#WishBig

This week, as is typical, was a blur – but sometimes those whirlwind weeks are pretty sweet, too. It’s always a great feeling when you can celebrate victories in both your personal and professional life at the same time…and that’s just what this week was for me.

Last Sunday started off with a rushed “turn & burn” trip to the OC, and a chance to spend a day walking down memory lane for Miss Kim. I’ve mentioned Mackenzi before on the blog, the oldest of the “Four M’s” that I used to nanny while in college (and beyond). With life passing by faster than ever, I don’t get to see the now nearly-grown kids as often as I’d like – but there are some moments that you just have to make happen. No. Matter. What.

Sunday was one of those days, as I sat in the audience with her three brothers and a handful of family members and watched my little smarty pants graduate high school (of course, at the top of her class).

I wish I could take more credit for that moment, but still, memories of kindergarten homework flooded back to me. I know that, if nothing else, there are little “Miss Kim” imprints on my Mackie from years ago that will be with her as she heads off to UCLA this fall. I fully believe she’ll achieve everything and anything her heart wishes, and I’m so excited to see what she accomplishes next.

MackKim

While I was cheering her on here in SoCal, I had to play proud partner from across the country as one of my great friends and managed account partners, Mark Stricker of Wipfli, headed to Orlando to celebrate being named to Insightful Accountant’s Top 100 ProAdvisors for 2017.

I’ve worked with Mark since arriving at Intuit and there’s no partnership I’ve fought harder for over the years. I’ve watched him go from QB Desktop Expert at a regional firm, who had no interest in moving online, to becoming the internal champion leading the charge and paving the way to shift a national accounting firm’s small business division over to QuickBooks Online.

There has been blood, sweat, tears (more than you may think), and if you ask Mark, lots of rain whenever I’m in Chicago. We’ve come so far and I’m so proud to have had a part in watching him soar. The day he called me to tell me he made the list, I couldn’t have been prouder of anyone for anything. As we virtually high-fived each other on the phone that day, I remember asking him “did you ever think anything like this would have happened when we first met 4 years ago?”…he agreed, it was pretty much beyond his wildest dreams.

Mark earned that recognition and I’m so thankful that I got to share that moment with him. I’ll look forward to watching him continue to succeed as he leads Wipfli forward and helps them become a #QBFirmoftheFuture.

MarkKimCindy

As I wrap up this week and prepare to leave Sunday for what is bound to be another action-packed week of traveling, It’s pretty sweet to take a few moments and recognize the victories in life – personal & professional (and let’s face it, the professional ones become personal too). They help remind me why I do what I do every day – because at the end of the day, week, month, the sky’s the limit when you set your mind to it…so make it count, and #WishBig!

Advertisements

Play Your Position

Growing up playing soccer, I learned many lessons about being a good team player: don’t hog the ball; cover for your teammate when they need it; when you get a break-away…don’t look back! As the resident center forward, I spent most Saturday afternoons gloating about how many goals I scored – of course, very aware that it took an entire team to get me the ball, cover for me, and ensure that while I was sprinting down the field with the ball, nobody was going to sneak up on me at the last minute and make me miss the shot. There’s no way I would have had the successful 10-year run in the sport had it not been for my teammates.

Score

And every once in a while, when the lineup was laid out, I would see my name somewhere other than front & center, but on defense instead. I admit, I loved being the star & getting the high-fives for making the victories happen, but it was also very necessary to fill in when I was needed in the back field – or to give others a chance to be in the spotlight. So I would take the field and give it 110% every time, and be sure that I helped our team win every way I could.

Little did I know that 20+ years later, I’d be using those childhood soccer lessons in my professional life. For the past 9 years, my various roles have centered mainly around attending accounting conferences and trade shows – I made my name in the accounting world as “ScanSnapKim” by doing so, and have met so many amazing people on the road at shows. While the show circuit can be exhausting at times, there’s such a great community in which you become a part, and I look forward to seeing them at each event.

