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Emily Rasowsky Show Notes
Emily Rasowsky is Customer Experience Lead for Spark Fund and Spark Fund is an organization that helps companies to upgrade energy technology. So, because that's not really an area of expertise for Yanique, she will allow Emily to explain in the very simplest of terms as we welcome her, what it is that her company really does do and how does this really impact a customer's experience regardless of your business type or industry.
Emily shared that Spark Fund and what that actually means, in layman's terms, our job is to make it as easy as humanly possible for energy managers and financial leaders to update their energy technology. So, things like lights, a jack, chillers, boilers, refrigeration, anything that goes into your space and consumes energy. We work with a lot of large organizations that don't have the same sorts of incentives or access to resources to upgrade their technology to be energy efficient. And it's crazy because buildings emit more OCO2 than cars. So, this is a huge problem. And our job, we have an integrated a team of engineers, project managers, and financiers, people who provide everything you would need to do a project. So, we take it off your hands. In essence it really is meant to be a company that makes the experience of owning and operating energy technology no longer an issue because we do this whole process on a subscription. So, we own the technology, people get out of the business of ownership which causes so much heartache and pain and bad experiences. So, we own it and they no longer have to worry about taking care of it.
Questions
Highlights
Yanique agreed and stated that because when you do it on a subscription basis it makes it more affordable for the organizations because they pay on a month to month basis.
Emily agreed. So, the thing that we're really taking away a lot of financial pain with is when you have a piece of aging technology you never quite know. Even think about even yourself in your home when HVAC unit starts to go you don't know how much that's going to cost or what's going to be wrong with it. We take care of all of that - complete lack of clarity. For example, we have a customer, they're a school and they had to shut down an entire part of their school district, an entire part of their school facility because the heating wasn't working. So, we obviously work with them, they don't have that problem, but you think about all the pain that comes down later down the line. So yes, you're reducing your maintenance costs, you're getting energy savings but you're also reducing these costs that you can't even forecast for. And some companies that are really sophisticated have a budget for that and some companies don't have any budget and that hits them somewhat by surprise. So yes, in a lot of ways we are we're keeping it much more predictable and lower cost which is behavior science tells us when we know what to expect, it feels less painful.
Yanique stated that she thinks it's a wonderful idea. And she like the fact that as Emily said it's aggregated all under one roof and as a customer, I don't need to contact that person and this person because you are the point of contact and then you take care of everything from there and when you really think about it that's what people want. They're willing to pay for convenience and ease of mind and just to know that a responsible organization has this covered, and they can take that as a responsibility off of their plate.
Yanique agreed and stated that everybody has to be aligned, everybody has to be singing the same song.
Yanique added, you've taken it on from a recruitment aspect which is very important. One of the things that she has been hearing buzzing around in the last six months or so is that technology is great, and it has advantages and disadvantages and as a business owner herself, she finds that technology does help to ease the process, increases efficiency, frees up your time, it just makes you a little bit more productive in your day because there are so many hours and the reality is you can't be everywhere at every moment but one of the things that she would love push more for 2019 or she'd like to see organizations push more. Technology is important but do you believe that at some point the human element fades or do you think the human element is always going to still be a part of the customer experience because she finds that human beings still want to speak to another human being especially when something goes wrong?
