I think we as Christians have a reputation as conversation stoppers. When we engage people on the other side of an issue, most of the time, the conversation doesn’t end the way we want it to. It gets stopped short or our side of the issue ends up being misrepresented. And that’s largely our fault. We prefer to be heard, as opposed to actually listening. We want the benefit of the doubt, but we’re reluctant to give it. Instead, we lead with our idea of what’s right and wrong – our belief – instead of leading with love.
Second mile service behaviors will not create “wow” experiences if our guests are blinded to them because of the absence of excellence in 1st mile services. We can’t wow our guests if we can’t meet their most basic expectations. It doesn’t matter how many bottles of lotion, packs of mints, or what type of flowers adorn our restrooms if there is no toilet paper or the floor is dirty, or the garbage needs to be emptied (ever found yourself in this situation?). The “wow” simply doesn’t land.