Headaches

At our company we try extremely hard to give great service to every single customer. However, last week we failed on an order for one of our best customers. This particular customer (who I admire because of his great attitude and positive outlook) placed an order on a Friday for immediate delivery. Unfortunately the paperwork was accidentally misfiled into a “Pending Folder” instead of into our “Daily Deliveries Folder”. We did not discover the mistake until the following Monday which made the order very late and caused a major “headache” for our customer.

Nobody likes to make a mistake. But sometimes if you handle the situation properly, it can be a chance to shine and show people how much you truly care. As soon as I received his phone call I went to work researching the problem. My staff helped me to locate the missing paperwork and as soon as we did, we began filling his order and loading it into our Sales Manager’s car, who personally drove it over to the customer. Included with the delivery was a hand written apology that I wrote out personally along with a gift card to help offset the customer’s valuable lost time. I followed up with a phone call and found out the customer was extremely pleased with our rapid response and sincere apology. I also held a Sales Meeting at our office to review the problem with our entire staff and discuss ways to prevent it from happening again.

When it was all said and done, we had a stronger relationship with our customer. And because we made an effort to learn from our mistake, we were able to put procedures in place to help us prevent that type of problem from happening in the future; a win/win for all of us!

Learning from mistakes is crucial in business but it’s just as important in our personal lives. Obviously as human beings we are going to make mistakes and we are going to commit sins. It’s just part of our nature to be imperfect. But when we discover we have done something wrong we have a choice as to how we respond….and how we respond is what will ultimately define our character. The next time you make a mistake, see it as a chance to showcase your true character and chances are instead of a “headache” you will come out “ahead”.

The only real mistake is the one from which we learn nothing.
~ John Powell



The Lucky Bracelet

Something happened over Labor Day that reminded me that we can’t just have faith; we have to put our faith to work. And the lesson came from the most unlikely of sources, a seven year old little boy.

I played in a Memorial Tournament in Fullerton which our baseball club hosts to honor three of our teammates who have passed away. I arrived at the field early Saturday morning and noticed the manager of our team was already there. He immediately approached me in the dugout and said he wanted to share something with me. He told me about his seven year old son who attends a Christian preschool and how his son recently decided on his own…to share his love of the Lord with other people in a very unique way. With help from his parents the little boy had bracelets made with symbols on them that remind people about Jesus’s love for us. He then went on a field trip to Washington DC and handed out the bracelets to people in the street. That would be an impressive thing for an adult to do, let alone a seven year old little boy!

There was one bracelet left over and my manager said he wanted me to have it because of the way I share my faith through my Monday Messages. Needless to say I was honored to receive the bracelet and greatly impressed by the faithful actions of such a young boy. It reminded me that children have a way of seeing the world in a simple black and white way, not the gray and stressful way we adults see it. In fact, the bracelet itself was gray in color, which is a great reminder that although we live in a “gray” world, if we have faith, things are usually more black and white and simple.

Our team did well in the tournament winning two out three games, so we made it to the championship game on Monday, but it wasn’t easy. During the second game, the one we lost, we fell behind because we ran out of pitchers. In fact, I even had to pitch one inning which was stressful to say the least. As I took the mound, the field umpire approached me and told me I needed to take off my bracelet. As I took it off he asked me about it and what the symbols meant. I said, “It’s a reminder of Jesus and my new good luck charm.” The umpire nodded and said, “I don’t care what it is, you still gotta take it off!”

Up to that point I had played really well, but with my lucky bracelet in my pocket, instead of on my wrist, I pitched poorly and gave up several runs. We lost that game, but after shaking hands with the other team I was surprised to see that same umpire approaching me. He said kind of sheepishly that he was sorry for making me take off the bracelet and asked again about the symbols on it. So I told him the story of the seven year old boy who made bracelets so that he could share his faith with others. I think that umpire was as touched by the story as I was and although we lost that game, I felt like I had gained something far more important - a chance to copy the brave actions of a seven year old and share my faith!

What does it profit us, if we have faith, but do not have works?

~ James 2:14

The meaning of the Symbols
He came, was crucified, buried, rose and will come again someday!

 

Forever Touched

There are certain people in this world who touch our lives in a special way and ultimately change who we become. Perhaps we have known them for a long time or perhaps only for a moment. But God places them in our lives for a reason and their purpose can be profound.

Betsy White was one of those special people who touched my life in a very profound way. When I first met Betsy in the mid 1980’s she was a Senior Property Manager for the Irvine Office Company, managing some of the nicest, most expensive high rise office buildings in all of Southern California. Her office itself was extraordinarily beautiful overlooking Fashion Island in Newport Beach. On the other hand, I was a long haired, 25 year old kid, who just started his own business selling lighting supplies out of the back of a pickup truck. We could not have been more opposite in our career positions, she at the top of her field and me just starting out.