When I started at Intuit back in 2013 as part of a new Business Development team & program, we saturated the events world as a way to get our message out to our accountant partners. The past 2 years have been absolutely brutal, but amazing at the same time. I’ve often compared it to building a skyscraper – you have to first dig down deep, to ensure that you’ve got a solid foundation that will support the exponential growth yet to come. Of course, very few people see how much effort goes into building everything below ground – it’s always the building that gets the attention.

With that, we’ve had an incredible past year, as QBO has hit and passed the one million company mark here in the U.S. – and our team is a huge part of that growth. I’ve loved being part of this success – scoring victories along with my accounting firms as they transform their businesses into being firms of the future with QBO and cloud technology – and getting recognized internally and in the accounting profession for doing so.

All the success has come with lots of changes too – new leadership, new initiatives, new responsibilities. As we round out our fiscal year, I’ve been asked to play a new position, which will keep me out of the conference circuit for most of the remainder of the year. For the first time in years, I’m missing some of the “can’t miss” events that I look forward to each year. But I won’t be putting my suitcase away. In fact, I’ll be traveling more than ever as I visit accounting firms and work strategically with them to transition their practice…those meetings, which are vital to our success at Intuit, don’t however have event hashtags.

So as I sat in an all-day training session in Dubuque, IA this week, and now rush around the Mid-West from meeting to meeting, I’ll be thinking of everyone at Expensicon. Last week I could only sympathize with my fellow ITA members as they braved the Houston floods at ITA’s Spring Collaborative. And when I see all the photos from my work friends in the Bahamas next month at Scaling New Heights, I’ll likely be driving from firm to firm in Southern California. I’ll be missing all the laughs & photo opps, but I know I’m where I need to be to help Intuit reach our next goal.

My absolute best season of soccer ended unusually for me – I didn’t make the all-star roster, which was tough for me to swallow…but at our end of the year party, my coach presented me with the game ball – the ball with which we won every game of the season but two, the ball that took us to a sudden-death shoot-out in the championship game, the ball that she told everyone I had put the most marks on throughout the course of the season.

My hope is that as I play my position at Intuit this year, I’ll be fortunate enough to put a few marks on our game ball, and when I see everyone next year, I’ll have some great stories to tell about what we’re doing to help or firms reach for the cloud.

Soccer

#FriendsThatLift

This past week was a whirlwind trip to #QBConnect…an amazing time with so many awesome people. I knew before I left that I would blog about the trip, but it wasn’t until Wednesday night that I realized it wouldn’t be a real QBC 2015 blog without it including Kelly Bistriceanu (Kelly B to some of us). So we got together & jotted down our thoughts on how we got through the last crazy week. Without further adieu, here you have, a View From OUR Shoes…

We’ve both been on the road nonstop for weeks, and constantly doing “the best we can” to stick to our programs – eat right, sleep enough, workout as much as possible. But anyone who travels like we do knows how difficult this can be during conferences.

CTEj0UlUsAAz-ek.jpg-large

We’ve traveled together enough to know that it’s entirely possible to implement the buddy system for the greater good. Instead of slacking off together, sleeping in & sneaking back to our room with dessert, we’ve often held each other accountable and gotten up before the sun to get in our morning workouts, and have made many impromptu Trader Joe’s/ Whole Foods pit stops to ensure we’re sticking to our healthy eating plan. Heck, even when we’re not together we still manage to spur each other on.

txtphoto

It’s always possible, it just requires a little planning & a lot of commitment. Our #QBConnect plan of attack actually started weeks ago, as we emailed & texted each other, strategizing about shelf-stable portable meal ideas to take with us in the car for our 10+ hour journey to San Jose. We even spent our weekend in Palm Springs in the gym getting pumped up for the big show…

CSrIfvwUwAAlSZn.jpg-large

We were prepared to succeed and we stuck together to make it happen. #QBConnectOrBust didn’t have to bust our program.

