for myself. “Never pass a lemonade stand without buying. Never. Ever.”

I’ll actually make a U-turn if necessary, to encourage the entrepreneurial spirit. There’s something about the watered down goodness that comes from iced lemonade served on a sweltering Virginia day (or Georgia, or Texas, or — you fill in the blank).

I was pretty confident today’s proprietors didn’t have change for a twenty, so I scrounged through my ashtray-turned-coin-purse and found a mere $.85. (I forgot I already swiped the silver coins for a recent Chick-Fil-A sweet tea run, but that’s another story.) The lemonade itself was only $.50, but I always tip at lemonade stands. I thanked the young entrepreneurs, asked if I could take their picture and drove away, thinking.

My mind wandered to all things lemonade. At some point I realized I had some great ideas for the marketing folks at Country Time Lemonade. I’m serious. REALLY good ideas. When I got home, I discovered Country Time is made by Kraft Foods. I set out to write a post. (Kraft, if you’re listening, I’d love to share my idea with you. Did I mention it’s really good?)

Next I turned to Twitter to see if I could find @KraftFoods. Sure enough, they were there. I figured I wouldn’t be able to send them a private message (they hadn’t followed me at the time of this writing), so I went to the Kraft Foods Facebook Page. That’s when I stumbled onto a firestorm! In the last day or so, Kraft Foods has been SLAMMED because of an alleged foreign object in Melissa Wiegand Brown’s Apple Splash Capri Sun (from what I can gather, discovered over Memorial Day weekend).

I’m not here to defend Kraft Foods, nor am I siding with Ms. Brown. I can’t say who’s right or wrong; there are lab technicians and enough folks with strong opinions for such decisions. Instead I propose the following:

Seven Observations for Kids with Lemonade Stands, Kraft Foods and Other Brands

1. Touch points matter. If you’re a kid running a lemonade stand, you may not know that every time a customer or a potential customer interacts with your brand, it should be a positive, favorable, even memorable experience. It doesn’t matter if the exchange is a quick glance going down a busy street. That driver could make a U-turn at any moment. But if you’re a business, a mega business, you better know how important brand touch points are, and that some of those touch points are happening on your very own Facebook “Fan” page.
2. Consumers love brands. Especially Kraft brands. What baby hasn’t cut teeth on Ritz crackers? Who could forget Oreos? They’re milk’s favorite cookie after all. Someone please tell me our kids aren’t the only ones who love Kraft mac-and-cheese? And of course nothing evokes fond memories like lemonade stands and Country Time Lemonade (which is how I got here in the first place).
3. Be ready for when they don’t. Life happens. Sometimes business is messy, and when it is, expect your customers will be fickle and have a short-term memory issues. Maybe there’s no way today’s small business owners selling lemonade on a street corner can adequately anticipate the need for crisis management, but corporate communications/marketing folks best have a plan.
4. Understand social media’s reach. Disillusioned consumers (real, perceived, or even deceived) have ready-made platforms to tell their stories to listening friends, family members, as well as to people with whom they have no connection. Today’s companies need to prepare for the far-reaching effects of Motrin Moms and the likes of Melissa Wiegand Brown with her Facebook photos of Apple Splash Capri Sun. We used to say dissatisfied customers would tell 10 people about their experience. That number is way higher today, given the number of friends on social networks like Facebook and Twitter. A casual comment on Facebook about the lemonade stand in front of the post office can do wonders for (or wreak havoc on) their customer base.
5. Engage your customers. Even though the pre-pubescent boys running the lemonade stand didn’t have a lengthy conversation with me, they did take the time to ask me,”Would you like ice in your lemonade? We have clean ice.” How could I turn down such an offer? Smart brands will learn how to fully engage their customers, sometimes on social media, sometimes in person or on the phone. Zappos is a GREAT example! Check out the Zappos Facebook Fan Page to see what I mean. Learn well from them, Grasshopper.
6. Know the plan. If people are saying bad things about your brand online, especially in your space, know who’s going to address the situation, what you’re going to say, and then do something! At the very least, let people know you’re not asleep at the wheel. (If you don’t have a plan, create one now, whether you’re in the midst of a firestorm or not.) Hmmm, maybe this point doesn’t exactly translate for lemonade stand owners. No matter.
7. Turn lemons into lemonade. Clearly, this relates to kids selling lemonade. I mean, duh! But for brands, perhaps, the implications are even greater. Turn broken trust (regardless of how/why trust has been broken) into a powerful customer experience. Every customer service expert I’ve ever heard will tell you that if you treat an unhappy customer well, you could very well have a customer for life.

The rewards my be just as sweet as lemonade on a hot summer day!

