Tag Archives: Whittier Area Community Church

Extending Customer Service Through Interactivity

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Handwriting on the Wall Proved to be Great Customer Service

Today’s post is about a great customer service example that I experienced just yesterday.  As it was Sunday, my normal routine is to wake up and promptly go to church.  I did that even though I was bit sleepy from coming home from curling the night before at 2:30 AM…I was sort of three-quarters alert. However, I quickly woke up during the service when Pastor Bill Ankerberg told us that he was letting us out early to go write on the walls of the new entry! My own mom never allowed me to do that!

THE POWER OF SHARING

My church, Whittier Area Community Church, is finishing up a three-year building project in a month or so.  The last phase is the construction of our entry way.  This area has been walled up since Christmas so this was the first time we could walk in the space.  Over this week the walls will be painted and the floor carpeted, so our messages will be hidden from site. I guess you could say this is a new way to look at a time capsule.

But, to me, this was a wonderful example of customer service and marketing creativity. I thought it was absolutely brilliant. What a genius way for us, the congregation, to become invested in the building in a personal way. To have the ability to put our mark on this landmark and tell our friends and family about it for years to come – this experience can’t be replaced.

AN EVERLASTING MARK

Our marks are there literally until the walls come down.

For the mere cost of purchasing a few black Sharpies, over 3,000 people became connected with a project that will potentially last their lifetime. I wish I could show you the images and the words written. They were as diverse as the authors. Kids, teens, young adults and seniors all took part. There were cute “child-like” drawings, beautiful images of crosses from true artists, signatures with dates, and inspiring words.

The Author Cementing Her Words in this Interactive Marketing Experience

This opportunity was just too good to pass up. So I had to put my words to the ground.

I chose to write my words at a spot where people will enter and exit. And what did I say?

I didn’t want to use my words, but God’s. I knew His words are everlasting and well, mine don’t measure up in that same regard.

I left behind this thought.

The LORD will keep you from all harm—
he will watch over your life;
the LORD will watch over your coming and going
both now and forevermore.  Ps 121: 7-8

What a wonderful way to extend The Experience.

Perhaps you can apply this idea to something you are building.

Cindy

 

 

A Randy Smith Experience – Linchpin Series

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Randy Smith Experienced Life to its Fullest

(This post is the fourth in a series I have produced under the Linchpin title. The Linchpin philosophy is based on Seth Godin’s best-selling book, Linchpin. Linchpins are those people who make a difference in your life.  It is my hope that we all are Linchpins to others during our lifetime.)

Throughout my career I have produced numerous events – some global like the Prime Time Emmys and others local like food drives at my church. Each had strategy attached, but not once did I ever ask myself what the experience of the event should be. I guess I planned around that by asking myself what kind of tone the event should have, what type of services are needed and what personality the event was going to convey. But I never thought about the experience until now.

Last weekend I attended a celebration of a friend’s life. This celebration service was for my friend Randy Smith who managed the IT department at my church, Whittier Area Community Church. Since my expertise is in communication, it wasn’t long before I started working with Randy when I volunteered on projects. From the first day I met him, we hit it right off away and he quickly became one of my few “tech” friends. As a another dear friend Amy Kimes mentioned at his service, Randy was one of a kind.

Randy was a rare person for he was highly skilled in technology. But, he also was extremely creative and loved organizing events.  As such, one thing that he always emphasized in event planning was “It was  about the experience.” I learned about this important statement at his funeral on Saturday and thought I needed to remember that in every aspect of my life.  Then on Sunday, marketing guru Chris Brogan wrote about the importance of the experience.  It was just like Randy to be ahead of the curve.  He beat Chris Brogan to the punch.  And since these two early adopters mentioned the importance of experience, I knew it was a message for me as well and one that I should heed and not forget.

This post is about the experience of knowing Randy Smith.  I am honored to have known him and to have called him a friend.  He impacted so many lives during his short time here on earth and the tools that he taught all of us “his students” will stay with us as a lasting memorial.  He lived a large life by how he lived it for he lived for others. He was a master at finding solutions to problems and he was a true visionary. Because of how he “lived” and “carried” himself  I truly believe he was the definition of social media before it was even penned. For Randy always listened before he spoke. He loved connecting people and received such joy when he was able to spread content to others whether it was through Constant Contact, websites, video seminars, The Tournament of Roses telecasts or retreats.  He believed in “open source” and shared his knowledge with anyone that asked. He never held back his wisdom. He was always behind the scenes and happy to do so.  He loved gadgets, music, food, helping others and his dear precious daughters and family.

