billhamp

March 6, 2013

So for the last year I’ve used Evernote pretty extensively. It’s a fantastic tool for filing. I’ve used it for everything from vacation planning to managing my rental properties. Great product.

The other day Evernote had a security breach. This isn’t a big deal. Unfortunately, companies are regular targets of hackers. However, what it exposed about Evernote’s Customer Service has been a big deal. I’ll tell you my situation and hopefully you can learn something about how your business serves it’s customers.

Here’s my specific situation:

Due to the security breach, Evernote resets all customer passwords. You have to go sign into your account and then reset the password. Makes sense. However. . .I have been automatically logged into my account for over a year so I don’t remember my password. No problem, just click on “Forgot Password” and it will email me instructions.

Problem – The email associated with my account is apparently an old email that I no longer have access to (even though I receive emails from Evernote often) Once again, no problem. I’ll just go to Evernote’s Customer support page and let them know my situation.

First, I would actually love to call them and just take care of this real quick. No Can Do. No number. . .anywhere. Ok, I’ll submit a ticket. I go through the process and submit a ticket. I immediately get an email back telling me about the breach and then, in regards to my ticket it says. . .

Someone will be responding your request as soon as possible, within the order it is received, in accordance with your Service Level Agreement (One Business day for Business/Premium users, as received for Free users.) Please ensure you have contacted us from the email address on file with your account.

A) I’m a free user. So basically, they’ve told me, we can’t tell you when we’ll be in touch. Could be a day, could be a year. We’ll get to you when we get to you. B) the email address you have on file is why I’m contacting you. I can’t access it. Which is why I can’t reset my password, which is why I can’t use your tool which I’ve used for a year.

So now, I’m left feeling that I have no idea when they’ll help me with my problem and since the email I’m submitting with the ticket is not the email they have on file for my account I’m wondering if my request for help is just getting dumped into a “no respond” file.

B/c of this concern I’ve reached out on Twitter twice. No response.

Hear me on this. . . Ultimately, this is my fault. I didn’t keep my personal information updated. However, b/c they have made it so difficult for me to reach out to them they have taken a very satisfied customer who has told many people about them benefits of their product and turned me into an unsatisfied customer.

Just like that.

That quick.

An automated email with text that basically tells me, “No email on file. . .we may be in touch. . may not. . we’ll let you know” and No acknowledgement on social media.

I find it hard to believe that I am the first customer with this problem. Which would lead me to believe they would have an option for a quick fix for me. Nothing.

Thoughts for your business:

Have a phone number. Somewhere. Even if I had to pay to get my issue resolved I would. (since I’m not a paying customer) Make it cost me if you have to but let me get in contact with you somehow.
Respond on social media. If you’re gonna be involved. . .be involved.
Don’t send automated replies that try and look personal but with language that tells me you clearly have no interest in your customers problem.
Send clear guidelines. If “on an as received basis” means a week. Tell me. Give me an idea that you know I’m here.
What if I never hear back from you? Do I just keep submitting tickets? What is my next support option if this doesn’t work?

So, there you go. My rant / lesson for the day. Man, I hope I figure this out soon. Spring Break is around the corner and all my plans are IN MY VACATION EVERNOTE FOLDER!!!!!

Am I old?

billhamp

March 5, 2013

So the other day Amanda and I were invited to a fundraiser for Hope House International. A great organization that supports the adoption of Ukrainian orphans. We had an amazing time at this first class event. As part of the program Lee Greenwood sang his signature song, “God Bless the USA“. With a full choir and orchestra behind him it was absolutely amazing.

The next morning I was flying out on a business trip with a guy who will remain nameless. Let’s just say he’s a few years younger than me and I work with him on a daily basis. I was telling him about this event, what a great job Hope House International did and then I told him that Lee Greenwood sang “God Bless the USA” and totally killed it.

Nothing.

I could tell by the look in his eyes that it wasn’t impressive to him.

Me: You know, Lee Greenwood. . . “God Bless the USA”?

Him: mmmm. . . Nope. I mean, I know the song but never heard of Lee Greenwood.

Me: (I can’t spell the look of shock I had on my face)

Lady in front of us overhearing our conversation turns around: I can’t spell the look of shock on her face.

