Being Willing to Go the Extra Mile

One of the nose pads on my glasses fell off and went missing on Wednesday. I wore those glasses all day long while being uncomfortably poked by the empty wire with no pad on it. Since I’m in Austin, I had to find a vision center asap. So, Thursday morning I found the closest nearby eyeglasses center and expressed my dilemma.

Now, mind you, I didn’t get my glasses there so they could have just turned me away, especially when they didn’t carry my brand of eyeglasses. But, you would have thought I was a VIP to them. Not only did Gayle find a pad and put it on, but when I asked if I could purchase a backup pad, she gave me two. I was going into my purse to pay and she said, “Oh, that’s not necessary!” Then she tightened the wires on my glasses so the pads wouldn’t fall off so easily. Then, she sprayed them and cleaned them with an impressive cloth. I asked if they sold those cloths and she said, “No, not this size, but I’ll give you two smaller ones!” Oh. My. Goodness. I was taken back by this kind lady’s thoughtfulness, kindness, and generosity. I quickly texted my children and said: “If you need glasses, go here!"

That is what I call going the extra mile – above and beyond what I asked for – an all too unfamiliar experience these days. How often do business representatives appear to be bothered when we ask them a question? How often are we made to feel that we are taking advantage of them if they have to get up out of their seat to get something for us? Don’t they know I’m a valuable customer that helps pay their salary?

I heard the Benham Brothers ( benhambrothers.com ) talk about the way they started in real estate. They would go help banks manage their bank-owned properties, but they didn’t stop there, they mowed the lawns and fixed up the houses. They went the extra mile and their real estate business exploded. They said they teach their children to always go the extra mile. “If your teacher asks for a 10-page report, give her 11 pages.” If you’re mowing a neighbor’s lawn, go the second mile!”

That “go the extra mile” quote is found in Matthew 5:41 when Jesus was giving His Sermon on the Mount. He said, “If anyone forces you to go one mile, go with them two miles.” It was during that time that there was a law that if a Roman soldier came up to a Jew and asked him to carry his pack, the Jew, by law, had to carry it for one mile. Jesus was saying “When you are forced by law to carry that pack one mile, I want you to carry it two. The first mile fulfills an obligation. The second mile fulfills the Law of Love.” Customer service is in the Bible!

Customer service and satisfaction are BIG on my list. Being a people person having been in sales and marketing for many years, I notice genuine care and concern for customers. This experience with this optical business gave me hope for other companies and businesses becoming "customer-friendly and customer-focused", too. The greatest part of this experience was, once again, to take life in stride. Yes, I was bugged with those eye-glasses poking me and having to go out of my way to find a vision center. But, little and big stuff happens and when it does.....SHIFT the focus off of the stress, concern, and worry by picking up a penny, and reading IN GOD WE TRUST.

Oh, that’s what happened right after that eyeglasses repair. I went to another store and parked and when I got out of my car, there on the ground beside my car were seven pennies. Pennies from heaven! I could just hear God saying “There you go! Trust me in each and everything! Nothing is a surprise to Me. I noticed that you said 'God bless you' to the clerk! You gave Me to her. Great way to say “THANKS!'"

"All things work together for good to those who love God and are the called according to His purposes." Romans 8:28.

Keep Your Words Soft and Sweet

Last week I called an 800 number to get info on an online product. After a long wait in the queue, my conversation with the customer service rep was upbeat and informative, until I told the agent that I'd need to call back once I've made up my mind about ordering the product. That's when the conversation went south and she went into a Dr Jekyll to Mr Hyde mode. She angrily said, "You mean you're not ordering the product? You've wasted my time. I could have been helping someone that wanted to order. You should have called customer service!" Of course, with my tone of voice making it clear how frustrated I was at her attitude, I said "Are you kidding me? I thought I did call customer service. It was the only number I saw and you are the most rude customer service agent I've ever talked to. You need a course on customer service skills! What is your name?" She told me but it was probably a bogus name. She hung up on me. Whew!

I really don't think that unhappy gal was following standard procedures. But the more I thought about her, I really do think she needed to meet her sales quota for the day, and I interrupted her progress. And, she may have been under tremendous pressure in her home and business life.

Later that same day, I encountered a long wait in line at a store and while I was inwardly going through the thoughts "Why don't they get another check-out clerk? And, why are there three store clerks in a huddle just chatting away?" Frustrations were mounting in my little picture-perfect day.....until . . . I started thinking about the fact that I’d acted almost the same way with the rude and frustrated customer service agent. Now I was having to do a self analysis. I was regretting my impatience and lack of sensitivity now at this store, but to that agent who was, perhaps, having a tough day.

Before MY call, she probably had another caller who "wasted her time" -- especially if she is paid only by commission on what she closes. Suddenly, I felt sorry for her. I imagined her packing up her things at the end of another long day and heading home. A home where she had to face her own daily aggravations, frustrations, and to-do lists.

That’s when it hit me. While on the phone, I never pictured her as a person. To me, she was just a voice on the other end of the phone that was causing me extreme frustration.How might my reaction have been different if I’d stopped to think about her as a woman just like me? What might it be like to be her, to live her life, and to have to go to her job every day?

I really think God was trying to get my attention to be more aware of my reactions. More aware of handling daily frustrations in a way that reflects a heart that loves the Lord.

Proverbs 16:24 says "Pleasant words are honey from a honeycomb— sweet to the soul and healing for the body." I want pleasant words to come from my heart that is humble enough to reflect God’s character in my actions and reactions. Whether I am talking with a customer service rep or interacting with those I do everyday life with, I want to work towards being a woman who displays godly character. I want the Fruit of the Spirit: love, joy, peace, patience, kindness, goodness, faithfulness, gentleness and self-control to be evident.

