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#LoveWins – Anderson, SC

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I hear your pain! I feel your pain! Your pain is important to me and so are the other brothers and sisters of this community. We are all human and we all feel pain.

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rose’s last day at south fant – remembering the big decision

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Today was Rosebud’s last day at South Fant’s 3K Program and what an amazing year! Not only did Rose learn so much, but were learning right along side her. I remember her first day of school like it was yesterday. As we were getting out of the car, putting on her backpack, and making our way to the front door, Rose said, “Mommy, her skin is brown?” Sarah responded so beautifully, “Yes Rosebud, look how beautiful…you should ask her name.”

It was that moment in time, we knew we made the right decision; and so began our journey of truly learning about race, class, ethnicity…and most importantly, white privilege. As our journey began, we knew that South Fant was the most wonderful decision we made as parents!

Here is what I write the days leading up to her first day of school in 2015. This is one of many posts I will be sharing from this past year. I hope you follow along this journey!

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Be patient when wanting to help #SCFlood – It will be a marathon!

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Facebook Signal displaying posts related to #SCFlood – October 6, 2015

I have been sitting watching the television news feeds and social media outlets, and I all I can think of is Hurricane Katrina. I am not making this comparison based on response, type of storm, or the types of people impacted…I am basing my comparison from the images and similar flooding narratives.

I was one of the first to fly over Hurricane Katrina’s destruction and capture aerial imagery just a few days after the storm passed. What I witnessed from the helicopter reminds me of the flooding in Columbia. Lots of water, dams breaking, lots of homes under water, and lots of efforts to evacuate in real time as each of the dams broke.

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What a day…A Call To Men in Anderson

In 2012 I was struck, hit upside the head, and right in the chest with the news of a friend who had been murdered. I had worked along side her to help create an event called Ecoplosion. She worked for Clemson University in the Master of Real Estate Development Program and was a crucial part of putting together a big economic development event in Greenville, SC. Her name is Marge Putnam.

I was struck in the head and in the chest. It knocked the breathe out of me to learn that this beautiful woman, mother, grandmother, community leader was killed by her husband who then killed himself.

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Sowing her passion for science at Furman University

I had the pleasure to meet the first female professor at Furman University. What a great story! She has accomplished so much here in Greenville and at Furman University.

“Laura Thompson doesn’t walk from her office to the classroom, she dashes. In conversations, her train of thought jumps the tracks, careening from one topic of interest to another. When she says she wakes at 6 eager for another day of work, you believe her.

“They probably think I’m the crazy old plant woman,” she says. “But my goal is for students to leave Furman with a good idea of how important plants are to people.”

Thompson has taught biology at Furman University in Greenville, S.C., since 1987. When she was hired, she was her department’s first female tenure-track professor.

“She was such an infusion of infectious energy and enthusiasm, it was like a huge breath of fresh air for me,” says former student Kimberly Chappell. “She was the first real tangible example I had of what a successful woman trained in the sciences looked like.”

To read the whole story, CLICK HERE.

Lack of Customer-Centric Philosophy: Books A Million “Case Study”

Ok…stand back, this is going to break away from my norm…but I am so annoyed. So I am going to use this post to identify why I am so irritated. One brand, a single offering, confusing customer service! This is where it all began!

My father bought me a gift certificate for $25.00 to purchase a book. It was a birthday gift, since March 5th I have been trying to figure out what I am going to purchase. I get the quarterly newsletter in the mail from the Harvard Business School and noticed a book about social entrepreneurs. So, I searched through my email to find the e-certificate from my dad for this Books A Million purchase. I went to BooksAMillion.com, searched for the book and proceeded through the online process to purchase the book. I entered my credit card information as a requirement, just incase my purchase exceeded the $25.00 limit of the e-certificate.

After entering my credit card information, the online shopping cart provided a place to enter the e-certificate code. It should be….voila. Uhh…NO! The online store could not validate the e-certificate. I tried over and over again. Tried different browsers, re-entered the e-certificate code, and nothing worked. So…I thought that after teaching class in Clemson, I would stop back by Books A Million in Anderson to see if they could help.

Walked into this newly renovated location in the Anderson Mall, to seek help. I go to the front desk and ask for help. I had a feeling they were going to have to call the manager. So I waited in the front while the manager made his way to the front of the store. He introduced himself and I explained the situation. Direct quote, “I cannot help you…you need to call this 1-800 number to solve this problem.” I starred at him, perplexed. I responded in a light hearted disgust, “that stinks.” He proceeded to inform me, ” this is standard practice across the industry, all brick and mortar retail shops will not help you solve your online purchase.”

Now, I understand what he said…I think. For immediate problem…it is annoying. But from a customer point of view, how can you expect the customer to distinguish the difference between a brick and mortar store and the online property of the same branded company. Where in the fine print does it say, “Hey we are Books A Million brick and mortar and we do not associate with Books A Million online.”?