Me: Are you serious?!!!!! Lee Greenwood?!!! God Bless the USA!!!!

Him: Yes, I heard you. I know the song but never heard of the guy.

Me: So sad.

So, this morning my daughter and I are driving to school. I’m talking to her about this article I read in The Tennessean yesterday about it being the 50 year anniversary of the plane crash that took Patsy Cline’s life. I expected her to have heard of Patsy Cline but not much more than that. Just that the name would ring a bell:

Me: Have you heard of Patsy Cline?

Syd: No.

Me: Crazy. . .(I sing it)

Syd: No.

Me: I Fall to Pieces. . . (I sing again)

Syd: No.

Me: Well, honey, Patsy Cline, George Jones. . .these people are like the foundation of the Grand Ole Opry. You live in Nashville. . .you need to know these things! They’re the classics!

Syd: Nothing

We keep driving and then she says, “Wait!”

What?!!! Could we have a breakthrough?!!! Somewhere in her brain did she just remember? She speaks. . .

Syd: “Is Patsy Cline the one with the price tag on her hat???”

Me: No Honey. That would be Minnie Pearl. But you’re close. . . kinda.

Where did I go wrong? Am I just old???

Travellin’ music:

billhamp

February 28, 2013

What was your travellin’ music growing up?

I grew up about 45 minutes north of Detroit in Waterford, MI. Every year we would drive to South Florida for Spring Break. It was the best. So exciting as we would get ready for the trip. The anticipation of going to “the ocean”.

We made the drive over the years in several different vehicles but for a while we had a fully decked out conversion van. I mean the curtains, deli table that you could move and fold the benches out into a bed, refrigerator. . the whole deal.

As I would get ready to go I used to take all the money I had saved and I would wash it. I would run all the bills under the sink and get them wet, dry them with a hair dryer, and then put each bill in different pages in a heavy book like a hard back dictionary so the they would be crisp and flat. Then I would go stash them throughout the van. I couldn’t keep all those Benjamins. . . ok Washington’s in one place you know.

Anyway, I remember all these things about these trips but what I specifically remember is the 8 Tracks we would listen to. It was our Travellin’ Music. I could be wrong but I feel like we just listened to the same ones over and over on our 24 hour trip. Not that I had a problem with that. This was GOOD music and you can be assured that I knew and sang every song. Today on iTunes I will just purchase only the songs I want but back then we would listen to the whole project.

Here was the music that we would listen to:

Neil Diamond – Hot August Night
Harry Chapin – Greatest Stories Live
Eagles – Greatest Hits
Barry Manilow – This One’s For You
Kris Kristofferson – The Silver Tongued Devil and I

I’m sure there were more but these are the ones I remember.

I think about this from time to time. Specifically when we are getting ready to go on a trip. Currently, we have 3 laptops, 2 ipads, a kindle fire, 4 iphones, an old iphone and an ipod touch that serve as a movie / game player and a dvd player in the car. When we drive each kid will have their own headphones and playlist. It’s all good. I’m pro technology. I get it.

I would be lying though if I didn’t say that there are times when I long for the days of limited options and 8 tracks. (Hard to believe that there are readers of this blog who don’t remember 8 tracks)

How about you? What was your travellin’ music growing up?

What’s the Option?

billhamp

February 27, 2013

So the other day I was scrolling through my IPhoto and came across this picture…

Sweet picture of my daughter having a Fresh Georgia Peach from The Peach Truck. I’ve told you about them (us) right? I thought so. Anyway, After admiring my daughter for a few minutes I saw something else in this picture. The arm that’s attached to my body. You see that arm? That picture was taken in early August of last year. Just 6 short months ago. That is the picture of an in shape arm attached to an in shape body. An in shape body that didn’t struggle when it swam 1400 yards. An in shape body that didn’t call 4 miles a “long run”.

You see, I took 5 months off, gained 20lbs and am now beginning to get back at it again. And it’s hard. Really hard. I liked that arm and the body it was attached to. I had energy. I jumped out of bed when my alarm went off. Now, I’m a little slower to move in the morning. A little more sluggish. I’m not happy with the out of shape me so I’m reengaging. B/c. . . and here’s my question to you. . . .

What’s the option?