Randy Smith Loved Providing Solutions

He was a strong believer and so I know when he entered those pearly gates God probably asked him about “the experience.” Knowing Randy I’m sure he said he did his best and tried to be helpful whenever possible and that “his experience on earth” was fun.  And then I know he heard the words we all yearn to hear from God when it’s our time “Well done, my good and faithful servant.”

Randy – thank you for all the help you provided me through the years. You opened up the Internet for me and made it become a “fun” playground and less scary.  It is largely due to your influence that I am able to dream about the many possibilities that are available to us to use our voices and time to make a difference in the world. You made a difference in mine.

For yes, life is about the experience.  How would you rate your’s? That’s a great question we all should ponder.

Joy to the Media

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Jobless since June, Brian and Salena Smith currently live in the garage of Salena's mother with their two children, Isabella, 4, and Nathaniel, 2, and what possessions they could fit. Photo Credit: Dan MacMedan USA Today

As a member of the media, I’m often having to defend its merits and at times, it is a bit hard to do so when sensationalism runs rampant and ethics are called into check.  But, last week, I got a great personal Christmas present – all due to the goodness of the media.  This post is for everyone out there who is a bit jaded about the goodwill of media. It’s for those who have turned off their evening newscasts and stopped reading the newspapers because they are sick and tired of hearing about horrendous acts of violence.  This is a story that you will love — so sit back and enjoy this delicious cup of egg nog.

PR GOODWILL TOWARD ALL MEN

A couple of weeks ago I was able to help Cathy Lynn Grossman, a reporter at USA Today, find interview subjects for a cover story she was writing about joblessness at Christmas time. She was specifically requesting to talk to a husband and wife who both had lost their jobs. She also wanted to speak to church pastor who is involved in helping those unemployed.  I was thankful that she called me for I was able to connect her with my church, Whittier Area Community Church and also with Tim Tyrell-Smith, a national career development expert. From there, she was able to create her piece about being without work during the holidays.

THE POWER OF THE PRESS

The cover story ran Wednesday, December 22 and you can read it here, however, this post is not about the article… it is about the power of the press. For you see, from that article, the featured couple, Brian and Salena Smith, were rewarded for sharing their story with the world.  Within hours of that paper’s delivery, calls were received at both the church and USA Today’s offices from compassionate readers who wanted to financially help the couple.  People specifically contacted these organizations and made personal donations to this weary family.  When I heard this news the following day – I cried tears of joy for I had forgotten how much good can come out of what we do. I think I too had become jaded for most of my past PR experiences have been centered on raising ratings for television shows.  I had never experienced helping to raise the spirits of those less fortunate.  How incredibly wonderful that some concerned citizens in states outside of California shared their wealth with this family of four during the holiday season.  All because of a newspaper article. How wonderful is that! These simple acts of kindness restored my media soul.

I needed this good news about the “news” and perhaps you do too.

Merry Christmas and Happy New Year to ALL,

Cindy

Volunteering on Purpose

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Church was out in the Community This Past Weekend

Please forgive me for being a bit preachy today…but, in addition to presenting posts about the public relations industry I do like from time to time to write about things in my life that make me a better person. And this past weekend was one of those examples.  And it’s best described in the first two paragraphs of the national best-seller by Pastor Rick Warren, “A Purpose Driven Life.”

If you are reading this post and want to stop, please don’t.  I promise that the message will benefit you no matter your religious views or what you think of Pastor Rick.  But, his opening salvo, is right on for everyone.

“It’s not about you.

The purpose of your life if far greater that your own personal fulfillment, your peace of  mind, or even your happiness.  It’s far greater than your family, your career, or even your wildest dreams and ambitions.  If you want to know why you were placed on this planet, you must begin with God.  You were born by his purpose and for his purpose.”

What really gets me is the first line- “It’s not about me.” And here’s why.