What about you? What have you learned recently about engaging people?

*Note: at 6:08PM Kraft Foods Facebook page had this note regarding the Capri Sun package.

If you were at the session, please leave me a comment about what you learned, liked, what I could do differently next time, etc.

And, if you’d like an outline of a Facebook strategy document, shoot me an email to cheryl at culturesmithconsulting dot com.

In my opening comments, I mentioned that not all businesses (organizations) should have fan pages. If a business sucks in real life, why would I want to be a fan on facebook. (As a side note, I don’t accept fan page invites if I’ve never done business with you, never been to your place of business, or never read your book, etc. Just sayin’.)

We also talked about companies that are doing Facebook Fan pages well: Zappos, Toms Shoes, Chick-Fil-A.

Here’s a look at my slide deck.

This is what I saw tonight:

In the words of Randy, from American Idol, “Dude! That was dope!”

Are you a fan of any personalities, companies or non-profit organizations on Facebook, and if so, who and why?

“DIE STINK BUGS! DIE!”

I know. That’s a little harsh, especially since it’s Friday and we’re about to be snow bound for the weekend. But c’mon. I hate bugs!

This morning I found a stink bug on the inside of my coffee cup. That wouldn’t be so bad, except my cup was still about a third of the way full. I went into the kitchen, turned on the water, dumped said stink bug (by the way, is that one word or two?) along with said coffee down the drain and turned on the garbage disposal.

And then I mentioned it in my Facebook status and learned a few things along the way.

6 Social Media Lessons I Learned from Killing A Stink Bug

1. Be human. Even if you are using social media for business, let your audience know you’re a real person, with stories and experiences that quite possibly, can translate to them.
2. Be relevant. In this part of the country, people know what stink bugs are. While they aren’t necessarily harmful, they’re incredibly annoying. I struck a nerve. Within an hour, I had 14 comments.
3. A little humor goes a long way. At least sometimes. Know your audience and don’t overdo it. I borrowed George Costanza’s now famous line, “Is that wrong?”
   
4. Invite Participation. I ended my status with, “You’d do it too, wouldn’t you?” because I wanted to hear what other people had to say. And yes, I wanted to know I wasn’t the only soul out there who, might possibly spend eternity in outer darkness for my cruel deed.
5. Don’t measure yourself against others. There are bloggers out there who generate a gazillion comments with every post. Bloggers like Michael Hyatt, Chris Brogan, or Carlos Whitaker. Don’t stress about how your results compare to others’.
6. (Do) Measure yourself. I must measure my actions to make sure I am using my time and resources most effectively. My measurements will be based on my objectives and goals, rather than the  goals and objectives of others.

What am I missing?
And more importantly, what have you learned from killing a stink bug?

I suppose in some ways it’s like watching your own children grow – you don’t see it because you’re too close to them day in and day out. For those of us involved in using and teaching about social media, this video merely supports what we know. But if you’re “new” to social media, watch the video below and then leave a comment to tell me what you thought was most staggering.

One last thought, this video was produced with businesses in mind. What if you’re a church or some other non-profit organization? The principles still apply. What are people saying about your organization? How are people finding your church? It’s probably like it’s always been -through friends. But now those friends are sharing online via Facebook, Twitter, and yes, even You Tube.

How are you engaging people? Are you ready?

1. It’s more about putting other people ahead of you.
2. Showing hugs and smiling children (or how your customers’ help is changing anyone’s life) is a good thing.
3. People want to be a part of something that is good.
4. Video captures emotion. “This is the greatest thing ever.” (even in the rain)
5. In the last 6 months, we just gave away 8,000 pair of shoes. Numbers are good (especially when accompanied with emotion).
6. Starting a company? Incorporate giving in what you do.
7. Since May 2006, TOMS has given away more (not “over”) than 130,000 (big numbers are even better) pair of shoes (it gets better) to children in need (here’s the clincher) through the purchase of caring customers. (Someone in TOMS marketing gets it.)

What do you think?
Would you be their fan on Facebook or follow TOMS Shoes on Twitter? How could your business, your chamber, your ministry incorporate doing good and showing changed lives? What feelings and thoughts did this video stir in you? Please share them in the comments section, and if you like this post, please share it with your friends using the icon below.

Brian, the owner, knew my name because we follow each other on Twitter. He recently engaged me in a conversation about how I like my coffee (strong and smooth). One day last week he brewed up a pot of “dark lovely” and tweeted to let me know. But I was out of town.

