I walked into my bank recently and wished I never had to return. It was super quiet. No music playing. There were only 2 employees visible. One behind the main counter and one in an office on the phone. Neither seemed too excited to be there. It was dark, with many of the lights off.
Great customer service is a passion of mine, so I at times share what I think are insightful observations to those I think can or want to make a difference in their place of business. At least, I'll share what I feel will make the experience worth my returned business.
Here's what happened next...
(me) "Its so quiet in here. There's no music playing?" I'm thinking she forgot to turn the music on.
(bank employee) "I don't need music. These machines are noisy enough."
(me) "The music is for your customers. It feels like a ghost town in here."
(b.e.) After a placating laugh "Oh, we're not allowed to play music."
My next stop was to another bank where I was pleasantly serenaded as I walked in. #truestory
A Couple Thoughts...
1. Customer Service = Serve the Customer
Business owners or organization leaders: there are things you need to do for your customers or guests that may not initially benefit you but that make your guests/clients more comfortable. Embrace it.
2. Be a guest often.
The only way to become aware of what it feels like to be a guest is to be a guest. Visit businesses that are new to you and take notes. What makes you feel welcomed and valued? Why? What can translate into your business or organization that will add value to your guests?
Monday, June 16, 2014
Tuesday, June 10, 2014
Ministry is all about gathering people. We experience true life when we actively participate in relationships. Yet, some of us have been waiting around….waiting for someone to offer us opportunity. Waiting for life to slow down and grant us the extra time to connect with others. "Some day I'll step out of my comfort zone. Some day I'll be ready enough, good enough, charismatic enough to reach others." We've all said this.
What we don't realize is that in the passivity of waiting we are often being lulled to sleep.
Joy-filled relationships and opportunities are quickly passing us by and slipping right through our fingers before we even notice. In fact, we may never notice. That is…until we wake up.
"He who gathers in summer is a wise son: He who sleeps in harvest is a son who causes shame."
Our family recently went to a professional baseball game. Our 8 year old son had been talking non-stop about going home with a game ball. My husband was alert with his glove on his hand throughout the entire game. He was ready for the bless-ed event should it come our way.
During the 8th inning, many families started to leave early. Truthfully, I was being lulled to sleep in the summer heat. Until suddenly, I could hear the roar of the crowd and tangibly feel the rush of something coming towards us. There it was! The much anticipated game ball coming fast and fiercely towards Dan's glove. It hit hard.
Right. In. His. Glove.
Right. In. His. Glove.
- EPIC FAMILY MEMORIES
- JUMBOTRON FAME
- HEAD TRAUMA INJURIES AVOIDED
He caught it all…..Because he was ready.
Let's be ready. Let's be gatherers and not sleepers. Let's be gatherers of people as wise sons and daughters.
Monday, June 9, 2014
I've been corrected a lot. Growing up with 3 brothers produced a good amount of opportunity to find myself on the wrong side of the law (My mom's apple shaped cutting board, if you know what I mean!). Fast food jobs, high school sports, church serve teams, and ministry positions have all given their fair share of correction. The question is, did I learn anything?
Teachability, one of our leadership values at Life Church Jersey, has been defined as: "the willingness to relearn things we think we already know."
So, here's what I'm learning; its not IF I need correction, but how I respond to correction that makes all the difference.
Proverbs 9:7-9 NKJV
"He who corrects a scoffer gets shame for himself, and he who rebukes a wicked man only harms himself. Do not correct a scoffer, lest he hate you; rebuke a wise man, and he will love you. Give instruction to a wise man, and he will be still wiser; teach a just man, and he will increase in learning."
Teachability is revealed through our response to conflict and correction. Our character is displayed through how we endure pain. The question remains; Are you teachable? If you haven't been, you can certainly start right now.