Emily agreed with that sentiment and stated that technology is huge but one of the things that is so clear to her is that as a consumer herself and also someone who really truly cares about customer experience journeys is that she thinks we get too caught up in one singular journey and we don't take a step back and look at all the different journeys that a customer is going through in order to engage with your product. An example with Uber, Uber obviously is a tech platform and they have a tremendous amount of money and resources into building that tech platform. But she thinks the people who are going to win, the customer not just that discrete experience which is one element of technology, but the actual customer are the ones who are going to sit back and think, “Okay, what did the customer have to do to get into the Uber? Where is the customer going when they leave Uber? and how are they going to connect all these experiences together?”And the reality is you do need that human element because she thinks inherently, we are people, we are connected beings, we can't just interact with our phones all day, every day but there is a lot that supports that sentiment that we need this human connection. So, there is this reality that fusing those two worlds together will lead to the winners, what she thinks is most interesting and she have experience with Spark Fund as well and kind of how they've navigated that technology heavy lense. But first start with a bigger picture. So, Amazon obviously has invested a tremendous amount of money in an online platform, but she’s based in DC and they just opened a store, a physical store with actual people who check you out at the front desk and answer your question as you're walking through and reading the titles of these books. So even though they have this amazing online platform they're also investing in in-person experiences and she thinks you're going to see that more and more. She thinks it's dangerous to do too much in tech and not also think about where the human side is and the Spark Fund, they are a small company, she mentioned this a few times and she thinks it is important to note that a lot of CX out there is focused on these big organizations that have processes and lots of resources to make widgets and all that. For Spark Fund, they experienced this very intimately with their proposal process. They were scoping out what platform that would help their customers have better and more seamless experience. And as they were doing the exploration process, the information gathering, customer conversations, one of the things they realized was their goal is to create trust with their customer and also a seamless pretty easy experience where they get the questions they have get answered right away. In talking with financial leaders and the folks that are actually decision makers on these projects, one of the things they realized was that they don't need a tech platform, they have a million of these, what they need is a spreadsheet and she doesn’t hire 6 developers to build a really good spreadsheet that they can toggle and understand how to customize based off of the numbers they want to see in front of them so that has created a lot of trust with their customers and helped them ease a lot of pain in the sales cycle. So, you don't have to always just go to high tech too, she thinks there's a low-tech version that is accessible for companies no matter how big you are, there are two ways to look at it.
Yanique agreed and stated that it's in the conversations that you have, are you really listening to what they're saying, are you just trying to sell them something that's just really out there or are you trying to actually meet that immediate need that they're indicating that they're having to you and soothing that pain that they're feeling.
Yanique shared that for those of you that are not familiar with Slack, it's a cloud based a proprietary team collaboration tools and services. So, it's where everybody gets to connect in the organization and you're able to track projects and see how things are going throughout the course of the day even if you aren't physically in the office.
Emily agreed and stated that they have a really simple user interface. A lot of community groups that she’s a part of also use Slack.
Yanique also shared that Evernote is a note platform and it's brilliant. And it's grown so much, they've really developed that platform so much that it has way more features than it had 5, 10 years ago. You can take pictures as you said, you can send yourself a voice note, you can do scanning and send it to yourself.
Emily stated that she has had Evernote since maybe 2015 and to be able to go back that far in time, she has old notes from things she'd never thought that she would need to resurface but when you search for something and it comes out to the same, it's been so cool for her to have all that creativeness in one spot.
Yanique shared that's how she feels when she sprays her Febreze.
Emily agreed and stated that they nailed it and it's been a very successful product for them comes in all sorts of scents now. Now you're never going to be able to un-see it when you look at those commercials, they always end with the big inhale and the sigh out through the mouth, so it's a relief.
Yanique shared that one of the things that she teaches because she’s a Customer Service Trainer and that's what inspired her to start this podcast was that customers have two needs and regardless of the industry, you're in or the product or service that you sell or your ethnicity or whatever your background is. Those two needs are their intellectual needs and their emotional needs. And through the research that she has done, books that she has read, people she has spoken to locally and internationally, people she has trained, it really boils down to how you make people feel and if you can find a way to have your product or your service connect to people emotionally, Febreze clearly figured that out as you said the relief and that's the emotional component. It will tie them to your brand, and they become so loyal to your brand that now they become your brand advertisers.
Emily agreed and stated that she thinks we try to figure out ways to do that most creatively and part of that, our structural changes, how do we create ease in the process of course investing in different technologies like monitoring ease is an entire thing. But to your point earlier there is something really important with the human element and something as small as an installation is happening in your space, can we make sure that our vendors show up with a cup of coffee, “Hey, we brought some coffee for you just to make sure that you’re caffeinated and feeling okay throughout this experience.” And obviously we try to use behavioural science any time we can and finishing really strong is something we care a lot about. So once something is over, and it sounds a little old school, but can we send them like a handwritten note and something that's thoughtful that makes them understand that we've been caring about them throughout this process.
