I was out Christmas shopping the other day, and the experiences I had at two different stores was polarizing.

I started off going to store (which will remain nameless) where you ship packages.  When I pulled up, I quickly realized it was going to be “one of those” visits.  The line was out to the second, outer door, and wrapping back deeper and deeper in the store, and I could tell the customers were frustrated.  I had to get some stuff dropped off, so I didn’t have the option of turning around and coming back later.  I began waiting.

As I got a little closer to the register, I realized that there was only one worker, and he was burned out.  The only other worker in the store was running around taking care of other things.  I heard him announce, “We’re locking up!  If anybody comes to the door and tries to get in, please tell them that we’re closed.  If they don’t believe you, please call me and I’ll take care of it.”  I didn’t feel valued as a customer in the least.

Next, I went to our local mall, to one of the clothing stores there (which will also remain nameless).  As soon as I walked in, I was greeted by a smiling worker who offered me a shopping bag.  As I went throughout, the workers were pleasant, and looking to serve me.  When I walked to the front to checkout, the line had begun to back up.  At that moment, another worker announced, “If you are able to pay by credit card, we can take care of you right now!”  There were multiple “cashiers” setup with iPod touches that could scan your card and process your payment right there on the spot, without you having to wait in the long lines.  

I felt like each worker, and thus the whole company itself, truly cared that I was there.  That wanted me to have the most pleasant experience possible from the moment I walked in to the moment I left.  Every detail mattered.  And in the process, they’ve created a raving fan out of me.

Don’t doubt that customer service matters.  It will create raving fans who will tell others about your organization.  Bad customer service creates raving fans as quickly as good customer service does.  Especially in our churches.

People talk about your church after they visit.  I guarantee it.

What do you think they’re saying?

Did they feel warm, welcomed, and valued?  Or did they feel like you didn’t care for them?

You know that there are plenty of theological, philosophical, practical, and past hurts that keep people from experiencing God’s love, grace, and forgiveness.  Let’s not let their rejection be based on poor customer service.  How easy is it to offer a warm smile?  A hearty handshake?  A good cup of coffee?  An umbrella on a rainy day?

Have you had a customer service experience you’ve talked with someone else about lately?

Does your church focus on customer service issues?  Should you help start the focus?