For those of you who personally know me, you are aware that I am in transition.  My career has been interrupted and I believe it has for a reason.  Due to this break in the action, I am becoming a “richer” person by being able to receive additional training and being able to devote more time to others.  I am learning “it’s not about me.”  The stuff that I am learning for me, I now want to share with you, my loyal readers.  I am learning that my education, skills, talents and experiences are not only intended for me, but they are meant to be shared with others who in turn will do the same and continue to help others.

If you happened to catch Bret Michaels (The Celebrity Apprentice, Lead Singer of Poison) on “Oprah” last week you heard him talk about the only things that mattered to him while he was in the hospital with a potentially life threatening brain hemorrhage. He said the only thoughts he had in his mind were of his family and loved ones.  That’s who he wanted nearby.  At that crucial time, he wasn’t focusing on his accolades or how much stuff that he owns or how big a celebrity he is….at the core…all that mattered was his family and that thought became real to me just this morning.

Bret Michaels understands life's true precious gifts. He's holding one in his arms - his daughter Raine.

For you see, for the last five years my church (Whittier Area Community Church ) “kicks” us out – yes it actually closes its doors and offers us volunteer projects to sign-up for to help the community. These projects cover a wide range of objectives from landscaping public playgrounds, feeding the firefighters, painting teacher’s lounges, fixing up a pregnancy clinic, repairing computers to helping single moms with odds and ends.  There’s something for everyone.  And my projects this year were not my typical – it was a great feeling stepping out of my comfort zone.

Thanks to my mom’s prodding I joined her for a project that scares me to death – we visited the neighborhood hospice homes and provided singing to the patients there who literally come to this wonderful home/hospital for their last breaths. Everyday the staff there deals with how to make people’s lives the most comfortable as possible as their lives on earth end.  They are there for the patient and the caretakers. They are angels.  So, a group of volunteers gathered in the living room of this house and we sang.  It’s well documented that the last sense to go is hearing and I know that to be true for I experienced it with my father.  So as we sang songs like “Amazing Grace,” one particular family member of a patient came out and told us that our singing made her unconscious family member smile.  And that smile was the best gift to the caregiver as well for who doesn’t want the best for the people whom you love who are in pain.

The point I really want to make is — I received much more than that patient did in return. That smile made me feel like I was born for a purpose and my life has purpose. All it took was me spending one hour out of  the year when it wasn’t about me.  I shed so many tears during this project for I sensed how precious life really is and at these times, when someone we love is passing that everything else in life is so unimportant.  Things like the economy, unemployment, the oil spill, bills, etc.  What matters is exactly what Bret Michaels said-it’s our loved ones.  You want them close, they are all that matter and if you can bring a smile to their last moments….is there anything better?

After we concluded with visiting those patients we then stopped by a local transitional housing facility and meant some more incredible people.  Although we all come from different walks of life and circumstances, we all face obstacles and hurdles and trials.  And it’s far easier going through them with others by your side offering support than alone.  We sat in a circle and supported one another and we just talked. We shared our concerns and prodded each other on, providing encouragement and a dose of hope.  It was great medicine for everyone.

I’m going to be extremely honest here now and say…my biggest worry about getting my next job is that I don’t want it to consume my life like it has before. I was recently reminded of this when I attended my industry’s convention last week. The entire time I was there I listened to those walking the floor and all I could hear non-stop was everything about work, work, work-I don’t mind talking business, but I also like to talk about things in life too.  Don’t get me wrong-one should put in a the work required for the job….but, for me, in my next job I don’t want to loose the power behind making someone smile alongside the work.  For “it’s not about me.”  It’s about making a difference in others lives…even if I only do it once a year when my church closes its doors.

This weekend was life changing, in a good way.  My hope is that it inspires you to do volunteer as well.

I’d love to hear your thoughts on volunteering.  So many people do remarkable work as volunteers and I’d love for you to share.

Thank you for allowing me to tell you how “Serve Weekend” impacted me, making me a better person.

Cindy

Linchpin #2 – Dr. William Ankerberg

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An Inspiring Leader and Life Changer

Dr. William “Bill” Ankerberg has been my pastor for over five years and without a doubt his teaching and leadership at Whittier Area Community Church (WACC) has changed my life for the better in many ways.  I have attended many churches (all sizes) in my Christian journey, but, none have come close to impacting my life as WACC.

What makes this church body so different?

