Customer Service

Recently a good friend of mine sent me email he had received from Bill Marriott (obviously a corporate email, but I really appreciated the attempts to make the experience a personal one… which is a mantra for the Marriott group). Anyhow it was a letter to rewards customers thanking them and sharing a little of what’s ahead for 2009. What caught my attention was check out “my blog.” Bill Marriott has a blog? I’m intrigued.

One of the best stories I’ve ever heard and a letter I read all the time when talking about the kind of culture we’re trying to create at Cornerstone is one a lady wrote to Mr Marriott when she ended up in one of his hotels on business and really needed to get back to home for her sisters funeral. She thanked him for the thoughtfulness, attention to detail and personal care that the Charles and the night staff treated her with. They had treated her as an individual. Anyhow when I saw that Mr Marriott had a blog I had to check it out… he’s a man running a huge corporation, travels to 300 of his hotels every year to give them his version of the white glove test and he writes a blog. Genius! You should check it out. Mr Marriott tells personal stories of why he does things the way he does, and why his hotels have ended up being the kind of hotels they are. He gives people the opportunity to share their stories, ideas and experiences – good, bad or indifferent. He’s having a conversation with his guests. Very smart and totally sincere.

I think the key to great customer service is to listen. The guest may not always say something, but if you listen carefully you’ll hear something, see something, perceive something that will allow you to serve them. Mr Marriott has created a culture on this idea, and created venue or vehicles by which his guests can participate, and they do so. I’ve noticed an increasing number of churches doing online surveys for their guests which is a great step. But if the Church is one of the only organizations on planet earth that exists for the benefit of it’s non members (and of course so that they can experience the kind of change those who have crossed the line of faith are experiencing) then how do we work at creating a culture, venues and vehicles where people are served. In the words of the Marriott organization it’s the “spirit to serve.” Let the conversation begin.

On a personal note, I’m so proud of what God has done amongst us at Cornerstone this fall. We’ve spent the entire fall and now the Christmas season talking about and putting into practice service as a value… and people have jumped in  and been dreaming ways they can serve and make a difference. Whether it’s how we treat people when they come through our doors, deliver a Thanksgiving foodbox, serve at a homeless shelther or partner with an organization that’s already making a difference in our community. It’s that “spirit to serve” that has permeated our culture this fall. Way to go Cornerstone!