I care what our customers think of us. I hope we all do, since it helps give us a reading on how we are doing, and if we’re doing well, it’s encouraging. But we’re always going to have some customers who have especially challenging situations, or we have to work extra hard to earn their praise. Historically, bad reviews used to send me into a spiral, because I hated to disappoint the customers, and I admittedly would allow negative experiences to override the overwhelming amount of goodwill we received from the majority of our customers. A few years back I was introduced to the Net Promoter Score, and it has helped us measure objectively how we are doing as a company in accomplishing the part of our mission that says our customers are “compelled to tell others about their experience”. Do you remember when I shared the graphic below with you back at the annual meeting in February?

It revealed where we ranked with other nationally known companies regarding our 2023 Net Promoter Score, a number obtained by asking the following question and grading it accordingly.

It was so encouraging for me to share our scores which had increased by a couple of points every year since we had started tracking it. And guess what? Our score is still tracking upwards, and I couldn’t be more proud of you as employees who take so seriously your interaction with our customers, to where the number of Promoters is increasing, and the number of Detractors are decreasing. It’s because you’re intentional about going the extra mile, seeking to listen to and solve the problem they’re facing, and delivering that 13th Donut (sometimes literally) to the point that we’re not just resting on our great reputation, we’re reinforcing it with the kind of service excellence they’ve come to expect when they deal with us.

Hazard Awareness Month

We have a number of products on our trucks, in the warehouse, or even in the offices, that pose a particular hazard in different ways. While we always want to handle them in the right way and for their intended purposes, sometimes we are exposed to them by accident in a way that may prove harmful. We want you to be prepared to respond in the appropriate manner on behalf of yourself and those you work with by being aware of the potential dangers, as well as what to do to mitigate the harm to you and others.

You may have noticed some Safety Data Sheets QR code signs in frames throughout our facility. These are for you to scan in case you have an encounter with a chemical and need more information about that chemical (especially Section 4 – First Aid). Please take a moment to watch this instructional video on how to use it should the need ever arise. Then, click on the image below to become familiar with the site, so the first time you’re going on it is not in an emergency. As always, please let Victoria know if you have any questions!!

Invest In The Eternal

We got an update on the latest happenings in Guatemala at Puerta de Esperanza, and you can view the quick 5-minute video by clicking HERE. Or you can also review a printed summary of this report. There is a lot going on, and the impact we are making is significant, sponsoring 40 children and their families to receive an education and life skills, heathy meals, and providing a community that truly cares for them in their state of poverty.

Click on this link for an update on how we are doing with our ongoing campaign to provide fresh water to those without it. This is the progress we are making on our 3rd well in Chad, Africa!

We get to celebrate some very special people through their birthday and work anniversaries. Give these people affirmation and encouragement as they mark these special milestones.

Pics From Around

What Our Customers Are Saying

From The Hart

Potholes.

There’s nothing that quite cringes in my gut like unexpectedly hitting a pothole when I’m driving along and get that jarring, abrasive, intrusive, disruptive, annoying, . . . , ok, ok, you get the picture. It’s bad enough if you’re going relatively slow on a residential street, but it’s exponentially worse if you’re clipping along on the highway and are jolted into the instant awareness that all is not as it should be. And if I’m honest with you, it often reveals that all is not as it should be inside of me in the way I react. I end up getting angry at a hole in the ground as if it is to blame for my lack of paying attention.

I know, I should be more aware of my driving habits and pay better attention to where I’m going. And usually I am. What gets me though is when I hit the same pothole more than once. I mean, the hole is where the hole is, it’s not moving. It may get bigger, and may be part of a growing family of them, but basically it’s not going anywhere. I am. And it’s on me to remember where I’m going, where the potholes are, and drive accordingly to where I’m not crashing into them repeatedly. There’s a perpetual one on my regular way home from work, and while it’s been repaired a number of times over the years, it’s a stubborn one and keeps coming back. I’m well acquainted with it, and thankfully have learned to navigate it. Even when it’s been patched up, I steer clear of it to ensure my comfort and safety.

Potholes in roads are one thing. Potholes in life are another. I’ll be cruising through my day, and all of a sudden one can catch me by surprise, throwing me out of my lane, and I end up swerving all over the place. Sometimes it’s just plain circumstances out of my control, other times it can be people. Most times I can navigate it, but I have found there are times I need to process it with wise people around me, ones who have traveled down similar roads before in their own lives, where over time they have learned to handle those situations well. I have a lot to learn from them, and it helps me handle my life with greater success, that is, if I’m not too proud to let them speak into my life. It doesn’t do me much good to get angry at the pothole. But becoming better equipped to navigate the situation? It can make all the difference, because potholes are going to be there all through life. I just have to be aware of them, and drive accordingly.

A Special Event

Jim & Chris Foubister are inviting all to the “Just Jesus” Event on Saturday, September 28th, at the Venice Performing Arts Center from 3-5 PM. This special event celebrates 15 years of One Christ Won City honoring Jesus through unity, word, and deed. Nik Wallenda will be our special guest speaker, sharing his amazing testimony. Tickets are $12 and can be purchased here. All proceeds will go to benefit Agape Flights. For more details, call Jim Foubister at 941-223-1771.

Looking Ahead

More To Come On These As We Get Closer. Save The Dates!

10/17 – Sock Swap – Be on the lookout for cozy/funny/silly socks to exchange with your coworkers

10/31 – Halloween Baking Competition & Dress Up Day

11/1 – Family Night @ Wellen Park – 6-9pm