The Secret

I'm currently in the middle of a GREAT read. I can't hardly put this book down.

Now I know I complain a lot about customer service - but I read something this morning that could be the secret. So many times we look to the employee as the one who has the problem. After all, shouldn't they be HAPPY to at least HAVE a job? One would think so, but maybe it's more than that. Maybe it's all in the way they're treated by their employer.

Years ago my father owned his own insurance agency. I used to tell him ALL the time that he was the best boss in the world. I didn't work there, but I saw the way he treated the people who worked for him and I was impressed. Very early on in my life, I learned that if you treat the people who work for you well, you have NOTHING to worry about. Translation: if you trust them and give them opportunities that challenge them and encourage them, you will have an employee for life and it will automatically make them a better employee! I know, it's simple thinking, but I believe SO MANY companies don't get this concept!

I'd like to share with you what I read this morning that, if more businesses put into practice, would improve overall customer service...

"...the most important people in this business are our employees! Some people will say customers are most important, but if we create the right atmosphere where our employees enjoy their jobs and have opportunities for growth, they will get a kick out of their work! Then that feeling will spill right over to the customer!... We remind them that they're not just working for a quick-serve chicken restaurant. They're working to create an atmosphere. "

That's my favorite line.. "They're working to create an atmosphere."

It's true, isn't it? How many times have we said, "I'm not going back there" simply based on the atmosphere or the experience. Here's what I know I'm checking out when I visit a restaurant...

• Friendliness
• Cleanliness
• Timeliness

In that order.

I want friendly service first. If I don't get it - I'm probably not returning.

I want a clean environment second. If I don't get it - I'm probably not returning.

I want my food served in a timely fashion. If I don't get it - I will think about coming back - but only if 1 and 2 are present.

So - this caused me to take a moment to think about the church. Without our volunteers, the church would not, could not, operate! Period. Our volunteers are the heartbeat to everything we do and they better know how much they matter. They better know that they're making the difference. Not just A difference - but THE difference! We're not selling chicken sandwiches - we're selling Jesus Christ. What do you think the list my look like for those checking out church for the first time? I would bet it looks very similar to my list above.

Are we working to create an atmosphere? You bet! Do our volunteers know how important their role is? I sure hope so! And I pray that it spills over to the guest on Sunday morning.