Yanique agreed and stated that it's really the little things as you said handwritten note a while ago. There is an activity that I do in my training sessions is called a gratitude letter and it's a framework that we created where the participant has to choose an employee in their organization that they’re writing them a letter to tell them thank you for something that they've done for them. It could be something work related or something personal and it doesn't have to be anything big, I've had participants come and say they did surgery on their co-worker came to their house and washed their clothes for them or their kid was sick and they gave them some very good tips or it was the beginning of the year and your co-worker brought him a copy of a daily bread and the daily bread has really helped them to overcome some of their personal challenges, but the reason why she thinks the letter has been so impactful to the point of tears, the way how the letter is designed it forces you to pull details out of the experience, it forces you to choose adjectives to describe how it is that this person impacted you and to really show gratitude and appreciate because one of the things she has found generally speaking is that people complain a lot in life but they don’t actually take time to show gratitude and nobody writes letters anymore, it’s all about the tech, so I’m texting you to say, “Hey, thanks a mil,” through WhatsApp or whatever messaging app you use or through an email but I’m not actually handwriting you a letter or a note and it makes a very big difference.
Emily agreed and shared that we get more communication feedback responses when we take the time to write something out than we do, when we send out a mass email, so you can't discount those things. Emily truly believes in the offline experience just as much as the in-person and the more you can create a connection with the organization, the more you're going to have loyalty and for them, they measure that, they look at how many people are coming back and using them for more or more subscriptions and more different technologies they want to procure so for them it is something that they have honestly invested a lot of their marketing in because it's very high touch. They are working with big companies and it's no longer enough just to have one casual conversation, you need to really permeate an entire organization and make an impression. So, she loves that Yanique do those gratitude letters, she feels like she needs to make that a monthly sort of practice.
Yanique stated that the gratitude letter is really an amazing activity and every time she does it with an organization over the years, she’s just amazed at how the participants really take it and run with it. She has had one doctor that said the letter meant more to her than her degree as a doctor and she framed it and she put it up in her office because she said nobody has ever done anything like this for her before. So, you'd just be surprised to know, that didn't take anything, it cost nothing just to sit down and write out how you feel about what the person had done for you that you're showing appreciation for.
Emily share that what's interesting about this too is we care so deeply about these sorts of moments that we are finding ways to systematize these things, so it just becomes a no brainer, it's just a part of our process and for her they use tools to track customers and their emails and their names and all of that. But there is a note section that they are actually working on building out that has personal details there like a customer who has a daughter who recently has this particular interest or is on a soccer team, so we know these things that we can really customize small things like maybe over the holidays we send them a little ornament with a soccer ball something that is seemingly small but really does matter.
Emily shared that it’s called Women in Tech Campaign but one of the things that they're doing is these events that we're bringing to folks that help people physically reduce their barriers to conversation so people can relate to one another who are different from them and that's a huge skill and customer service, customer experience especially if you're getting someone who's calling and they're not happy how do you break down those barriers and open that up regardless of background and so that's really what they're focused on. And of course, tech is a very broad term, it's not just developers, it's people who are using tech like we're doing now.
Yanique agreed that stated because we're using the podcast to reach out to many different people and share all this amazing information, so yes, technology really does work, it definitely has given her a platform as customer service is something she’s extremely passionate about to reach and connect with people from all different parts of the world. And even though we’re as small as we are here in Jamaica, some of the expectations that our customers have here are no different from the expectations that a customer would have if they were in Paris or if they were in China or if they were in DC., at the at the end of the day we're all human beings at the core with emotions and we do have certain expectations.
Emily agreed and stated that to be fair these big companies Amazon, Google all of them that are international, they are training us all to expect a certain level. And it's the companies that really take that on and you don't have to be big, you don't have to be Amazon to care about it in this way. And like I said we are not an Amazon but we've made some strides and investments in making it from the very beginning work and make the experience valuable for customers and she truly believes that the innovators and the disruptors in the market are the ones that are going to look at these tried and true systems and apply a positive experience because as you said at the very beginning, people are willing to pay for that, they're willing to pay, not a huge premium but a premium for service and it's not a new concept, think about how airlines are priced, people are willing to pay for business class. And the more you can make that accessible, the more you can have those intermediate tiers, you see them get leverage and use so there's truth to all that.
www.sparkfund .com
LinkedIn – sparkfund
Facebook – @sparkfund
Twitter – @sparkfunder
Instagram – @emilyrasowsky
Twitter - @ERasowsky
LinkedIn – Emily Rasowsky
Yanique agreed and stated that we do need to remind ourselves of that sometimes because we do get caught up in everything that's going on and we're complaining, and we're just frustrated, and things didn’t go the way that we planned but sometimes God has a bigger plan for us and when one door closes another one surely opens. So, we just have to be open for that.
