Every Friday I dig into the archives and dust off an old post. If you haven’t read it, it’s new to you!
Not too long ago I heard an interview with Bill Price, co-author of The Best Service is No Service. The basic thesis of the book is that as a business / church / whatever-we-are, we should design such an experience that customer service is really unnecessary. Think about it: the reason for most businesses’ customer service department is that most businesses stink it up to begin with, and every business needs to factor in a do-over.
…The bottom line: you call customer service when there is a problem, and Price’s very sensible idea is, don’t be a horrible company to begin with, and then you virtually eliminate the need for customer service.
Obviously, we can’t carry this idea too far for our churches. After all, our First Impressions Team at the Summit exists to engage worshippers and build meaningful relationships. We don’t want to work ourselves out of a job, but we do want to deliver the kind of service that virtually eliminates the need for damage control.