A week back or so I posted a video from Lee Cockerell’s talk about Job Performance in Church. He also talked about a couple of his books having to relate to Customer Service and valuing guests, customers, members, etc. Lee’s background includes VP of the Disney World Parks, so I would say he’s got a couple good things to share about Customer Service. I just finished his book “The Customer Rules“. First of all, a definite recommend. My wife and I have small business (Heart Box Weddings), so I enjoyed it from that perspective, but it was interesting to take a few nuggets from what I learned in that book to apply it to the church world. Now, I understand that church is not a business, but that shouldn’t keep us from learning everything we can about treating people better, valuing people, and in turn making a greater impact on people’s lives. So here are a few notes I took from the book. Again, I totally encourage you to grab a copy of it yourself.
- “Great Service is not just about what we do; it’s about what we are. You can have the best policies, procedures, and training in the world, but if the people you entrust to carry them out don’t have what it takes – forget about it.”
- “Being comes before doing”
- “Time and time again, customer service has been shown to be the best way to distinguish an outstanding organization”
- “Customer Service encompasses the entire experience, from the moment a person logs on to your website or walks through your front door until the moment they logy off or walk out.”
- “You win customers one at a time and lose them a thousand at a time”
- Each of your employees need to measure up to the 5 basics: Cleanliness, Personal Appearance, Clear Communication, Thoughtfulness, and Knowledge
- “Greet people with eye contact and a friendly smile”
- “If your appearance is professional, they will assume that the service you provide is professional.” Perception is reality.
- “Professionals show up- on time and ready to go”
- “Customers can sense a lack of passion from a mile away”
- “Experts serve their customers quickly”
- “Consistency is vital”
- “A cheery hello and a sincere good-bye can leave a customer with a memory of a positive experience regardless of what happened in between.”
- “Do unto your employees as you would have them do unto your customers”
I just realized that I have pages and pages of notes from this book. I should stop here and just suggest you check it out for yourself. Again, people that come to church are NOT customers. They are members of your family, members of the body of Christ. But there are some important lessons to be learned in the area of customer service for every church. How much more important is it that someone finds Jesus than Disney earn another customer. In the church world, we need to be experts at customer service. People matter too much. The cause of Christ matters too much.