Links
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Emily Rasowsky Show Notes
Emily Rasowsky is Customer Experience Lead for Spark Fund and Spark Fund is an organization that helps companies to upgrade energy technology. So, because that's not really an area of expertise for Yanique, she will allow Emily to explain in the very simplest of terms as we welcome her, what it is that her company really does do and how does this really impact a customer's experience regardless of your business type or industry.
Emily shared that Spark Fund and what that actually means, in layman's terms, our job is to make it as easy as humanly possible for energy managers and financial leaders to update their energy technology. So, things like lights, a jack, chillers, boilers, refrigeration, anything that goes into your space and consumes energy. We work with a lot of large organizations that don't have the same sorts of incentives or access to resources to upgrade their technology to be energy efficient. And it's crazy because buildings emit more OCO2 than cars. So, this is a huge problem. And our job, we have an integrated a team of engineers, project managers, and financiers, people who provide everything you would need to do a project. So, we take it off your hands. In essence it really is meant to be a company that makes the experience of owning and operating energy technology no longer an issue because we do this whole process on a subscription. So, we own the technology, people get out of the business of ownership which causes so much heartache and pain and bad experiences. So, we own it and they no longer have to worry about taking care of it.
Questions
Highlights
Yanique agreed and stated that because when you do it on a subscription basis it makes it more affordable for the organizations because they pay on a month to month basis.
Emily agreed. So, the thing that we're really taking away a lot of financial pain with is when you have a piece of aging technology you never quite know. Even think about even yourself in your home when HVAC unit starts to go you don't know how much that's going to cost or what's going to be wrong with it. We take care of all of that - complete lack of clarity. For example, we have a customer, they're a school and they had to shut down an entire part of their school district, an entire part of their school facility because the heating wasn't working. So, we obviously work with them, they don't have that problem, but you think about all the pain that comes down later down the line. So yes, you're reducing your maintenance costs, you're getting energy savings but you're also reducing these costs that you can't even forecast for. And some companies that are really sophisticated have a budget for that and some companies don't have any budget and that hits them somewhat by surprise. So yes, in a lot of ways we are we're keeping it much more predictable and lower cost which is behavior science tells us when we know what to expect, it feels less painful.
Yanique stated that she thinks it's a wonderful idea. And she like the fact that as Emily said it's aggregated all under one roof and as a customer, I don't need to contact that person and this person because you are the point of contact and then you take care of everything from there and when you really think about it that's what people want. They're willing to pay for convenience and ease of mind and just to know that a responsible organization has this covered, and they can take that as a responsibility off of their plate.
Yanique agreed and stated that everybody has to be aligned, everybody has to be singing the same song.
Yanique added, you've taken it on from a recruitment aspect which is very important. One of the things that she has been hearing buzzing around in the last six months or so is that technology is great, and it has advantages and disadvantages and as a business owner herself, she finds that technology does help to ease the process, increases efficiency, frees up your time, it just makes you a little bit more productive in your day because there are so many hours and the reality is you can't be everywhere at every moment but one of the things that she would love push more for 2019 or she'd like to see organizations push more. Technology is important but do you believe that at some point the human element fades or do you think the human element is always going to still be a part of the customer experience because she finds that human beings still want to speak to another human being especially when something goes wrong?