If I want to get that in shape arm back, what’s my option other than to lose the weight and get back in shape? Log the miles, swim the laps, get back on the bike, lift the weights b/c. . .

What’s the option?

It’s tough to get started again. It is. It hurts. . .it’s uncomfortable. . . it’s discouraging. .. frustrating.

But What’s the option???

To stay unhappy and uninvolved? On the sidelines?

No thanks. I’ll choose differently.

Lost job? Failed Business? Relationship gone bad? Failed Marriage? What’s keeping you from reengaging? Don’t be that person. Don’t give away your life b/c it hurts to get back in the game. Start today. One day will turn into one month into 10 years.

It happens that fast. Get back in the game.

Years ago when I asked a friend how to run a 1/2 marathon he gave me the best advice on running I’ve ever received. . . “put one foot in front of the other for 13.1 miles” It works with running and life.

Take the first step. . .Any step. . . today.

The Peach Truck:

billhamp

February 21, 2013

I love a great brand.
I love a great story.
I love working with really, really good people.

I’ve found all of the above.

Now that I’ve found that, I want to help grow that brand, share that story and build a great business with those really good people.

So that’s what I’m going to do.

Here’s how it all went down.

In January of 2012, I left my career of 13 years to strike out on my own. Nothing planned, just knew it was time for a new challenge. In the summer of 2012, I kept hearing about a company called The Peach Truck. Friends were telling me about them. They would get excited when they talked about them. Owned by Stephen and Jessica Rose, they sold Peaches from Stephen’s family’s farm in Fort Valley, GA.

As the summer wore on I became intrigued by this company. Intrigued by Stephen and Jessica and the way they represented The Peach Truck brand. I was even more intrigued by the way people described their experience with this brand. Always excited. Always with passion. People LOVED these peaches.

In May of 2012, Stephen and Jessica were married. Once again, a perfect representation of the brand they were creating. I could describe it to you but I’ll just show you a picture.

Backyard, food truck, corn cob pipes, cold PBR, good bourbon, Otis James bow ties and of course, The Peach Truck and simply the best peaches you’ve ever tasted. It was a beautiful setting. More importantly, I realized that this “brand” was simply an extension of who these people were at their core.

After a season of experiencing The Peach Truck from the sidelines I approached Stephen about investing in his company. Truth is, I just loved what I was observing and I wanted to be a part of it. I mean you had a great product that people went absolutely crazy over and you had 2 people who didn’t just have a product that they sold but rather a lifestyle that they lived and as an extension of that lifestyle, sold a product that they loved.

Over the next few months, Amanda and I got to know the Roses better. Got to know all about Peaches. This is something that we could really see our whole family getting excited about.

December came and we took a trip down to Fort Valley to learn more about the history of the Georgia Peach and to meet the family — Aunt Ann, Uncle Bill, Cousin Will and the family.

Turns out that this farm is the oldest Peach farm in Georgia. Since 1870, five generations have cared for this soil and produced 1,500 acres of the best peaches in America. These are truly Fresh Georgia Peaches. We were hooked.

That first night on the farm the 4 of us sat up until the early morning hours going through their business. My mind was spinning and it was effortless. I couldn’t stop thinking about all the ways we could introduce more people to this fabulous story and amazing product.

We came back to Nashville and I proposed that I join them and help them grow this business. They liked that idea and that brings us to today.

There you go. . . 3 months in 90 seconds.

Here’s the truth. I’m pumped. I’m challenged. I’m nervous. I’m energized.

13 months ago I left a company with 350 team members and approximately 150 of them reported to me in some form. At that company we had amazingly talented people. Designers, programmers, marketers, salespeople. You name it. Ridiculous talent at my disposal.

Today, Stephen, Jessica and I sit around a table in our small office. Still have the ridiculous talent, just fewer people. It’s truly a start up. It’s raw. It’s back to the basics. How do we do more business than they did last year? Where should we spend our energy, time and resources? Who can help us? What do we look like in 12 months? 36 months? 60 months?

Many of you have experienced these times. . .I gotta tell you. I love it.

Peach season runs Mid May – Mid August. The peaches are doing their part. They’re getting plenty of sleep as they prepare for the season (did you know peaches sleep? Yeah … they do) They’re gonna be ready. We’ve got to be ready. So much to do. So much fun.