It was intimidating just to enter the building where Betsy worked. I felt out of place among the high class movers and shakers of the Commercial Property Management world, but when I sat down for my first meeting with Betsy, it was a magical moment. She never stopped smiling! She was warm, funny and engaging. She treated me like I was more important than she was; allowing me to tell her all about my company and products, never interrupting me, never rushing me or acting like she was too busy or too important to listen. By the time I left the building, I actually felt like I was somebody special. That was just one of the gifts that Betsy gave to people. She made everyone around her feel special.

The other gift Betsy gave me was the inspiration to create my Monday Messages. Betsy was the original “Monday Message” person, although she didn’t call it that. What she did back in those days was to fax a funny cartoon every Monday to every vendor she dealt with. She told me she knew her vendors had a tough job keeping all of her buildings operating at such a high level and she knew it was stressful, so she wanted everyone who worked with her to start their week out with a laugh.

Whenever I think about Betsy.… I smile because I can picture her in her custom built wheelchair, wheeling over to her fax machine one more time to send out another goofy cartoon on Monday mornings. You would have never known she was sick with Multiple Sclerosis because she never mentioned it, never complained and never stopped smiling. When I heard she had passed away it tore my heart out.  I sat down and cried but I knew she wouldn’t want that. So I tried my best to smile and remember how she touched my life and made a struggling young salesman feel like he was the king of the world. Betsy, if you’re reading this please know that you touched my life and this week’s message, as well as every other message I have ever sent out, was inspired by your wonderful example!

 



Whether or not we realize it each of us has within us

the ability to set some kind of example for others.

Knowing this would you rather be the one known

for encouraging others, or the one who inadvertently

discouraged those around you?

~ Thomas Kinkade

Hunger Games

Recently I went to the hospital to get an upper endoscopy performed on my throat and stomach. The procedure itself isn’t so bad because they put you to sleep while they do it; the bad part is you have to fast beforehand. By the time I got home and was finally able to eat, I had gone nearly 24 hours without food or juice of any kind. It was an uncomfortable feeling to go without food, but not a strange one. I have been hungry before.

 

When I was 17 and still in High School, I was living on my own. My Dad had retired from the Marine Corps and he and my Mom moved to San Francisco where he landed a new job. I stayed behind to finish High School and lived in a small plywood shack on a neighbor’s ranch. I worked part time for the Rancher earning just enough to get by, but at one point the rancher went on a long vacation so there was no work for me and therefore no money. I got by for a few days eating english muffins and peanut butter, but that quickly ran out. I wrangled myself dinner with a friend’s family one night but I was embarrassed about my situation and too proud to ask for any additional help.

 

What little money I had I used to fill up my car, so I had a full tank of gas but an empty stomach. It felt really bad to be hungry and I became desperate so I drove into town one evening remembering that a kid in one of my classes worked at the local KFC restaurant. I waited until closing time and then asked if I could help him clean up in return for some food. He asked me why I didn’t just go home to eat and I explained about the shack and running out of muffins and I think he took pity on me because he allowed me to come by every evening for the next few weeks and help him close in exchange for a couple pieces of chicken.

 

I believe that short period of hunger really helped to shape my life. It forced me to become a stronger more resourceful person at a very young age. I also learned about the kindness of strangers and how good it feels to help others. I guess all of us have times in our lives when we are on God’s anvil because he is busy shaping us….and if we let Him shape us properly we will not only become stronger people, we will also become more compassionate for others in the same situation. Not only do I never want to go hungry again, I don’t want others to go hungry either.

Before looking for something to eat and drink,

we should look for someone to eat and drink with.

              ~ Epicurus

This poor guy has been waiting way too long
for someone to eat and drink with!

Note: If you are interested in helping feed the hungry and homeless...go to  http://www.sco-oc.org/  which is home page for The South County Outreach and check out their upcoming event called "Hungry Bowls".

People and Patience

As a business owner and a salesperson I have always had to do a lot of driving. Over the years I have learned to be patient and stay calm, but a couple of weeks ago I really blew it. I was in a bad mood and ended up being very rude to another driver, taking their parking spot. I don’t know what got into me but I immediately felt bad and regretted it. I instantly knew I made a mistake but there was no way to correct it because the other driver was gone. (What in the heck is wrong with me!)

On Friday morning this week, I was headed to work and the traffic was really heavy on Bake Parkway as I neared my office. There was a black pickup truck up ahead and I noticed that a small car changed lanes suddenly right in front of him and then changed lanes again to get into the left turn lane. The guy in the black truck was obviously angry because he laid on his horn and stuck his middle finger out the window. It seemed like a ridiculous response for two reasons, a) the car that cut in front of him didn’t slow him down because it didn’t stay in front of him and b) since he kept his “gesture” going as he passed by a dozen cars in the left lane, it seemed like he was giving every single person turning left the same single finger salute. I laughed about it… but only for a second…because it reminded me of my own rude behavior.