Without a doubt it is its leader – Pastor Bill.

Here’s why.  He makes each one of us who hear his words or those who know him better human beings.

“A good objective of leadership is to help those who are doing poorly to do well and to help those who are doing well to do even better.” - Jim Rohn

And here’s how he’s been able to do that.  He lives his life transparently from the pulpit, office and home.  He lives his life honestly and has a God-given ability to understand where people are at and just loves them no matter their spiritual level. When you are with him, you immediately feel accepted and not judged – which is a huge accomplishment coming from a Pastor of 4,000 attendees.  He’s like the perfect Dad.

He’s kind. He’s generous. He feels for those who are in need. He wants to make a difference and as such, he’s teaching us those things.  The mission statement for the church is really his mission statement – Follow God + Love People. He loves his God and is obedient while loving people.  And he especially loves providing for people.

I have to admit that I was a bit more shallow of a person before I came to WACC, but, through the church’s teaching I have become more generous, more helpful to others, less self-centered, more God loving, considerate, kind and even more innovative in my thinking.  I’ve also changed my priorities in life from not pursuing my own best interests – but, trusting God’s plan for my life.

And I can fully say I’ve made these changes, because Pastor Bill gave me great opportunities to learn how to through endeavors he has put forth from the pulpit.  Here’s a short description of some events that helped me grow.

*Serve Weekend - One weekend a year the church shuts its doors so we can go out into the community and provide services for others in need. The church pays for all the necessary tools and equipment and off we go helping in over 100 projects.  In my time there, I’ve fed the firemen, washed police cars, packed up supplies for soldiers and painted new lines on an elementary school playground.  This event has changed my life and made me more civic minded.

We fed local firemen for an entire weekend to say thanks.

*Homeless Shelter – Our church assists in helping the town’s cold-weather shelter by providing meals to 40-some homeless adult individuals.  I’ve had the pleasure to lend a hand serving them a warm meal and have met some wonderful people who are trying to turn their lives around.  This event has opened up my heart more to others.

*The Malawi Miracle – The Malawi Miracle is an event that I will be proud of my entire life.  Because of Pastor Bill’s heart to help those in need, he wanted to help build a pediatric hospital in Malawi at the African Bible College.  His daughter recently ministered there and when she asked her dad if we could build a much-needed hospital in that location, he thought we could. He originally thought it would only take $60,000 to build it to help the people in the poorest nation of the world.  So he decided that he would donate our Christmas offering to go toward building that 40 bed hospital. He implored all of us to give as much as we could sacrificially.  Previously, the most our church has ever raised during Christmas was $27K. So we needed a miracle. And then we heard that it would take over $106,000 to build the AIDS hospital.  We needed a mega-miracle.  But, the people responded. They gave up Christmas presents and vacations. They sold jewelry, lemonade and cookies.  They gave up physical therapy.  And what was the final number? The church members gave over $500,000. It’s a miracle I will never forget and a project I am proud to say I was a part of.  To see a video created by Bono and Willow Creek Church about this Miracle, click here.
I could go on and on about him.  But, there just isn’t enough time…but, here are few other top line points about him that makes him so inspiring.

*He loves current events and the media. He frequently goes to the movies and always starts out the sermon with something ripped out of the pages.  This trait makes him so relatable to others.

*He answers his email quickly and is someone who is extremely approachable.

*He loves to learn and learn from others.

*He gives up his pulpit from time to time to give experience to other pastors on his staff.

*His management style is team leadership. He doesn’t micro-manage and supports good ideas.

*He stands by his word and is a man of integrity in all he does.

*His sermons are honest – he never asks us to do something that he doesn’t have to do himself.  Just take a look at this recent sermon when he told us how difficult marriage is even when you’re a pastor.

I am a better person with Dr. Bill Ankerberg in my life.  If you are reading this and do not live near Whittier, you can still learn from this wonderful man by visiting WACC.net or by dropping him a email and telling him hello.  Any communication  with him will change your life.

Thank you Pastor Bill for your support and love!

Best,

Cindy

This post is a second in a series I have produced under the Linchpin title. The Linchpin philosophy is based on Seth Godin’s best-selling book, Linchpin. Linchpins are those people who make a difference in your life.  It is my hope that we all are Linchpins to others during our lifetime.