Give a boy a horse, he’ll ride for a day;
teach a boy to horse around, he’ll have friends for life – An old proverb I
just made up.
My wife and I were at a megastore one day for a bit of
shopping. There was one small item we needed, but weren’t quite sure where to
find it, so we located a Customer Service Representative (CSR) to help us. You
could tell she worked there by the apron she wore.
I asked her where I might find what we were looking for. She
scrunched her eyes together for a moment and concluded that was a good
question.
She seemed equally baffled by what it was exactly we were
looking for, so we gave her the name of the product, the brand, and added the
“as seen on TV” prompt the advertisement on television had used to direct us here
to this establishment in the first place.
At that point her eyes widened a bit in near-recognition of
what we were seeking, then went back into a deep-dive scrunch before
concluding, as before, that it was a good question for which she had no answer.
Good soldier that she was, though, she stood her post and
did not move. She suggested we try a spot in the exact opposite corner of the
store from which she was located, and wished us well on our journey.
We departed for the far reaches of Wally’s World (name
changed to protect the identity of the store; any similarities to
establishments real or imagined is purely coincidental), but never did we find
the gizmo that would have made our lives much more meaningful and complete.
Sigh.
That’s quite different from what I experience when visiting
a local establishment where I’m able to find true and genuine value in the
world of, oh, let’s say “hardware” just for the sake of the story.
Whenever I drop in like “Tim ‘the Tool Man’ Taylor,” I am
greeted by black-shirted CSRs who know me both by sight and (often) by name.
Knowing the skills and expertise with which I carry out life
as a human being on planet earth, they immediately go into full blown
blue-light-special-compassion mode and enquire as to how they might help me.
I generally assure them that all sorts of specialists and
professionals have been trying to find the answer to that question for a number
of years now, and yet the CSRs insist that this time things might just be
different.
Having filled me with a sense of hope, I will confess what
it is I’m looking for, and they will walk with me, and together we will look
for what it is I seek. Not only that, but they will answer questions I have
regarding the project I’m working on, and if that particular CSR doesn’t have
the answer, they will find an in-house specialist who will pick up where they
left off. That’s true customer service.
The best thing about that store is
that being helpful seems to be a part of their culture. It doesn’t appear to be
an affect or something they’re regurgitating out of a training manual or online
course. When you pop into the store, they’re glad to see you and they want to
help you find what you’re looking for.
Whether at home or out and about,
I think it is important to be of service – to be ready to help. I think it is
important to see a person – not a customer; to see a person and not a purse.
That’s something Jesus taught. “I
came … to serve” and his followers suggest we “have this (same) attitude in
us.”
He’s given each of us an apron - our smile - and any way you slice it, we are Christ’s Service Representative; we are
expected to actively seek the face of Christ in everyone we meet.
Every person is walking around
with a list of needs tucked away in a pocket, and as God’s CSRs, we have the
privilege of asking them, “May I help?”