Whatever Happened to Service?

Whatever happened to service? I mean, when did it become the practice of companies, churches and individuals to let customers (current or potential) and/or visitors fend for themselves while deciding whether or not to join something, buy something, or just enjoy simple courtesy?

I was shocked a few years ago when a young mall cologne sales person began to argue with me about my choice of scent; she thought my choice was subpar and didn’t fall for the rubbish that “the customer is always right." I didn’t offer that statement up front, but as she brought it up, I began to ponder the validity of that old quote simultaneously as I fended off my anger, turned and walked out of the store.

Defining “Service”

I watched a movie last night where the plot line revolved around a grand hotel in Europe just before and during World War II. Though quirky and fatalistic in its depiction of life and humanity, there were moments of sensitivity and poignancy. One such was when the hotel’s concierge—an old-world perfectionist who ruled the hotel staff with an iron fist—began lecturing his new “lobby boy” as to the tricks of the trade and the mindset one must have to be a successful service person. The concierge said, “What is a lobby boy? A lobby boy is completely invisible, yet always in sight. A lobby boy remembers what people hate. A lobby boy anticipates the client’s needs before the needs are needed.” One could replace “lobby boy” in that quote with “service” and my point for this writing would be complete:

SERVICE is completely invisible, yet always in sight

SERVICE remembers what people hate

SERVICE anticipates the client’s needs before the needs are needed

Regarding Church

I think the hotel concierge’s wisdom from the movie can teach a few things to church leaders as well. First of all, we mustn’t make the mistake that our visitors and guests know anything about the church, its customs, physical layout, etc. Using a variation of what was quoted earlier, a connection team at a church must “anticipate the [visitor’s/guest’s] needs before the needs are needed.” All one has to do is put themselves in that vulnerable position of a first-time guest to make sure there are plenty of friendly connection staff ready and waiting to help with any need. Signage must be beyond adequate to direct guests to where they need to go. But just like any fine establishment, it’s best to break from your station to walk with the guests to their desired destination. Introduce yourself and make sure to remember their names so you can greet them afterward.

Also, a service mentality must persist beyond the “welcome” stage in a church. We must help guide frequent guests into the “next steps” of commitment, such as salvation, baptism, new members classes, small groups, etc. For example, when a traveler is driving through an unfamiliar town after a food, comfort and fuel stop, it’s important that there are visible directives to get back to the interstate, and that those directions are clearly displayed. It requires a redundancy of prompts to get us onto the main highway. The same redundant, painfully obvious prompts must be present to properly serve and guide our visitors, guests and regular attenders alike. Everyone is trying to find the onramp to the interstate, no matter how far along the road we are!

Service Wisdom

Here are some helpful service hints from experienced waiters—guidelines that translate easily into general everyday life:

-Do not let anyone enter the restaurant without a warm greeting

-When you ask, “How’s everything?” or “How was the meal?” listen to the answer and fix whatever is not right

-Never acknowledge any one guest over and above any other. All guests are equal

-Do not ignore a table because it is not your table. Stop, look, listen, lend a hand. (Whether tips are pooled or not.)

-Do not let a glass sit empty for too long

“And whoever wants to be first must be slave of all. For even the Son of Man did not come to be served, but to serve, and to give his life as a ransom for many” Mark 10:44-45 (NIV).