Looking back on the past year, working out & eating right are just two examples of the Kelly & Kim strategy to building a solid partnership. It is our work worlds that have brought us together, after all, and we’ve taken full advantage of that whenever possible. From mutual introductions to industry contacts, to co-presenting at national accounting firms, to driving across the country to meet with more firms, to Friday night email conversations, to weekend strategy calls in airports while traveling to our next event, the partnership we’ve built has evolved from professional colleagues to “work friends”, and ultimately friends – no strings attached.

CSvqIwzU8AA4K2K.jpg-large

As hectic as life on the road can be, having someone who’s there to lift you up (or wake you up), bring you coffee (or pre-workout), give you a hug (or share a backseat of an SUV for almost 11 hours), and cheer you on to the finish line (or crawl over it right next to you), can be the most amazing gift. In a world where so many people try to keep personal-life/ work-life in two distinct boxes, for us there’s really no separation of the two. Now that we’ve helped each other survive & thrive when it’s needed most, we’ll always be #FriendsThatLift.

CSvRBW2UkAAm5Sq.jpg-large

About Kelly…

Kelly Bistriceanu is the Accountant Program Director at TSheets Time Tracking.  An avid competitive runner, fitness competitor and group exercise instructor, Kelly thrives personally and professionally by ensuring her passion for fitness integrates seamlessly into her road warrior life style. When not traveling the globe, helping accounting professionals become successful TSheets PROs, Kelly and her husband Daniel call beautiful Boise, Idaho home base.  Follow Kelly’s #TSheetsWorldTour adventures on twitter and Instagram @KellyTSheets.

My Friend Tom

It’s hard to believe we’re already gearing up for the next ITA Fall Collaborative. The ITA meetings are some of the smallest events I attend each year, but in a way, that’s why they’re special. I’ve been active in ITA since 2011, when I blew into Buckhead with my neon pink high heels and had CIOs and COOs at top firms talking about the new “shoe girl” at the meetings.

What started as some hallway banter between two Accounting Technology Association professionals was the start of some of the dearest friendships I’ve made throughout my career.

With various roles at several different organizations in the accounting space going back to 2007, I’ve known many of the ITA members even longer than I’ve been a “shoe girl”…they’ve literally watched me grow up, and many have been amazing mentors to me over the eight years I’ve known them.

Early on in my ITA tenure, I was fortunate to get involved in volunteer work for the organization. I’ve done a bit of this and that, helped out onsite, provided nurturing to fellow Affinity Partners, chaired committeea dedicated to Affinity Partners and young leaders coming up in the organization – and most near and dear to my heart, I’ve spearheaded (with help from several others) a movement of young ITA attendees, dubbed GenNOW. This group wants to help shape the future of the organization that we’ll one day be running. As a group, we’re largely unstructured, and primarily focus on building a community around younger professionals providing a safe place for them to gather and share knowledge…after all, the ITA creed is Knowledge increases in value when shared.

One of the best things to come out of the GenNOW movement is the realization that there’s no age requirement or limit to thinking next gen. Several years ago during one of the Fall Collaborative meetings, I met Tom Falloon of Cargas Systems, a VAR/ solution provider from Lancaster, PA, who was attending his first ITA meeting. Tom certainly knew other ITA members when he arrived in Salt Lake City that year, but when the cotton snowball fight broke out during the Winter Wonderland Gala, and most of the GenNOW-ers were behind it, Tom was caught double fisting white “snow”. We all sort of adopted Tom that week, and declared that he was “one of us”…little did he know – it would stick!

IMG_1845

Ever since that meeting, we’ve always made it a point to find each other on opening night and reconnect throughout the event. One of my favorite traditions is finding a new person whom we haven’t yet told the hilarious story from our now infamous game of “Heads Up” (sorry, inside baseball), that had to have permanently solidified the bond between Tom and me.