Of course, I’ll continue to tell you about what’s going on with the business. More importantly, I’ll be sure and let you know when and where you can pick up your peaches. In the meantime, check out our website at thepeachtruck.com and be sure and follow us on twitter and like us on Facebook.

Praise = Leverage:

billhamp

February 19, 2013

I have tried to write this blog several times now. I certainly credit this one statement to making my road, specifically in business, a smoother one. However, I’ve failed to write it b/c I’ve wanted to get it just right. I’m not going to sweat it anymore.

The statement (teaching) stands on it’s own. I’m going to leave it to you to see where and how it applies in your life.

“Praise Publicly Leads to Leverage Privately.”

I first heard this teaching from Andy Stanley at one of the earliest Catalyst conferences and, for me, there are just so many positive implications of remembering this.

It’s really pretty obvious. Most people want the respect of their leader. They would also like to feel that they have input and influence with their leader. If that’s you. . .then support your leader. In public, support his decisions, his direction, his initiatives, etc.

You would think that most people would do this anyway, however, you’d be mistaken. My experience has been that the majority of people feel it’s more important for people to know their opinion on the direction the company’s headed. Their opinion on whether the leader (boss) is doing a good job or not. It’s a rare person that says, I support this decision b/c I support my leader and then takes action in bringing others on board.

Be this person and A) you will stand out and B) you will eventually earn the right to speak into these decisions behind closed doors (Leverage Privately)

I can tell you from personal experience that as a leader, I knew what team members had my back. I knew the ones that were supporting the decisions I was making. This earned them the right to shut my door and speak into those decisions b/c I knew that even if my final decision was one they disagreed with, they would still support it and many times, their input influenced, if not directly altered, my decision.

No matter what role you play in the company, from the receptionist to the C Suite this teaching applies. Begin to practice it today and you will be on your way to the influence you desire.

Praise Publicly Leads to Leverage Privately

Speak Hope:

billhamp

February 15, 2013

Jeff Foxworthy is hilarious. When I was in college I came across this VHS tape of him performing in Atlanta at a venue called. . . . ughhh. . .I can’t remember. I’ve been there. I think it’s called Center Stage. Doesn’t matter. Anyway. . .it’s one of those videos where I would literally laugh so hard I couldn’t breathe and I could not wait to show other people when they came over. (which is a blog about spreading a brand all by itself)

Anyway, there is a clip in that video where he’s talking about his daughter. She had just been born and he made the following point (joke): He said. . .

“My daughter, she is so sweet, she looks at me with adoring eyes, she thinks I’m the best, I can do no wrong in her eyes. I know that in 15 years she’ll be driving around in the back of a Camaro, smoking a cigarette, saying, (insert deep redneck accent) “My Dad is such a prick”.

Well, it’s not that funny reading it. You’ll just have to trust me. . .in college, in that video. It was funny.

Anyway, I used to tell about that clip when I was talking to people about my daughter. She was little and certainly felt the way about me that little girls do. Her Dad was great and could do no wrong. However, deep down even though it didn’t feel right, I knew the day was coming where she would probably be in the back of that metaphorical Camaro talking about me.

In a weird way I had kind of resigned myself to that. As if that was my destiny b/c Jeff Foxworthy said it on a video and EVERYONE experiences that. They do right?

Then one day I had lunch with a friend of mine named Ron Doyle.

Ron’s a little older than me and is a great guy. He asked about my family. My daughters were probably 5 and 7 at the time and I, almost routinely went in to my shallow, funny Jeff Foxworthy monologue. I no more finished the line when Ron looked at me and said, “It doesn’t have to be that way.”

I looked at Ron and almost embarrassingly said, “Oh, I know. Of course.” But he stayed there for a minute. Told me I was a great Dad and that my story could be very different from that monologue. That it was possible that my daughters will be 15 and talking about what a great and loving guy their Dad was.

We didn’t stay there long but I’ve never forgotten that brief interaction and I will tell you it had a profound impact on me. A man with some influence in my life looked at me and called BS to what I was believing me and told me it didn’t have to be that way. Words are powerful.