When I knew I was going to be at The Muse on Tuesday, I tweeted him ahead of time and asked him to brew me up something yummy. When I walked in the door, Brian greeted me warmly, by name and told me he had some “dark lovely” he was putting into the french press for me. He even asked me what kind of cup I wanted. (For the record, my favorite is a Gevalia porcelain cup with a thin rim. Not to be confused with the Gevalia replacement cups that came out later with the thicker rim, but I digress.) Moments later, Brian delivered a some “dark lovely” in his thinnest rimmed cup and a saucer.

I love customized customer service. And I love to be pampered.

Lisa and I talked about women’s ministry, purpose, writing and obedience. We talked about recent experiences – her attendance at She Speaks and my trip to Nashville.

At one point near the end of our conversation, Brian came over and asked if he could show us some Latte Art. Of course I had no idea what Latte Art was, but enthusiastically said, “Sure!”

THIS is Latte Art, produced before our very eyes.

(Next time I’ll have to remember to get a pic of Brian too and the parking meter in the restroom.)

Here’s the thing. Brian gave me a perfect experience at The Muse Coffee Co. From the greeting when I walked in the door, to the perfect cup of coffee in a custom cup – to the Latte Art. So if you want to learn more about great customer experiences, follow Brian on Twitter. Tell him how you like your coffee, or tea, or biscotti. And if you’re in Lynchburg or Forest, go see him at The Muse in Wyndhurst. Ask for your favorite kind of cup and be sure to tell him I said hello.

When is the last time you’ve experienced perfect customer service? Please tell me your story in the comments section below.
And of course, if you’ve enjoyed this post, please feel free to share it with your friends on Facebook, Twitter, Digg, Stumble, etc. by using the Share button below.

In real life.

That’s the beauty of social media. Twitter, Facebook and the like make the world smaller.

My first tweetup was for coffee on Monday morning, July 20th with Steve Grossman. Steve and I have been communicating via Twitter for more than a year now. First and foremost, Steve is a Christ-follower who is deeply committed to his marriage. He’s also a growth-minded business professional working in the automotive industry. Like me, Steve is fascinated by the opportunities that social media brings. Just a few days before we met, Steve and his teenage son participated in a motorcycle safety course. During coffee, our conversation meandered naturally from business to family to faith to social media and every topic in between. And it was very comfortable because we’ve been having similar, though shorter conversations, via Twitter.

Towards the end of our coffee meeting, Steve and I were joined by the lovely Amy Halleran, another Twitter friend. Amy and I first shared stories last summer, initially via tweets and then by phone. Amy was in the middle of a divorce and I was able to offer some encouragement, having been there/done that myself. It was great to connect with her in real life and hear about the next phase of her journey. Amy actually drove me to my next tweetup, in her mommy car complete with two car seats in the back. Been there. Done that too. :-)

I met Pam Case and was pleasantly surprised to meet Kris Seidenkranz as well. The three of us had lunch at Lifeway, outside on a beautiful, sunny day. Pam and I had only connected recently, at the recommendation of a friend. I’m so very thankful! It was such fun to hear what Pam, Kris and the Lifeway Women team are doing and how God is using those two ladies to impact women around the globe. I’m not sure who has worse ADHD, Pam or me. Our conversation was all over the place, just the way I like it! (I was so caught up in conversation that I completely forgot to take a picture!)

After lunch, I began walking from Lifeway to the Nashville Chamber office, downtown. I started getting a little hot from the midday heat when a giant cloud came overhead and followed me. Somehow, I never really gave much thought to the story of God providing a cloud by day for the people of Israel, until that day. The shade overhead was a welcome relief and a reminder of God’s presence.

I spent a few more minutes with my Vital Friend, Wendy. It was great to see her work space and meet many of her colleagues. After that, she drove me to Thomas Nelson for my last tweetup of the day, where I had the privilege of meeting Michael Hyatt (and briefly Lindsey Nobles and Joel J. Miller).

I stumbled across Mike on Twitter more than a year ago, after doing an ego search for my family name – Hyatt. Mike is a CEO who intrigues me because he absolutely understands the power of social media to engage people. In real life, just like on Twitter, he is a gifted communicator and is very gracious. It was a thrill to be at Thomas Nelson and to see the books of authors I’ve read for years. I suppose in some ways it would be similar to an avid golfer visting the Augusta National during the Masters tournament (did I mention I’m from Augusta?), or a tennis player enjoying Wimbledon from Center Court.

Following my visit with Mike, he tweeted this:

I think he’s right. Short of divine intervention, in days before social media, it is very unlikely that I would have had the opportunity to meet seven such awesome people, all in the same day.

Tonight I learned from a tweet, that a Twitter friend was facing a difficult situation. Within just a few hours people from all over the world were praying for this young lady and her family. Indeed, the world is getting smaller with every tweet.

How has social media made your world smaller? Please share your story in the comments section.

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