On that same Friday evening, I was headed home from work and the traffic was really heavy on Coast Highway in Dana Point. Again there was a pickup truck (a white one this time) directly in front of me and we were both stopped behind about 30 other cars at a stop light. Way up ahead I could see that somebody was trying to pull out from a shopping center onto Coast Highway but none of the cars in our lane would let him in. The light turned red again and as I sat there I noticed the white truck had a bumper sticker that read, “Pacific Coast Church – San Clemente”. I had planned to let the guy from the shopping center pull out in front of me (now that’s my normal behavior!) but the guy in the white truck beat me to it. That made me smile and restored my faith in my fellow man…and myself.

I know in my heart that I always want to do the right thing. But I also know that I am human and therefore I will make mistakes. However, if I can learn from my mistakes then hopefully I can cut down on them in the future. What I learned last week is that whether you do the right thing or the wrong thing you’re going to have to live with it forever...and living with regret is no way to live!  

Patience is something you admire in the driver behind you

but scorn in the one ahead. 

                                                                   ~ Mac McCleary                                                             

The Rose

When I was just a young boy, around 10 or 12, I started having a recurring dream. The dream was about a dark haired girl who was standing in front of our house near a planter filled with roses. She was really cute and really fun and always smiling. In my dream her name was Debbie. I am not sure what the rosebushes had to do with it, but they were beautiful and so was she. I must have had that dream a dozen times and I couldn’t stop thinking about her even during the daytime. I can still remember that dream today like it just happened.

Fast forward 46 years later. I dated a lot of girls over the years, got married way too young and divorced way too late, but finally met and married a dark haired girl named Debby. (Okay so I didn’t get the spelling quite right in my dream, but I was close!) I have been in love with her for over 20 years and count my blessings every single day. It took me a long time to find her but it was worth the wait. I am amazed that I actually ended up marrying the “girl of my dreams” but even more amazed that she loves me back. I am not saying our marriage is perfect but our love for each other is… and we show it to each other every day.

On Tuesday Debby attended a lunch at Nick’s Restaurant in downtown San Clemente. She went with a small group of friends and asked me to pick her up afterwards. I arrived a little early and decided to find a florist and buy her a rose. I am not sure why I did that because as I am leaving the florist and walking down the street with one long-stemmed rose in my hand…I am getting all kinds of funny looks from people. I know what they’re thinking, either I screwed up and need to make amends or else I am on a first date trying to make a good impression. Either way I got some funny looks and started thinking maybe the rose wasn’t such a good idea.

I was still early, so I sat down on a bench in front of the restaurant and waited. Finally Debby came out, walked right by me without noticing me, and started down the street. Here I am embarrassed about people seeing me with a rose and yet the one person I bought the rose for, couldn’t see me even though I was only two feet away. (I probably should have bought a whole bouquet of roses…then she would have noticed me!) Anyway, when I caught up to her and handed her the rose, she smiled at me in the most wonderful way, her eyes glowing, her dimples showing and I swear I fell in love with her all over again. At that moment I felt like I was back in that dream admiring the cute little girl with the dark hair standing in front of the rosebushes. I wrapped my arms around her, kissed her deeply and couldn’t care less about what anyone who saw us was thinking. If you are lucky enough to be with the woman (or man) of your dreams, let them know… and it will grow… just like a rose!

 

Some say love, it is a river, that drowns the tender reed.

Some say love, it is a razor, that leaves your soul to bleed.

Some say love, it is a hunger, an endless aching need.

I say love, it is a flower, and you it’s only seed.

                                                   ~ Bette Midler, “The Rose”                                                         

Tears of the Heart

Sometimes going to the Dentist can bring a person to tears, but last week just the opposite happened. When I went to see my Dentist, I actually made him cry. It surprised me because I didn’t mean to do that, I just wanted to share a story with him. I guess it was a story that touched his heart.

 

If you have been reading my Monday Messages for a while then you know the story of Mrs. Pao Chi Chen. She is the elderly Chinese woman that I ran over with my truck in a parking lot last year. She was hospitalized for months and nearly died, so it was one the worst things that ever happened to me in my life (and to her in her life). And yet God showed me how it was also one of the best things that ever happened….for both of us. I still see Mrs. Chen every week. We go for walks, or out to lunch or to local museums and have a deep friendship that will never end. She was lonely and needed a friend…and I needed to be reminded not to take life for granted.  

 

There was a singularly defining moment for me in the Mrs. Chen story and it had to do with the Bible. I had been reading the Bible faithfully every morning for years, but failed to read it that fateful Friday. I don’t know why I didn’t read it, but as soon as I got home from the hospital I opened it to the page where I left off the day before and read, “With God there are no accidents. There are only incidents designed to draw us closer to Him”. Reading those words brought a flood of tears from my heart that night as I prayed for God’s help to heal Mrs. Chen and to heal my broken heart as well.

 

Obviously God answered my prayers so that is why I sometimes share my “Mrs. Chen Story” with people that I meet. I don’t share it with everyone because it’s deeply personal and still hard to talk about, but when the moment feels right I will sometimes speak out in the hope that I can touch another person’s heart in a good way and possibly bring them closer to God as well. I don’t mean to make them cry but sometimes tears are the best words a heart can speak!

The soul would have no rainbow had the eyes no tears.

                                                         ~ John Vance Cheney