I’ve had a couple of occasions in the last few weeks to send a polite but firmly worded letter to a company to complain about a service issue. It actually takes quite a bit to move me to the point where I’m ready to complain. I have a good deal of tolerance for small inconveniences and I’ve worked front-line retail and back office operations and everything in between so I understand that sometimes things just happen. However, when a problem reaches a point where the service I’m paying for does not fulfill the agreement I’ve entered into with the provider, it’s time for The Letter. It is never rude, but it lays out exactly what I am unhappy with, and how and when I would like to see it resolved. The true key to The Letter is the recipient; it should always go to someone high up enough on the organizational ladder to have the power to get things fixed in a jiffy.
Yesterday, I had another reason to contact customer service, but this time around it was different. I was in the wrong. In the process of cleaning my kitchen, I accidentally destroyed a document I needed, and I dreaded contacting the company who could hopefully provide the replacement. It’s a very large company, and its reputation for customer experience is not very good. My past interactions with them had been filled with corporate-speak on their side and frustration and long hold times on mine, but I really needed this piece of paper, so I decided to take a chance and call a small, somewhat local office instead of the “official” number. I spoke to a lady that couldn’t have been nicer. She truly went the extra mile to help me, and while it just wasn’t possible for her to fax me a same-day replacement like I’d hoped for, she explained how she had tried to make that happen, why it couldn’t happen, and what additional steps she had taken to make sure I did get it the fastest way possible within her abilities.
That got me thinking… Christians seem to often be viewed from the outside, or maybe even from groups within, the same way we view large, distantly-located corporations. We are seen as a group filled with rules, and policies, and “We can’t do that” and “You better not be doing that“. The more public opinion is freely expressed through social media, the more it seems that it is almost hip or trendy to dismiss Christians who choose to express conservative beliefs as “bigots” and Christians who express liberal beliefs as “flaky”, and in an era of Be Your Own Person, the very idea of living a life submitted to the lordship of a deity has become publicly laughable. While this all makes me sad, it also makes me determined to take a good look inside. When I have an interaction like the one yesterday, I can’t dismiss the company as a faceless entity anymore. Instead, I have made a human connection. I remember that someone there cared about me and treated me with fairness, honesty, and a good bit of grace.
Are we treating people that way from inside our churches? Am I treating people with distance and policy?
I’ve written about showing love before, but I think it bears repeating, and I am speaking to myself as much as anyone. We must love. In my earlier post, I shared from 1 Corinthians:13, the “Love Chapter”. But leading into that, at the end of chapter 12, Paul tells us we are Christ’s body and explains that we are all differently gifted and shouldn’t turn on one another in jealousy. But then in the last verse, to put it in corporate lingo, he moves from instruction on how to work as a multi-function team to the Vision Statement, “And yet I will show you the most excellent way.” And from there, chapter 13 begins and we are reminded that love really is the answer.
When I am at work, the customer who is dissatisfied is responded to quickly and carefully. I apologize for not meeting their expectations, take care to resolve the situation to their convenience as much as possible, thank them for their continued interest in my company, and try to add something extra, whether speed or a refund or something else that shows I value them. I may be bound by legalities as to what I can actually do to make them happy, but I would never consider helping some people and not others, because it’s the right thing to do, and it’s just good business. If we as Christians run into (or view from afar) someone we perceive as negative about Christianity, do we take it as seriously as we would if we were getting paid to deal with them? Do we apologize where it’s due? Do we not only allow the love of God to flow through us but go beyond to actively seek ways to show love to people? Or do we shrink away and give up? All people are individually responsible for their response to God, but as that Body we are the front line of service, the image of God. Have we not had a personal experience with the creator of the universe? Are we not truly changed? Are we keeping it a secret from anyone out of fear or convenience?
The video below is Penn Jilette (of Penn and Teller, the magician duo), an avowed and outspoken atheist. He posted this reflection after an interaction with a Christian man at the close of one of his shows a few years ago. It has stuck with me since I first viewed it, because although to my knowledge Penn has not yet accepted Christ, love was shown at the place and time where it needed to be shown, and it clearly made an impression.