Tom continues to help the GenNOW group push for new thinking at ITA, and his support has become not just valued, but literally coveted. Many times as young professionals it’s easy to feel like you’re at the kids’ table, and not being taken seriously. Tom provides just the right dose of reality-check-meets-cheerleader to ensure that we keep our feet on the ground, but reach for our goals. Most of all, Tom has taught me that your birthday means absolutely nothing. You don’t have to be under a certain age to understand why it’s important to have young input in an organization. Young thinking is a valuable trait whatever your age may be.

So thanks, Tom – Oh, and thanks for the photo…not bad for your first selfie!

Tom

Growing Tomorrow’s Small Business Ecosystem

Millennials, schmillennials! For all the bad reputations today’s teenagers and young adults get (and some for good reason), last month my friend & colleague, Valerie Heckman and I had the privilege (and yes, it was definitely a privilege) of spending a day with 13 youngsters who will be running tomorrow’s SMB universe.

A few months ago, one of my national firms, Kellogg & Andelson in Woodland Hills, CA, shared with me that each year they host a Summer Internship program where they bring in a handful of high school students from the local Granada Hills Charter High School. Lorene Dixon, the VP over Bookkeeping at the firm, who is extremely active with the school, started this program as a way to give local high school students the opportunity to spend a week inside the firm to get their feet wet, and most importantly, to come out with a sellable skill. Her dream is to one day get a resume from one of these students after they graduate from college, and come back for a job at the firm.

Traditionally, she’s used part of the week to train the students on QuickBooks. As she’s moved her own clients over to QuickBooks Online this past year, she knew that in order to provide this year’s interns with the best possible skill set, the focus needed to be on the cloud. She asked if Valerie and I would be willing to come in and present QBO – and that’s just what we did.

With Intuit putting such a high value on serving our communities through our We Care and Give Back initiatives, I was thrilled and honored to be a part of this program. As is so typical when you find yourself in any sort of service role, I know we got so much more out of this experience than we gave. As Valerie said, “I absolutely loved the opportunity to show QuickBooks Online to this eager group of teenagers. Their reactions, their questions, and the stars in their eyes reaffirmed what I already know: QBO is designed for the firm of the future. You really can’t get more ‘firm of the future’ than a group of 16 and 17 year olds that are already interning at one! It’s exciting to think about how much we’ve grown as a culture in recent history so much so that the expectations they have as they enter the workforce are far different than what mine were and I’m only a little over a decade older than them. I find it thrilling that we at Intuit can and will continue to grow QBO to fit the needs of all generations of accountants and small businesses. Can’t wait to see where we’re headed”.

I have no doubt that our “baby sharks” (as Valerie dubbed them) will grow into future small business owners, accountants, app developers, and, maybe even an Intuit BDM and Product Specialist. These kids, or young adults I should say, were not your typical high schoolers. I didn’t see or hear a single cell phone, didn’t get one hint of adolescent attitude (not even when we got on our soapbox about what they should and should NOT post on Instagram, Facebook, and SnapChat). We almost forgot we were talking to teenagers until we asked them who had a bank account and not a single hand went up.

Their eagerness was motivating even to us. When we wrapped up the day, we had several students ask us how they could become QBO certified and where they could sign up to be a ProAdvisor. I encouraged them to start building their network that very day, and told them LinkedIn should be an app on their iPhones. That afternoon as we drove out of the parking lot, Val and I lit up when we both received a LinkedIn request from one of the students…she had gone straight home and built a pretty darn impressive profile. Her job experience? Intern at Kellogg & Andelson.

For as fast as we all run, as many planes we get on and typically feel like we’re never going to catch up…it was such an amazing experience to spend a few hours with this group – thank you, guys, for reminding us how important and rewarding it is to invest in our future. Don’t forget to come find me when you’re running the world some day! Go get ‘em!

