Reflecting Christ in Trying Times

Kind of a quiet week on the blog. So sorry! I've been busy with some big projects--and some heart work, too. That's the basis of this entry. I've been pondering my reaction to something in recent days, so I'm going to "think aloud" with you all here.

It all started when I went to charge my phone a few weeks ago and realized my car charger was missing. I have always kept it in a pop-out drawer in my car's dashboard. But after taking my car to the car wash and then to my dealership for servicing, I realized the charger was missing. I don't know where it went missing, but it certainly was disappointing to realize I had been "relieved" of it somewhere along the way, likely at one of these two places. It was especially disappointing after the dealership had to keep my car an extra day because they were short-staffed and couldn't do the work on the schedule they had promised.

Next, I was forced to gate check my carry-on bag with my laptop on one particular flight because there was no more room for about 20 or so of our bags on this plane. It made me wonder what the people already on board had been putting in the overhead bins -- barcaloungers? golf clubs? body bags?  I was really mad at myself for forgetting to remove the laptop before I handed over my bag, but I was grateful that no one stole it from my unlocked luggage. That is, until I saw the three new dents (and damage to the screen) that occurred when the airline put the bag through the entire baggage carousel routine, rather than returning it back to the jetway at the end of flight, as is customary with gate-checked bags. Carry-on bags and their delicate contents aren't meant to be stacked high like a wood pile and then slung onto a conveyor belt. I reported the damage, but the airline was not claiming any responsibility. Of course.

That was followed by a frustrating series of broken promises from my mortgage company, which has missed four closing dates over the past two months on a loan of their own that they are refinancing -- nothing too complicated. Their poor service has negatively impacted me and caused me to jump through more paperwork hoops as the information I keep providing becomes outdated with the passage of time. I hope it will be resolved soon, but I have my doubts. I'll be candid: In this bad economy, it's hard to be understanding about poor service from a company with too much business to handle.

What ties these three things together? I had been used to stellar service from all of the companies involved. But that was back in the good ole days, when companies could afford to fully staff their operations. Now everyone is working on a shoe-string budget and good service is evaporating -- along with my goodwill and patience. In fact, I was seriously tempted to leverage the audience of this blog to name and complain about these companies in the hopes it would pop up in a Google alert on some PR or marketing person's desk. (Just keeping it real here...)

But then I realized God was at work. This recession does not escape Him and He has as many plans for advancing the gospel now as He ever did in the (illusionary) boom times. No man-made epoch, such as this bad economy, is going to catch Him by surprise. So if God is sovereign over these service companies (and He is), then I can stop viewing these events solely through the lens of my inconvenience. I was gracious about the first two events, but I have to say I wasn't as understanding with my mortgage company. My housemate heard me at one point and gently asked why I was talking "so strongly." Good feedback to have! 

All this leads to the thought I've been pondering the last few days. Our prosperous economy created a certain expectation of customer service that simply won't be matched in the new reality. The people who are left doing this work are stretched thin, understaffed, and probably anxious about keeping their jobs. Stellar service is likely to be a thing of the past. So the question before us as believers is this: How will we manifest Christ in a negative business world? We all understand the ministry needs to the unemployed, but are we thinking about the remnant that is left to bear the brunt of dissatisfied customers? I expect that many companies will continue unraveling and blown deadlines and damaged goods will be the new normal. So will I be shaped by my American consumer values or the values of Christ's reign in this new service economy?

I pray it will be the latter -- but that will not come easily. 

Comments

[Michelle]

This is a great post. It is true that customer service is changing and how will Christians respond....I hadn't thought of it that way before. I live in Ukraine where there is no concept of customer service! It is a trying and exhausting way to live and I don't think that companies will fare better in the long haul. They will loose money.

[Rochelle]

Carolyn! I have experienced some similar (yet smaller in scale) things recently. But then last weekend I was shopping and received some of the most stellar customer service I have had in a long time. I was so surprised that I did something I almost never do: I told the sales clerk what an excellent job she was doing. It made me realize that in this new economy, the norm is going to be much different. In the old economy, I would have been quick to complain when I received poor service, but it was somewhat rare. In the new economy, I need to be just as quick to point out service that goes above and beyond. Thank you for this post!