I have a 15 year old daughter. We have a good relationship. Truth is, I’m crazy about her. The other day I was reading through her twitter account b/c that’s what I do. She is her own list on my twitter so I can always pull up and see what she’s saying. I came across this tweet about a month ago. . .

Even when I’m having the worst mornings my dad always seems to have me getting out of the car with a smile #daddysgirl

Simple I know. But I’ll take it. She’s not in that Camaro hating her Dad. She’s 15 and she’s trying to figure out life. In the midst of figuring out clothes and friends and school, she was thankful that her Dad could put a smile on her face.

I am too.

Thanks for those words Ron.

Speak life into someone today. Kindly but deliberately let them know that “it doesn’t have to be that way.”

My Return to Blogging:

billhamp

February 13, 2013

So I’ve learned a lot about me over the last year. One thing I’ve learned is that I am not a great multi-tasker.

Around a year ago I decided that I was going to train for triathlon. I got a coach, we made our plan. . . I trained religiously. . . with singular focus all season until my final race on September 30.

Sometime around last summer, I wanted to start blogging. I prepared, filed away over 60 topics and then blogged faithfully for around 2 months. Then I got distracted, started working on other things and as my focus went to that, my focus left blogging.

However, if you know me you know that I have a few things to say and amazingly enough, some of you even enjoyed reading HamptonON. The other night, one of those faithful readers, was very kindly telling me that she missed reading the blog and then her husband told me I’d committed the cardinal sin of blogging. . .

“I’d started writing, got people interested, and then disappeared.”

OUCH!

I DIDN’T DISAPPEAR! Still have a lot to say. But I did quit writing and for that I apologize.

I’m back.

I’m also committed to blogging consistently. My goal is 2x a week. So just sign up for my updates to the right and then you won’t have to look for it. It will just pop up in your inbox. Piece of cake.

Here’s the other thing. I’ve figured out what I’m going to pour my energy into for the foreseeable future and I’m pumped about it! I’ve had so much happen in the last 2 months. Up’s and Down’s, Stops and Starts but I’ve finally settled and, as my buddy, Ken Coleman would say. . .am finding my sweet spot.

Having a blast. Building a company. Going back to basics.

Learning again. Risking again. Nervous again. Excited again.

Hopefully you’re still with me. Can’t wait to tell you guys about it.

Talk soon.

What do you do?

billhamp

December 17, 2012

Brothers and sisters, I do not consider myself yet to have taken hold of it. But one thing I do: Forgetting what is behind and straining toward what is ahead, I press on toward the goal to win the prize for which God has called me heavenward in Christ Jesus. – Apostle Paul in letter to the Phillippians

I love this scripture. I was reminded the other day of a John Maxwell quote. Paul said, “This ONE thing I do”. He did NOT say, “These 40 things I dabble in”. Knowing what you do and what you do well is so important. For me, it’s also very difficult.

I’m a pretty passionate guy. It can sneak up on me but before I know it I get excited about one idea and then I can be trying to implement it 10 different ways. By the time I take a breath, if I’m not careful, I will have stretched the idea out a mile wide but only an inch deep. I have to be careful with this. Don’t want to lose the passion and the free flow of ideas, it’s part of what makes me valuable, however, I’m working on reigning in the passion and focusing it on only a few outlets.

As I type this I am looking at my whiteboard in my office and on that whiteboard I have written the following 2 questions: 1) What do I do well? 2) Where can I genuinely add value? Answering these questions will allow me to stay focused and go deeper with the brands I am helping.

The answers to these questions are becoming clearer by the day. I’m getting pretty pumped about it.

What do you do well? What ONE thing do you do?

Prepare to win:

billhamp

November 27, 2012

“The will to win is overrated. Every kid has that. Give me a kid with the will to prepare to win.” – Bobby Knight

Most people want to succeed. I know very few people whose goal is to just be mediocre. The will or the desire to succeed is not the issue. The problem is not everyone is willing to do what it takes to succeed.

Are you putting in the work today to win?

So, as I mentioned the other day, I’m pretty slammed with a bunch of projects right now. Exciting times but my writing, which I really enjoy doing, is going to be a little sporadic for this season of my life.

If you’re a regular reader of this blog and haven’t done so yet enter your email address in the side bar and subscribe. That way you won’t miss any new posts. I really appreciate you taking the time to read what I have to say.