KA

Live from #TurboTaxLifeLine 2015

This week I had an amazing opportunity to join the TurboTax social team in San Diego for what Intuit calls “LifeLine”…the final push before tax day where Intuit employees gathered to help answer the thousands (and thousands) of last minute questions from customers before the filing deadline. I was asked to blog live from the front lines, and my updates were posted on Insights (Intuit’s intranet) and sent out via SNAP (Intuit’s internal newsletter). I thought it was such a great experience that I had to share it here too…

Tuesday, April 13, 12:37am

I started yesterday (Monday) morning at 5am with a text exchange with fellow colleague Madeline Reeves (who was also here at LifeLine today) about how hard it was to get up so early & commute down to San Diego today (her from Seattle, me from Palm Springs)…after spending the day with the LifeLine team, I realize just how worth it that early morning was.

LL1

One of the highlights was sitting at the Social Team table with Jim McGinnis & Ken Wach – two Intuit VPs who surely could have said they had more important things to do than answer TurboTax customer questions…but there they were, sleeves rolled up, right with the rest of us. It was also humbling to see that in the midst of the numerous questions about why returns were $29.99 instead of free, or how they can get their money back for the duplicate TT purchase they made, there were questions that we were able to answer that somehow felt like we were making our customers’ life a little easier.

LL5

As a remote employee, I miss most of the holiday parties, costume contests, and sadly, sometimes camaraderie…but today I felt like we all came together to Deliver Awesome to our customers.

LL2

Wednesday, April 15, 1:37am

#TurboTaxLifeLine – Day 2

If Monday was a LONG day…the word for Tuesday was hectic!

Tuesdays in our AAG world are known as #TSheetsTuesday. One of our highest rated QuickBooks Online App partners, TSheets Time Tracking, has created a “can you top this” atmosphere where Intuit employees, partners, and ProAdvisors try to one-up each other each week with the best TSheets Tuesday photos featuring their trademark “supersoft Tshirts”. Yesterday, team AAG got to bring TSheets Tuesday to #TurboTaxLifeLine here in San Diego, and present Scott Cook with his first TSheets Tshirt.

LL4

Since Starting at Intuit 18 months ago, I’ve repeatedly been impressed by our leadership team’s “do as I say AND as I do” attitude, which always inspires me. I mentioned Monday how much it meant to see Jim McGinnis & Ken Wach in the trenches with us. Yesterday the cafeteria was packed again with employees from all over the place, uniting for one common cause: to do the nation’s taxes. I was honored to have the chance to personally thank Scott for setting the example for us and showing us how we win together. Just like a proud dad, he beamed back at me and said “well, our customers need us this week more than ever” and off we went, back to the AnswerXchange queue to see if we could delight another TurboTax customer.

LL3

In a company as big at Intuit – it’s so easy to feel like you’re such a tiny part of the big picture…but Tuesday we had this huge reminder that we’re all #OneIntuit.

Wednesday, April 15, 10:29am

Coffee!

LL6

It’s officially TDay – the mood (and the music) is more tense today. Even the social table could be mistaken for the “anti-social table”. Lots of heads down. We’re in the home stretch, and the suggestion board sums up my thoughts quite nicely. I think the whole San Diego LifeLine crew is running on coffee and passion to deliver awesome to our customers – one more day, team!

SocialLifeLine

Thursday, April 16, 9:45am

Perspective. Exhaustion. Empathy. Gratitude.

I can sum up my lifeline experience in those four words.

LL7

Coming from the QuickBooks world, I now have a new perspective on the role that our TurboTax care team plays – especially leading up to Tax Day. Having never been on the front line before, I had no idea the sheer volume, nor the vast array of topics that our customers struggle with to do their taxes. While some companies might feel that determining the depreciation schedule for chicken coops, whether someone should or shouldn’t be paying tax in Yonkers, or how to account for the $8,000 that a student earned from his father last Summer is not a software company’s problem, Intuit brought all hands on deck (including experts for each state), and did everything we could to help each and every one of them.

April 15 is sort of like the marathon finish line for most of my partners. They finally make it, but celebrating is the last thing on their mind – sleep is first. They’re exhausted. April 16 is a day of recovery for most tax accountants. With my partners, most of the last four weeks has sounded something like “That will be great, let’s talk after April 15”. This year, I finally understand (in a very small way) what that must feel like. We had agents chatting away until 9pm last night…it almost felt like a New Year’s Eve countdown…thank goodness it didn’t have to wait until midnight (everyone might have fallen asleep).

