Customer Service is not Dead!

Today I had two separate encounters that made me take a step back... and smile! BOTH involving customer service!! Shocking, I know!

I had three really heavy boxes to ship out to one of my sponsored families in South Dakota. I knew the rates were going to be high, so I went to a local postal connection shop I'd heard of that would send them the quickest, cheapest way possible - whether that was USPS, UPS, FedEx or DHL. I'd done my research online to see about what I should expect to pay. I didn't want to be too shocked by the price in the store!

As I arrived and began lugging the three boxes in, a middle-aged man asked if I needed any help and began drying off my boxes since it of course began raining just as I started carrying them in the door. Then he asked me for the piece of paper I had in my hand with the address. He made some small talk as he began weighing & measuring the boxes. He really seemed like a nice gentleman. What I noticed was, as other people came in the door, he seemed to know each of them by name, and was truly happy to see them. He obviously loved his job. He asked me what I was sending (to be sure I wasn't shipping something like guns or drugs I guess - like someone would admit to it if they were - but anyhow...). When I explained they were clothes & blankets & such and he noticed the name and address, he asked if it was a type of donation. I said yes, the items were going to a family I sponsored on the reservation. He didn't say anything else, just continued to label and prep the boxes for shipment. Then he transferred the information to his checkout computer to ring up the sale. He said something about "now we'll do our part" and then pushed a button. Suddenly a 10% discount on each package popped up. He'd already done his best to get me the lowest rate possible, and now he was taking it upon himself to help out even more by discounting it. When I tried to thank him he brushed it off. I walked out of the store determined that if I ever need any service they provide for the rest of the time I live here, they get my business!

So then I drove over to CVS (again) and had a frustrating time checking out. I tried to think about the positive experience I'd just had and focus on getting out of there in one piece. Daniel had asked me for a vanilla shake to help soothe his throat so I stopped at a locally-owned ice cream shop to grab one. It did not surprise me to see a teenage girl working the counter. Most teens who are going to work this summer have already started, though their skill, training and customer service are probably not quite to par yet. This young lady answers a question I had about the sizes of shakes available with a smile. Then she says "yes ma'am" when I finally decided and ordered. I'm pretty sure I stood there with my jaw hanging open. She came over with the shake and asked if I needed anything else. I ordered a pint of orange ice to keep on hand for the sickies in the family. She smiled and said "sure!" and went to get it. As she was getting the ice I asked her if she'd just started working there. She said yes - she was trying to earn some extra money this summer to help her family pay the bills. She kept talking as she got the ice. She was 16 and going to be a junior in high school in the fall. She was the oldest of 3 kids and dreamed of going to college, but needed a "money miracle" to get there. Tears welled up in my eyes and as she wasn't looking some extra bills went in the tip jar. She was so pleasant and cheerful - and very professional - especially for someone her age. As I paid and gathered up my purchase I asked her if I could get her first name. She gave it to me and I said, calling her by name, "I'll be praying for that miracle for you - and I'm sure I'll see you again this summer. Have a great evening - and thank you." I got in my car and immediately said a prayer for this girl and her family. I then came home and found the number for the manager of the store, and will be calling him tomorrow to tell him just how wonderful of an employee he hired for the summer.

As I drove home the thought occurred to me, "Maybe good customer service isn't really dead after all." Then of course came a thought from above, "What kind of customer service are you providing this world? You are here to serve Me and serve them. Are you doing a good job?" Wow... talk about hitting a soft spot. Truthfully, sometimes people just downright irritate me and I'd much rather stay in my own little corner and not come out and deal with any of them. I'd rather be the typical New Yorker and brush past people without seeming to notice they are there. I'd rather stay in my own comfortable world and avoid any contact with others.

That's not what He wants us to do. He wants us to be out there talking to people, or at least smiling at them. He wants us to encourage others. He wants us to share Him with them. We can't do that if we remain in our little bubble of solitude. We need to practice good customer service and help people realize they are each special and each a part of God's plan for this world.