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Wednesday, June 19, 2024

20 Years at Stonehaven Castle

 


20 years is a long time to live in one little place. We moved into this house on June 19, 2004. I was 29 years old.

We didn’t pay for a lot of upgrades – it took all we had to afford to buy a house. We signed paperwork for a price of $129,000. Our original goal was $100,000 so it was a bit over what we wanted, but we felt we could handle it.

The house was immense after a small one bedroom apartment (Torrey Place Apartments). We wondered how we’d ever have enough furniture to fill it. Because it had linoleum floors (to save money and we wanted to do our own floors), the house echoed with it’s newness and emptiness.

In 2008, Hannah arrived to this house, fresh from Lackland Airforce Base. I remember setting her carrier down on the floor, and wanting a beer. I was so happy to be home and to finally put the nursery to use. Mom and I had painted the wall in there in large color blocks of orange, purple and mustard.

We bought a glider chair where I rocked the baby. It was on the windowsill in the living room where she stood up for the first time, he sweet chubby legs shaking, her smile so proud of what she’d just done. I didn’t miss those firsts in her first year. I got to see her sit up, stand, and walk before I had to go back to work.

Later that year, our friend Mona moved in, and the office was now converted into a bedroom. Mona was coming down anyway more mornings than not because I had to be at work at 5 am in San Antonio at my new job. It made sense for her just to live her.

And it’s a good thing Mona was there, because the little house and my little heart exploded in chaos and sadness in 2010. I ran away from my little house with only my baby in the middle of the night. I was so afraid, but I was more afraid to stay. We hid from that little house for a while, waiting on the court system to rescue us.

I came home finally, alone at first. My cherished things broken and shattered on the floor. Ashtrays overflowing, beer cans on the floor. But in ways it also felt clean – a spirit had lifted and the air felt light. I could breathe again. I wasn’t afraid.

That’s when I started scrapping and saving to afford the house payment on my own. When I went to the store I kept a running total in my head so I wouldn’t get embarrassed at the register about not having enough money in my account. Every penny mattered. I was determined to hang onto that house – maybe mostly because I saw a text I wasn’t supposed to see that mocked my ability to make the house payment.

Hannah got stung by 23 wasps on the playground in the backyard, and Mona put her in an ice path. That's when I learned she's a champion pill swallower - Benadryl at three!

At my kitchen counter, Mona got the news that Josh had passed, the same day my neighbor who had taken me in on that dark night husband’s passed. I can still remember that January 2 exactly, like a picture frame frozen in time. My brother bought Mona a miniature crepe myrtle – I thought I lost it when I built the pool, but it defiantly has popped out the side of the concrete.

My neighbor across the way who held my head when I sobbed after the miscarriage got old and moved away. My other neighbor who secretly fertilized my tomato plants and tried to straighten my crooked crepe myrtle also got old and moved away. Dennis, Mary, Mickey, Jermyn, Crystal, Mable, Avery…. All neighbors who have moved away. But Susie has stayed. And now there’s Katherine, Paul, Julie, Matt, Otto. So many stories, meals, and drinks gone by. They say we don’t know our neighbors anymore, but I know mine. So many Christmas cookies and eggs given away and cups of sugar borrowed.

20 years is a long time. Another failed marriage. Another cleansing of the house and another clean slate and fresh aura. This one is too fresh to talk about in depth. Ushering in an era of sobriety. Being blown back from the bottle after letting God take it. Pouring bottles of liquor down the sink, cleaning out all the alcohol from everywhere – how the sink smelled like college that day.

A man coming around to help me with my travel trailer the week before the great road trip of 2022 to Broadway with Hannah. Walking around the side of the house, leaning against the brick, and wishing he had a brother. Only come to find out, he was to be mine. And soon.

A pool! A hot tub! Turquoise countertops! Painting the oak kitchen cabinets to look old. Patrick has come alongside me to transform this space for it’s current season.

The pets. Chloe the cat. The cat named Cat with the prosthetic tail. The beagles from Satan. Lilly and Carmen. The day Lilly ate the Devil Cat, and how we found her septic in the closet and nursed her back to health, healing her with honey. The chickens, the chicken coop built by Dad and Brian, patched by Paul, Hannah’s Dad, a few roofing crews, and now Pat.

Having Hannah’s sweet 16 on the patio – the patio that her daddy built and Patrick rebuilt. The table cloths of many colors, the lights, and ELVIS, can you believe it?

Christmases and Easters and Birthdays – sleepovers and tea parties galore. My brother built a castle in the backyard for one such party and together we braided 50’ of rope to make Rapunzels hair. That brother also crashed on our futon for awhile while sorting his life out. My other brother lived with us awhile here too. And the teenagers… Collyn, that quiet girl. Now a foreign exchange student.

It’s so much. It’s so rich. I’ve never lived in any one place for so long, and I love that we have lived here for all of this life. The memories swirl and flow. I hope I live in this little house until my end – I hope we build another 40 years of memories within these walls.  

Friday, April 19, 2024

Mediocrity Has Taught Me to Fish

Recently my business got a 3-star review from a customer, and it felt super unfair. We did an amazing job on his project, and he told our staff how pleased he was with his new roof. Yet on the 3-star review he commented only that after he paid as much as he did for a new roof, you’d think we would send him photos of his finished project.

Ouch. Burn.

Part of our company culture is that whenever we receive negative feedback or any constructive criticism, we do not just jump to the defensive (or if we do, we bring ourselves back to center before we react). I firmly believe that in every criticism, there is a grain of truth and something that we can learn from, do better at, and improve our process. Customers who take the time to give us feedback, even and maybe especially negative feedback, are actually giving us a gift. Even though it certainly doesn’t feel like it.

Now, I’ve thought about sending finished project photos in the past, but generally we just send them when a customer requests them. When we received this review, one of my first reactions was guilt for not implementing this long ago. But let bygones be bygones, all I can do is change it going forward.

I created an email template that:

1.       Lets customers know their project is complete (no matter how big or small),

2.       Attaches some job completion photos,

3.       Mentions nothing at all about payment,

4.       Asks them to contact us directly if they are not pleased with any aspect of the project,

5.       Asks them if they were pleased to leave us a review (I then I provided three links to leave us reviews at (Google, BBB, and Yelp!))

The first person we sent this email to with photos was the man who had left us the three-star review. His response? He was just so happy with our team and his final project and thank you so much. We were a bit puzzled.

I then directly emailed the customer, sincerely thanked him for his feedback, told him the changes I had implemented based on his feedback, and asked him kindly to consider changing his review. He has not responded to my email, nor has he changed his review. Yet I’ve reaped the reward, and that three-star review has yielded dividends.

The very next day one of our customers came into the office, beaming about his experience with us – from the crew to the roof to the staff in the office to his bottle of Roofer Chick Red wine – but especially his final photos he had received. He then left us a 5-star review.

Since then, we’ve gotten four more 5-star reviews from the email.

I pay a review company $750 a month to get us reviews because we have struggled so hard to get customers to give us reviews. This review service gets us 5-8 reviews a month, and I’ve been pretty happy with those results. BUT LOOK – apparently, we just got taught how to fish. It’s magic!

If this is as effective as I think it is going to be, it’s going to save us $9,000 annually and generate more reviews than they are getting us!!! That 3-star review changed my life and is worth it’s own weight in gold.

I’ve never been so grateful to be graded as mediocre!