[Tami]

The ironic thing is, that great customer service -- in the form of courtesy and kindness -- is the one thing that costs a company nothing, and has the potential to reap them the best goodwill (and return business) in turbulent times.

I don't have expectations that people are going to be super cheery just because I shop at their store. As you say, people are understandably overextended and worried. However, perhaps there will be a paradigm shift, and managers will train employees to be more courteous by *first* modeling that kindness and courtesy to the employees. If the employees feel valued, perhaps they won't be quite so apprehensive and worried.

Ironic #2, I experienced *worse* customer service when things were booming. It was as though businesses just expected you to spend your money, and did not feel obligated to offer the slightest kindnesses.

BTW, I generally experience the *best* customer service at my little local stores. Sometimes they cost a little more, or they don't have the brands I "expect" to see, but I view it as an investment in a community member's hard labor.

[Rose Welty]

In addition to all that you have said, it is also an unprecedented opportunity for Christian small business owners to be different than the normal. If we as Christian business owners can handle our customer service in a stellar fashion then perhaps we will have an opportunity to share why we try to excel when the world does not. To God be the glory in all areas of our lives!

[Cheri']

What you have written is so true! We don't have any idea the stress people in the service industries are facing nor how miserably they are probably treated these days.

I was unexpectedly surprised the other day when, after simply smiling at the lady taking my money in the drive-thru, she said, "Thank you so much for your smile and pleasantness. It's so refreshing after all the nasty people that came through before you."

I wish I had said something about Jesus being the reason I'm happy, but her comment surprised me so much, I didn't. I was just glad I had helped her day be a bit happier.

[Kika]

Only a couple years ago, the area I live in was going through a major boom. People were spending money so fast that companies were short workers and service was horrible... so good or bad economy we can be challenged to "rise above", keep our tongues and attitudes in check and ask Christ to continue refining us that we may honor Him in all our dealings. As Christians we do need to be different and praise and encourage others for their efforts - even going out of our way, I think, to see the positive and bring out the best in the people we encounter. Thanks for your post!

[MaryAnne]

While I haven't noticed a shift in service just yet, I have noticed a shift in stock-my local Costco is carrying a smaller selection of products, and I'm seeing it in other grocery stores as well. It's not like they didn't have the product, just less choices. It made me aware of just how desire driven versus need driven we are as consumers.

[Christina L.]

Hi there! I really appreciate this post, though I have been on the opposite end. I work for a nonprofit housing agency and work with the homeless. With the poor economy, I have had an overwhelming amount of people trying to get into our housing. Unfortunately, this week we reached capacity and I had to call over 60 families and tell them that their appointments were all cancelled and many have no where to go. To say people were displeased is an understatement and I received several heated calls. I am glad that you posted about companies trying to do the best they can with their resources they have available. We are stressed too.

[Julie]

I think we, as Christians, are called to bless those who do us wrong. Although, in your situation, I could see how that would be tough to do. My recent situation is much less severe. I recently discovered that car wash coupons are missing from my console between the front seats. Could be the oil change place or the tire place. Made me very angry. People do desperate things in desperate times. Thankfully we have an awesome God who never leaves nor forsakes us.

[Michele]

Great thought-provoking post, Carolyn. Thanks!
I write this from my work desk, which after Friday won't be my work desk anymore. Up until this point the "bad economy" hadn't really touched me too much. But now it's throwing me into the unemployment line. At 31, I've been blessed that this will only be my first time in the unemployment line.

With all that said, I'm sure you can imagine where my mind has been these last few days. But, with you sharing what has been on your heart, you've helped to re-focus me. Like you said, a "Good" or "Bad" Economy doesn't escape God; and it doesn't change our call as His children. We are still called to share the Gospel and to approach life from a Gospel center, not a world or economic center.

Thank you for sharing your heart with all of us. I think your words minister to others more than you realize.