After this week, I have a new dose of empathy for my firms & what they go through. Yes, I only spent 3 days at LifeLine, but it makes me feel like I’ve lived in their shoes even if it’s for a short time. The pressure and the pace were just mini-windows into the end of tax season, and now I know exactly how my firms must feel.

Finally, I am so filled with gratitude to Intuit, and to the team who does this full time. I’m thankful that we have agents who sift through these questions and help these customers all day, every day. I’m grateful that our company chose to give the rest of us a chance to ride along for the week and see how it’s done. And I’m thrilled to have the chance to share it with all my colleagues and recommend LifeLine to anyone who has the opportunity to do it next year. I’ll happily save a seat for you.

LL8

Going the Extra 1,000 Miles

With a quick glance at my Twitter feed, you’ll find out pretty quickly that I’m extremely passionate about customer service. I probably choose to exercise my Twitter voice a tad too often when I’m frustrated by any of my frequent vendors, or receive poor service in general…and I know I’ve already blogged about the topic here too. But it’s a two-way street – I expect and expect to provide others with exceptional experiences. It’s part of why I feel working at Intuit fits me so well – after all, our final core value is Deliver Awesome.

When I personally experience a disappointing customer experience, I often find that the way it’s handled is even more of what sticks out in my mind than the initial problem in general. For example, I was recently mischarged at CVS for a few items (nothing earth shattering, but it was more the principle of it), and hadn’t caught it until I was already home and on my way out of town. I brought in my receipt when I got back, and explained what happened. While the woman did refund my money (finally, after an argument about it), she made me feel so stupid and frustrated that while I got my $10, the experience was far more expensive & I left a frustrated customer really questioning whether I wanted to shop there going forward (after all, there’s a Walgreens down the street). Or on a recent flight delay, I finally argued United into Super-Shuttling me home instead of making me stay at LAX (25 minute flight from Palm Springs) overnight, but not after they gave me such an attitude that I actually Tweeted to American Airlines asking if they would match my United status.

I sometimes feel like a broken record talking about how proud I am to be wearing Intuit Blue and representing a company who puts Employees and Customers so high up on their priority list. This past month, however, I’ve been involved in a situation that takes that pride to the next level and beyond.

The scenario starts off with every employee’s worst nightmare – a partner, and their customer, having major problems and unable to get straight answers from support. To add insult to injury, there was a delay in getting an escalated support agent in touch with them. I’ll just come out and say it – it was bad. I was mortified that balls were dropped, and absolutely fell on my sword with my partner accepting full responsibility for the delay, and the poor experience.

As if it couldn’t get any worse, all of this culminated the Friday night before Christmas…but that’s actually where the story starts getting good. Around 5pm local time, I had a VP at Intuit on the phone, walking the halls of the office, recruiting an army to fix it.

I’d love to say it was an easy fix – and that by Monday morning that next week they were up and running, but that’s not how it went. If you fast forward – you’ll skip through multiple hospital visits (don’t ask), numerous long nights & weekends worked (including middle-of-the-night file imports), several holidays ignored to ensure deadlines were hit, and a plethora of other bumps in the road…all with one goal in mind: Deliver Awesome to this customer.

No, we couldn’t make up for the poor initial experience, nor could we snap our fingers and make this particular problem go away, but what we could do is provide our partner & customer with the determination to get them back up and running and not give up on them. After one of our numerous status calls, I wound up in a back & forth conversation with our Care Leader who’s been spearheading this operation – and I told him then how much I knew he’d done – and appreciated him & the team so much. I couldn’t help but feel, in the midst of this nightmare, so much pride to be on their team. We jokingly asked each other about a theme song for this entire project – his suggestion seemed too fitting to argue – he and the team have definitely gone the extra 500 miles – and 500 more!