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| I know that you’ve been involved with Make-A-Wish for decades, and it’s an amazing organization, but I’m not sure why you made such a big deal about the recent Texas Gulf Coast & Louisiana chapter ’s dedication of its building. I appreciate that you were part of the planning group, but with all due respect, it’s just a building. |
| I don’t expect you to remember that it all started in 1980 when Tommy Austin wanted to do something special for a young boy, Chris Greicius, who was battling leukemia and wanted to be a policeman. That wish became a reality and the start of The Make-A-Wish Foundation. |
| That story has always inspired me as it makes you realize the difference that just one person can make. But the building wasn’t named after Chris or Tommy, so I’m still confused. |
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| You just said it yourself. Because one person CAN make a difference. The building is now officially named after Teresa “Teri” Andrepont because when she was hired as President and CEO, our chapter was a fledging organization – not only struggling financially, but its future was uncertain. Fast forward 29 years to when Teri retired, and we were one of the most successful chapters in the nation, maybe the world. |
| Wow, talk about a dedication being made because of one individual’s incredible dedication. Pun intended! But it helps that Make-A-Wish is such a well-known and highly respected charity, although I realize that might not have been the case when she started. Regardless, it gave her the opportunity to have a wonderful career. |
| I joined the Board not long after she was hired and have been involved ever since. This was not a career for Teri – but a passion and personal commitment. She was more than a leader; she was a visionary. She not only saw the power of a wish, but also how Make-A-Wish could be an important part of the community. And, it was contagious. |
| I’ve always wondered where your passion for Make-A-Wish came from. |
| It may have started at a golf tournament benefitting Make-A-Wish, but it was Teri’s passion and unwavering dedication that made us all want to do everything we could to support her. |
| OK, I know it’s an understatement to say you have a strong personality, but I can’t help but wonder if there were ever times you disagreed with Teri or wanted to suggest different ways of doing things. |
| I never have a shortage of ideas or suggestions. Or even questions. What I always respected about Teri is she would hear me out (and vice versa), and I knew she always did what she genuinely felt was best for the chapter. But, as you have heard me say many times, there are many roads that will take you to your final destination. |
| Oh yes, I have. And clearly, your and Teri’s goal was the same … to make the chapter as successful as possible and to grant as many wishes as possible. |
| Exactly. At first, it meant getting the chapter out of debt. I will never forget the Board meeting when Teri was concerned that she could not meet payroll. And, we only had a few employees. I remember that every time I look at our financials, and although we are on solid footing, it is important to remember our humble beginnings and what it took to get here. |
| Looking at the chapter now, it’s hard even to imagine things were ever that dire. |
| I know. But, that is because of Teri. And, it did not happen overnight. As we grew, so did our need for more office space. We started in a small donated office in the west part of Houston, and later we bought a small home we called “the cottage” near the Medical Center. When we outgrew that, Teri found our current building, which was once an Ethan Allen furniture store. |
| I love the layout of that building and walking through it. Each different area tells stories of hope and joy, especially the “Bald is beautiful” wall. But I can’t imagine how you decide which wishes to feature. There must be thousands of them. |
| We are quickly approaching 10,000 wishes, of which 8,261 were granted under Teri’s leadership. But, there are 250 wishes that truly impress me. |
| Seriously? You keep track of that? |
| No. When we started working on the building dedication, I learned something new about Teri. During the 29 years she was our CEO and President, Teri and her husband, Jim, volunteered to grant 250 wishes. |
| So, that’s on top of everything else she did?! I think that says it all. |
| And, explains why the building is dedicated to her. So, do you still think it is just a building? |
P.S. – Watch the video in honor of the building dedication and decide for yourself ...