Whether my day goes smooth as glass or is rocky and bumpy, may God’s messages of truth have such an impact on me that my heart and my mouth produce "soft and sweet words.....so that if I have to eat them, I'll be eating yummy, delectable treats. How about you?

Customer Service ROCKS!

Day 208 of Photo Inspirations -- Customer Service ROCKS!!!
Day before yesterday I arrived safely back home in Tulsa on my Southwest Airlines flight -- all was well, except one of my bags didn't arrive.  I routinely completed the missing bag report and was assured that my bag would probably be in on the next flight from Chicago.  Southwest has been my airline of choice for a long time.  I'm a fan because:

1)  I always find a better airfare with them when I book 14 days out.
2)  Their seating style is great -- you get to choose where you want to sit (in order of your check-in).
3)  Two bags can be checked in for free.
4)  FREE inflight TV and music
5)  Hilarious, singing flight attendants.  And the rest of their personnel are friendly and courteous.  
6)  You still get free peanuts and pretzels.
7)  There's NO First Class Seating -- you can go to whichever washroom you want.
8)   Their flights are on time.....most of the time.
9)    I had to make changes on my return flight from Seattle -- no upcharge to change.

No, this isn't a ploy to get you to fly with Southwest  It's a simple "give credit where credit is due".

THEN -- the unthinkable happened.  Since there are two bags FREE, I reasoned it would be a good idea to check in all those things that I typically put in my carry-on, and this time, it included my computer -- the computer that has all my graphics, photos, business contracts, and extremely important documents in it.  So WHAT was I thinking?  Perhaps, this was the Good Ship Lollipop? Actually, as one representative said, "The bag was probably held up in Security because of the computer" -- it probably wasn't a SWA issue, but a mistake on my part.

So what do I do when a crisis like this takes place?  I go to the phone AND the throne.  I texted my prayer walking friends to pray with me for protection and safe return of my luggage AND my computer.  They did.  I did.   Throughout the day I would thank God for the safe return of my belongings, and then call to see if they had word.  Each time....no word.

Then while I was at a women's meeting last night, Cindy from Southwest called to tell me my bag had arrived in Tulsa. She was the one I filed the original report with.  She was so kind and accommodating and apologized (even though it sure wasn't her fault). I gave her thanks and to God and my angels for the blessing.   When I told the women at the meeting about my answer to prayer, one lady said, "I'll bet your computer won't be in it!"   I assured her that my trust was in God.    After the meeting, I headed to the airport and as I walked to the door, I noticed this penny on the ground.  I never miss picking up pennies.  You see, on the penny is "In God We Trust" -- and I'm always reminded, that it is HE that I trust in for the big AND small things.  He is so faithful to me.  At the Southwest baggage office, there was this smiling, sweet lady with my bag by her side.....as well as an envelope.  The envelope contained a Southwest $50 voucher in it.

So now I've added another point about Southwest being so great:  10)  They apologize profusely for the luggage delay and they back up their apology with a voucher for your trouble......even though it may not even be their fault.

Customer service and customer satisfaction is BIG on my list.  Being a people person and  I've been in sales and marketing for many years, I notice genuine care and concern for customers.  This experience with Southwest gave me hope for other companies and businesses to become "customer-friendly and customer-focused", too.  But, the greatest part of this experience was, once again to take life in stride.  Stuff happens and when it does.....SHIFT the focus off of the stress, concern and worry by picking up a penny, reading IN GOD WE TRUST....and REALLY trust Him for the outcome.  "All things work together for good to those who love God and are the called according to His purposes."  Romans 8:28.  That $50 voucher showed me how trusting in Him reaps great rewards.  Thanks, God!  Thanks, SWA!
#SouthwestAirlines #CustomerService #TypingOnMyAwesomeComputer

Following the Lead of Successful Businesses and People

When my family comes to Tulsa, eating at Chick-fil-A is a MUST! It went quickly, but we waited in a long line to place our order at the drive thru window!. Always a crowd there, I said, “This is really a phenomenon!” Then I remembered just why this company is so successful and has grown to be the second largest chicken chain in America. Some would say it's the food. Others point to its clever advertising. (Let's face it, there is something appealing about seeing a cow beg you to "Eat Mor Chikin.") But, Founder Truett Cathy has a different view. He declares that the secret of his success is the company's high quality of people and their attention to customer service.

How do they attract such people? Truett says it all goes back to Chick-fil-A being closed on Sundays. Truett believes everyone should have a day off a week - for church, rest, or to enjoy family. Accordingly, Chick-fil-A has attracted outstanding teams - many industry experts will say its people are the best in the food industry.

And, ONE of the reasons their record-setting drive-thru is so fast, and accurate, is that the team taking orders is in their own private part of the restaurant. Their focus is all YOU and YOUR order, with no other distractions. It's part of their commitment to offer their customers the best experience possible!!

I was thinking about the standards of Chick-Fil-A, compared to our own standards of excellence, or the lack thereof. Do we brand ourselves with personality, wit and quality? Do we work hard, play hard and get adequate rest that we need? Do we honor God by setting aside a day, or time, for Him? Do we REALLY focus on the people in our lives – making them feel important, special and loved, or are we easily distracted with our cell phones or other matters that take away our attention from those who really matter most!

I think it’s time to follow the lead of successful people in business and in life – it just might make the difference we’ve been looking for to move up the ladder of personal and professional success in our own life!