Emily agreed with that sentiment and stated that technology is huge but one of the things that is so clear to her is that as a consumer herself and also someone who really truly cares about customer experience journeys is that she thinks we get too caught up in one singular journey and we don't take a step back and look at all the different journeys that a customer is going through in order to engage with your product. An example with Uber, Uber obviously is a tech platform and they have a tremendous amount of money and resources into building that tech platform. But she thinks the people who are going to win, the customer not just that discrete experience which is one element of technology, but the actual customer are the ones who are going to sit back and think, “Okay, what did the customer have to do to get into the Uber? Where is the customer going when they leave Uber? and how are they going to connect all these experiences together?”And the reality is you do need that human element because she thinks inherently, we are people, we are connected beings, we can't just interact with our phones all day, every day but there is a lot that supports that sentiment that we need this human connection. So, there is this reality that fusing those two worlds together will lead to the winners, what she thinks is most interesting and she have experience with Spark Fund as well and kind of how they've navigated that technology heavy lense. But first start with a bigger picture. So, Amazon obviously has invested a tremendous amount of money in an online platform, but she’s based in DC and they just opened a store, a physical store with actual people who check you out at the front desk and answer your question as you're walking through and reading the titles of these books. So even though they have this amazing online platform they're also investing in in-person experiences and she thinks you're going to see that more and more. She thinks it's dangerous to do too much in tech and not also think about where the human side is and the Spark Fund, they are a small company, she mentioned this a few times and she thinks it is important to note that a lot of CX out there is focused on these big organizations that have processes and lots of resources to make widgets and all that. For Spark Fund, they experienced this very intimately with their proposal process. They were scoping out what platform that would help their customers have better and more seamless experience. And as they were doing the exploration process, the information gathering, customer conversations, one of the things they realized was their goal is to create trust with their customer and also a seamless pretty easy experience where they get the questions they have get answered right away. In talking with financial leaders and the folks that are actually decision makers on these projects, one of the things they realized was that they don't need a tech platform, they have a million of these, what they need is a spreadsheet and she doesn’t hire 6 developers to build a really good spreadsheet that they can toggle and understand how to customize based off of the numbers they want to see in front of them so that has created a lot of trust with their customers and helped them ease a lot of pain in the sales cycle. So, you don't have to always just go to high tech too, she thinks there's a low-tech version that is accessible for companies no matter how big you are, there are two ways to look at it.
Yanique agreed and stated that it's in the conversations that you have, are you really listening to what they're saying, are you just trying to sell them something that's just really out there or are you trying to actually meet that immediate need that they're indicating that they're having to you and soothing that pain that they're feeling.
Yanique shared that for those of you that are not familiar with Slack, it's a cloud based a proprietary team collaboration tools and services. So, it's where everybody gets to connect in the organization and you're able to track projects and see how things are going throughout the course of the day even if you aren't physically in the office.
Emily agreed and stated that they have a really simple user interface. A lot of community groups that she’s a part of also use Slack.
Yanique also shared that Evernote is a note platform and it's brilliant. And it's grown so much, they've really developed that platform so much that it has way more features than it had 5, 10 years ago. You can take pictures as you said, you can send yourself a voice note, you can do scanning and send it to yourself.
Emily stated that she has had Evernote since maybe 2015 and to be able to go back that far in time, she has old notes from things she'd never thought that she would need to resurface but when you search for something and it comes out to the same, it's been so cool for her to have all that creativeness in one spot.
Yanique shared that's how she feels when she sprays her Febreze.
Emily agreed and stated that they nailed it and it's been a very successful product for them comes in all sorts of scents now. Now you're never going to be able to un-see it when you look at those commercials, they always end with the big inhale and the sigh out through the mouth, so it's a relief.
Yanique shared that one of the things that she teaches because she’s a Customer Service Trainer and that's what inspired her to start this podcast was that customers have two needs and regardless of the industry, you're in or the product or service that you sell or your ethnicity or whatever your background is. Those two needs are their intellectual needs and their emotional needs. And through the research that she has done, books that she has read, people she has spoken to locally and internationally, people she has trained, it really boils down to how you make people feel and if you can find a way to have your product or your service connect to people emotionally, Febreze clearly figured that out as you said the relief and that's the emotional component. It will tie them to your brand, and they become so loyal to your brand that now they become your brand advertisers.
Emily agreed and stated that she thinks we try to figure out ways to do that most creatively and part of that, our structural changes, how do we create ease in the process of course investing in different technologies like monitoring ease is an entire thing. But to your point earlier there is something really important with the human element and something as small as an installation is happening in your space, can we make sure that our vendors show up with a cup of coffee, “Hey, we brought some coffee for you just to make sure that you’re caffeinated and feeling okay throughout this experience.” And obviously we try to use behavioural science any time we can and finishing really strong is something we care a lot about. So once something is over, and it sounds a little old school, but can we send them like a handwritten note and something that's thoughtful that makes them understand that we've been caring about them throughout this process.