I looked at the manager and said one short sentence, “This is disappointing customer service.” I guess from a customer perspective, we want to hope that the manager might take the e-certificate and help us navigate this situation. I guess not in Anderson, SC.

So, while he was explaining his justification that it is industry standard to separate brick and mortar store from the online property…I walked away to call the 1-800 number myself. So I walked around the store, trying to navigate the call center dialing options. There was not a selection that matched this situation. After finally talking to a person that was willing to help me figure this out, the manager walked back up to me to explain, “You might want to wait to call tomorrow, the online store might be closed after 6:30pm.”

Let me explain what is so wrong with the omission by the manager. First, he led me to believe he had no dealings with the online store, which is why I must be the one to make the phone call. Hmm…then how does he make the assumption that the online call center closes at 6:30pm. He must have some prior knowledge. The other issue here, I think it was his intention to persuade me to leave the brick and mortar store to make the phone call.

As I was chatting with the lady from the call center, I looked at the manager at the brick and mortar store and said…”I have this covered, thanks for your help.” As I walked around the actual brick and mortar store, browsing while talking to the online call center…I finally resolved the issue. The book will be at my house in a few days.

So here is my problem. I guess I just made a mistake, one I will not make again. I assumed that someone that works at Books A Million at a brick and mortar store could and would be willing to help me with an online Books A Million problem. Second, I assumed that by taking the time to drive to the store to try to resolve an online problem, that  this Anderson, SC store would take the time to help build a customer relationship by trying to solve this issue.

Now I understand that the online store is a “different division” of the brick and mortar stores. I mean, companies like GE have different divisions with different offerings. GE makes turbines for airplanes and also makes wind turbines. Both separate products under one brand. But, Books A Million sells books. Yes, they sell books online and in the brick and mortar store. How can you expect the customer to differentiate between the two since the brand is so closely tied with the single offering. I would expect that a person at the brick and mortar store to be able to handle that same issue as a call center. But that is not a safe assumption.

Like my dad said, making an assumption is just like making an “ass” out of you and me. I will not visit Books A Million again.

So if this is the trend, where is the customer-centric focus? If this was my grandmother, who is not a part of the digital world, how would she understand the difference? Just does not make sense to me.

POSSCON 2011 – Day One – It is all about COMMUNITY!

As soon as you walk into the doors of the Columbia Convention Center…you can feel the energy. It is more than hustle and bustle, it is more than meeting new people, it is even more than learning about open source software…it is about the community. There was even a special Gowalla spot created for the event…pretty cool!

I spent some time talking to speakers from the conference, that had lots to say. “POSSCON is a great event, lovely convention center, fabulous event, spectacular speakers,if you at all are interested in open source or that technology community wrap around…this is a place to be,” says Phil Yanov who is the founder of GSATC.

So what is POSSCON…well, let’s take a second to figure that out. POSSCON is the Palmetto Open Source Software Conference hosted in Columbia, SC. It is a community of conversation around the idea of how open source software can provide solutions for businesses, educators, healthcare, developers, and the list goes on. So you ask, what is open source software?

“Open source is more than cost reductions and savings, it is also about creating effective, productive, high performance production shops and there is a real connection between the empowerment that open source gives developers and their ability to put together solutions that really matter for their end users,” says Jeffery Hammond, Principal Analyst for Forrestor Research.

Wikipedia defines open source software (OSS) as computer software that is available in source code form for which the source code and certain other rights normally reserved for copyright holders are provided under a software license that permits users to study, change, improve and at times also to distribute the software.

WOW, what does that mean? Well, it is software that openly allows users to use, alter, and integrate to fit their needs. Think of a piece of software you have recently purchased and thought, man if I could change it to fit my needs. Well, open source provides that opportunity.

POSSCON is a conference that is surrounded with professionals, educators, students, executives who find value in learning and collaborating to find and build software solutions to meet their needs…outside of proprietary software. Everywhere you look, there are leaders inside the walls of the convention center; teaching, educating, and providing best practices surrounding how they are using open source software to solve problems.

Leslie Hawthorn, Open Source Outreach Manager at Oregan State University said it best, “It is also great to see so many people from the business community here, breaking out of those traditional ‘hackers’ ‘suits’ silos.”

POSSCON is more that just software…it is a community. A community of people connecting, engaging, and problem solving. This open source community is a place to freely exchange ideas, connect, solve a problem, and learn something new. “There area lot of people here and they are engaged!” Jim Jagielski, President Apache Software Foundation/Redhat goes on to say, “As you are talking, people are typing and listening…they are engaged! There is a wide variety of people here…we have students, we have CIO’s, CTO’s, we have guys in jeans, people in suites and ties.”

I think William Hurley, better known as Whurley and CTO of Chaotic Moon Studios, summed up the conference rather nicely, “At the end of the day, you want to go somewhere where you are surrounded by like minded people, who have some similar goals and objectives, who are totally willing to share very honestly, very openly…everything they know…and this is the a great environment for that. POSSCON is a little bit more about active participation.”

Enough said…check out POSSCON!