I work for a service company. We make money because customers decide that the services we deliver have something in them that is worth letting go of their hard earned cash. It is true that we have some customer who use us once, pay the bills, and then move on to another provider. However I have never met once of these customers and statistically know that they are rare events.
You would think that all of us know, are constantly reminded of the fact, and act in a manner that says to every customer ‘thank-you for your custom’. It would seem obvious that being in a service industry with lots, far too many than are needed of alternative providers, that every employee would act as if their jobs depended on it when giving or providing service. You might even think that this is a value that we hold to be important.
No, No, and No! Not even close.
Now it is my job to change that, at least for one part of the organization. There are days, a few recently, when I realized just how far we are from anything resembling the ideal or even a proxy for a company that is reasonably customer oriented. For some this would be reason enough to abandon the cause and move on. Why try to push water uphill? Yet there is something magically that happens when you know that you are empowered. You know that you can make a difference!
“Jesus said, “Get up, take your bedroll, start walking.’ The man was healed on the spot. He picked up his bedroll and walked off. That day happened to be the Sabbath.” (John 5.8, 9)
Imagine a world where your choices could make a radical and fundamental difference in the lives around you. Try visualizing a picture with you playing an active role in nurturing someone who is otherwise dying. Try dreaming of the cellular changes that occur when the body experiences truth.
The message is company employee, you and I is the same. Welcome to today! You have power.