Yanique agreed and stated that it's really the little things as you said handwritten note a while ago. There is an activity that I do in my training sessions is called a gratitude letter and it's a framework that we created where the participant has to choose an employee in their organization that they’re writing them a letter to tell them thank you for something that they've done for them. It could be something work related or something personal and it doesn't have to be anything big, I've had participants come and say they did surgery on their co-worker came to their house and washed their clothes for them or their kid was sick and they gave them some very good tips or it was the beginning of the year and your co-worker brought him a copy of a daily bread and the daily bread has really helped them to overcome some of their personal challenges, but the reason why she thinks the letter has been so impactful to the point of tears, the way how the letter is designed it forces you to pull details out of the experience, it forces you to choose adjectives to describe how it is that this person impacted you and to really show gratitude and appreciate because one of the things she has found generally speaking is that people complain a lot in life but they don’t actually take time to show gratitude and nobody writes letters anymore, it’s all about the tech, so I’m texting you to say, “Hey, thanks a mil,” through WhatsApp or whatever messaging app you use or through an email but I’m not actually handwriting you a letter or a note and it makes a very big difference.
Emily agreed and shared that we get more communication feedback responses when we take the time to write something out than we do, when we send out a mass email, so you can't discount those things. Emily truly believes in the offline experience just as much as the in-person and the more you can create a connection with the organization, the more you're going to have loyalty and for them, they measure that, they look at how many people are coming back and using them for more or more subscriptions and more different technologies they want to procure so for them it is something that they have honestly invested a lot of their marketing in because it's very high touch. They are working with big companies and it's no longer enough just to have one casual conversation, you need to really permeate an entire organization and make an impression. So, she loves that Yanique do those gratitude letters, she feels like she needs to make that a monthly sort of practice.
Yanique stated that the gratitude letter is really an amazing activity and every time she does it with an organization over the years, she’s just amazed at how the participants really take it and run with it. She has had one doctor that said the letter meant more to her than her degree as a doctor and she framed it and she put it up in her office because she said nobody has ever done anything like this for her before. So, you'd just be surprised to know, that didn't take anything, it cost nothing just to sit down and write out how you feel about what the person had done for you that you're showing appreciation for.
Emily share that what's interesting about this too is we care so deeply about these sorts of moments that we are finding ways to systematize these things, so it just becomes a no brainer, it's just a part of our process and for her they use tools to track customers and their emails and their names and all of that. But there is a note section that they are actually working on building out that has personal details there like a customer who has a daughter who recently has this particular interest or is on a soccer team, so we know these things that we can really customize small things like maybe over the holidays we send them a little ornament with a soccer ball something that is seemingly small but really does matter.
Emily shared that it’s called Women in Tech Campaign but one of the things that they're doing is these events that we're bringing to folks that help people physically reduce their barriers to conversation so people can relate to one another who are different from them and that's a huge skill and customer service, customer experience especially if you're getting someone who's calling and they're not happy how do you break down those barriers and open that up regardless of background and so that's really what they're focused on. And of course, tech is a very broad term, it's not just developers, it's people who are using tech like we're doing now.
Yanique agreed that stated because we're using the podcast to reach out to many different people and share all this amazing information, so yes, technology really does work, it definitely has given her a platform as customer service is something she’s extremely passionate about to reach and connect with people from all different parts of the world. And even though we’re as small as we are here in Jamaica, some of the expectations that our customers have here are no different from the expectations that a customer would have if they were in Paris or if they were in China or if they were in DC., at the at the end of the day we're all human beings at the core with emotions and we do have certain expectations.
Emily agreed and stated that to be fair these big companies Amazon, Google all of them that are international, they are training us all to expect a certain level. And it's the companies that really take that on and you don't have to be big, you don't have to be Amazon to care about it in this way. And like I said we are not an Amazon but we've made some strides and investments in making it from the very beginning work and make the experience valuable for customers and she truly believes that the innovators and the disruptors in the market are the ones that are going to look at these tried and true systems and apply a positive experience because as you said at the very beginning, people are willing to pay for that, they're willing to pay, not a huge premium but a premium for service and it's not a new concept, think about how airlines are priced, people are willing to pay for business class. And the more you can make that accessible, the more you can have those intermediate tiers, you see them get leverage and use so there's truth to all that.
www.sparkfund .com
LinkedIn – sparkfund
Facebook – @sparkfund
Twitter – @sparkfunder
Instagram – @emilyrasowsky
Twitter - @ERasowsky
LinkedIn – Emily Rasowsky
Yanique agreed and stated that we do need to remind ourselves of that sometimes because we do get caught up in everything that's going on and we're complaining, and we're just frustrated, and things didn’t go the way that we planned but sometimes God has a bigger plan for us and when one door closes another one surely opens. So, we just have to be open for that.
Links