| Why does everything have to be such a struggle? Even a simple phone call to a doctor’s office. I don’t know whether it’s because I’m tired or getting older, but I just don’t have the time or the patience for this. |
| Me, neither. |
| Do you mean this conversation? Or are you agreeing with me? Which, although nice, doesn’t make sense, as you don’t even know what happened. |
| I listened to what you said and suspect something that should have been simple became a production. I do not need the specifics to understand the concept. |
| Well, at least you’re listening. Which is part of the problem. |
| OK, now I need more information. |
| I used to think that the phone systems where you call a company and get automated prompts were the worst thing imaginable, as I wanted to speak to a human. Now I’m not so sure. |
| Yes, they can be very time-consuming and frustrating, but there are ways to bypass the system. |
| Thanks, but the problem started once I reached a real person. I don’t think people listen anymore. |
| I agree with that, too. Or, maybe you do not get to the point quickly enough. |
| Fine. A few months ago, I got a bill for my annual physical, and it included an item I shouldn’t have been billed for. But it was during the holiday season, so I got busy with other things. About a month later, I called the office, and after spending quite a bit of time going over everything, I thought it was resolved. |
| Let me guess; it was not. |
| Not even close. I received a letter from a credit collection agency! Which led to having to start all over again with a different person in the doctor’s office. Hopefully, it has been resolved this time, and I’ll get a corrected invoice, not a second letter from the collection agency. |
| You do realize you could have paid the uncontested amount at the start. And, FYI, the collection process is probably another automated system the doctor’s office uses. |
| I was looking for sympathy, not advice, but I should’ve known better. Anyway, the whole thing is ironic. I know that I’m always saying that with everything being automated these days, I want and miss dealing with people. And then it was people that created this problem. |
| Technically, technology and automation caused the problem. But, whoever handles “customer service” should have been able to fix it. This means businesses need employees who are knowledgeable, good communicators, and problem solvers. |
| At the risk of being old-fashioned, is it too much to want them to ask, “Can I help you?” and mean it? |
| “Can” means having the ability. And, is a separate question from “May I help you?” which reflects the desire the help. Both are required. |
| I’ll ignore the English lesson, but that’s what Home Depot does! They hire people who are knowledgeable about the products, and they’re always happy to help. In fact, they’ve often walked me clear across the store to help me find something. I remember trying to buy a new toilet, which somehow became complicated, but the store manager went above and beyond to make everything right. Bottom line, and this may sound crazy, but they take pride in helping customers. |
| That started at the top. It was how the company was built. They wanted to be a big business that offered the expertise and service of a small hardware store. When the chain first started, they stacked empty boxes on high shelves to give the illusion of being bigger than they were, but provided training for their employees to make sure they could help customers with most home repairs or improvements. |
| Impressive, but it must be expensive to train everyone. |
| It is an investment. And, reflects priorities. But, not all jobs require that level of training. It is about mindset and perspective. Each employee that interacts with a customer has the power to make the experience a good one or a bad one. Customer service should be more than a stand-alone department. |
| I remember when we were “teaching” at KIPP Houston High School, and you explained to the seniors that taking pride in how you do your job, regardless of what it is, doesn’t “cost” anything and doesn’t require special training. And is a great way to stand out in today’s workforce. |
| When I was in corporate, I told my employees the same thing. |
| Do you remember when you interrupted the manager’s meeting at the table next to ours at Pappadeaux’s Seafood Kitchen to say that same thing? I bet that was the last thing they expected to hear from a customer. |
| I could not help myself. Although it had been years – no, make that decades – since I worked at the Strawberry Patch, one of the Pappas’ first restaurants, I still remember the manager, Steve Sims, explaining that the hostess is the first employee the customer would meet and that they set the tone for either a great start or a bad experience. Each person, no matter what their job, is an important member of the team. It has stuck with me all these years. |
| What a powerful but simple lesson. However, I have a hard time picturing you working in a restaurant. |
| You would have an even tougher time if you saw the uniform I had to wear. Luckily, there are no pictures. |
| Are you sure? Maybe I should call their customer service. |
| Maybe you should not … |
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