Episcopal Church Foundation Vestry Papers - for leading congregations

I haven’t thought much about customer service since I was making book – and beer – money in college at the local deli.

Sure, in my career, it’s been important to treat people well. But I hadn’t thought about it as customer service, per se, until I began at Forward Movement. My work is focused on the editorial content, but each morning the full staff gathers for prayer and conversation. Inevitably some of the talk centers around customer service.

I’m amazed and impressed by the commitment to quality customer service. Of course the staff sometimes drops the ball, and a customer is rightfully disappointed. But most of the time, I witness the staff going out of their way to accommodate the needs of the customers.

Clearly Forward Movement’s relationship with customers is different in many ways than that between a church staff and congregation – or diocesan staff and the churches. But there also are some significant similarities, some customer service principles that we all should adopt in our faith communities.

First, there’s a commitment to prompt response. Same day, if possible. The reply might offer a range of answers, from yes, can do, to no, to we don’t know the answer. But what’s important is hearing back from the company (or church). The same-day response signals that the person’s concern is valued and heard, even if the answer is no or not yet. 

Secondly, there’s a commitment to respect. Sometimes people are mean or petty or frustratingly obtuse. But quality customer service means that we treat all of those people with the same respect as we would the kind old lady or our friendly neighbor. I’m not saying we allow ourselves to be mistreated. In fact, early in my diocesan career, I had to firmly tell a number of clergy that I would gladly talk with them about an issue – when they were able to treat me with the same respect I was offering them. But this commitment to respect requires holding our tongue, biting back bitter responses. 

Third, a commitment to customer service means going the extra mile. If we can do it, we should. Sometimes the rote first answer is no. As people of faith, we should turn that attitude on its head, to always consider how we might meet a need instead of declining to act. 

Adopting some of these customer service principles doesn’t mean changing the equation in the church, moving from a tithe to a tip, a quid pro quo of giving for receiving. 

It’s another way of living into the hard part of our baptismal covenant to respect the dignity of all people, even the annoying ones.