Category Archives: Service

What Makes for a Life-long Friendship? A Snapshot of Such a One

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A friend loves at all times.Proverbs 17:17

Kathy was in nursing school when we first met. She was on a clinical rotation to the cancer unit where I was the oncology clinical nursing specialist.  Bright, hard-working, kind and wise beyond her years.

We met again some time later when she was finishing nursing school and sorting out her future. She was thinking about obstetrical nursing, loving the idea of all those babies. I saw in her the hardiness and indomitable spirit of a cancer nurse, and asked her to at least consider that course for her professional life.

She did…and I will forever be grateful.

We ended up moving overseas after just a few short years of working together. In those years, a friendship was forged that has stayed strong across time and great distance. I credit it all to her.

I’m not sure how great a friend I am, but God has blessed me with incredible friends. For almost 30 years now, Kathy has hung in there with me…without benefit of much return.

Her birthday is coming up and I just want to make note of what makes for a close and life-long friend – in her loving and mentoring me. [She will say I mentored her…but in friendship, it is she, mentoring me].

Such a friend:

  1. Shares a passion for the possible, if you’re in the mix. Kathy and I collaborated on a patient and family support initiative of our cancer center. In those early days I had the ideas, and she worked out the details. We had a third friend, Kay, who (given her position, wisdom, and spunk) cleared the path through administration for our great dreams…but that’s a story for another day. Kathy was the “hands and feet” to my dreams, and that initiative still continues even more far-reaching under her influence.

Blog - Kathy & Deb 2Blog - Kathy & Debbie

2. Loves your “littles”. Kathy was from the beginning, and to this day, in the lives of our children. She celebrated their births (or homecoming with our adopted third) and their birthdays, their graduations, weddings, and now children of their own. Kathy is a celebrator of life and makes a “ticker-tape parade” for those she loves…and there is a great community of us…because of her.Blog - Kathy & CBlog - KathyBlog - Kathy 2

3. Makes an honored place for you in her family.  I have a room in her house. Oh, it’s not mine, and it’s possible, it’s become a game room with her own children growing up. Still, I know I have a place in the mix of her family. We’ve had coffee together on her deck, and food around a fire pit, and late-night or early morning talks wherever in the house we find ourselves. She has always invited me in to know her family, and they treat me as always welcome.Blog - Kathy & MikeBlog - Kathy & family

4. Sees beauty all around her and creates it as well. Despite (or maybe because of) her hard professional life, she has a great sense of all the beauty that surrounds us. She tends flowers and sets a bountiful table (with that great cook of a husband, Mike). She notices the redeemable in a situation, and she exercises  unshakable hope. She has both the wonder of a child and the faith of an old one. she struggles like all of us, but her actions seem measured; tempered by something greater. She lavishes grace on her people…which I need from her and of which she’s generous toward me.Blog - Jasmine - Kathy VisneskiBlog - Kathy Visneski's pic of farmer's market shopping & Wonder Bread - foodie

5. Grieves bravely and bravely enters your grief. Grief can be so awkward. How does one go well through losing someone you thought you could never live without? Kathy has done that, professionally for years, with patients and family for whom she became family. Then when my mom was diagnosed with cancer, this friend turned all her force of love on us. She called me and my mom, encouraging and counseling with us both through the chemotherapy, and the failure of it.

We have talked for over a decade since Mom’s Homegoing about her – Kathy, asking questions for me to talk about her, and listening over again to the memories that comfort me. Then when her own darling parents became ill and died within months of each other, I tried to be there for Kathy (from hundreds of miles away). Yet, I wasn’t the friend I wished to be. That grace to walk through those days seemed to come from God Himself – wrapping His arms around a daughter who served others well, and now He served her in her own grief.Blog - Kathy's parents

Though I’m not the friend I hope to be…Kathy is that friend. I could have written this blog about many others who have extended great grace to fortunate ones like me. Great, great friends. Today, on this occasion, nearing another birthday, I just wanted to say thanks to this friend who teaches me how to be a better one…and if that day never happens, still is such a friend, because it is her nature to be so. Thanks, Kathy. Happy Birthday.Blog - Kathy & me

Do you have friends you celebrate over a lifetime? I would love to hear about them (in comments below).

Survive and Thrive Cancer Support GroupSunset in East Tennessee - Kathy VisneskiSunrise off Kathy’s deck.

Worship Wednesday – I’ll Fix My Eyes on You – for King & Country

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Not that I have already obtained it or have already become perfect, but I press on so that I may lay hold of that for which also I was laid hold of by Christ Jesus. Brethren, I do not regard myself as having laid hold of it yet; but one thing I do: forgetting what lies behind and reaching forward to what lies ahead, I press on toward the goal for the prize of the upward call of God in Christ Jesus. Philippians 3:12-14

Therefore, since we have so great a cloud of witnesses surrounding us, let us also lay aside every encumbrance and the sin which so easily entangles us, and let us run with endurance the race that is set before us, fixing our eyes on Jesus, the author and perfecter of faith, who for the joy set before Him endured the cross, despising the shame, and has sat down at the right hand of the throne of God. For consider Him who has endured such hostility by sinners against Himself, so that you will not grow weary and lose heart.Hebrews 12:1-3

If the Priceless Tour with For King & Country comes your way don’t miss it! Having a musician in my own family (Nathan Mills), I can appreciate how rich an experience it is to hear music live. Joel and Luke Smallbone, and their incredible band, do not disappoint. In fact, I have never been to such a musical event, where the message itself is so clear, in decades (since early Twila Paris).

The opening act for the Priceless Tour is Moriah Peters with her #fiercefemaleband. She is married to Joel Smallbone. Beautiful songs about God, women, being brave, relationships, and marriage.2015 Sep - Concert - For King and Country and Moriah Peters 042

Then the guys take the stage. As they start with Fix My Eyes, it feels like a scene out of the play Les Misérables – “the barricade“.  An audiovisual feast of drumming, lights, smoke, and guys looking like they dropped in from another era. There is a very different feel with this band – high energy and big performances, and yet a clear respect and enjoyment of each other. Love even. And love for God at the center.2015 Sep - Concert - For King and Country and Moriah Peters 116

All the musicians are introduced and have cameos during the concert. There’s a lot of movement during the performances including the band coming out in the audience. Bringing the audience as deeply into the experience as possible is definitely a goal for these guys.

Joel and Luke both have talks during their set. They speak of honoring women, and stepping up as husbands and fathers, and reaching out to children in need (through Compassion). They tell stories of their own growing up years – moving to the US, going through a period where their dad was jobless, and watching God provide in countless ways for their needs (especially through their church family). Luke also talks about his life-threatening illness out of which came the songs “Without You” and “Shoulders“. Finally, they talk about Jesus…and following Him.

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Don’t miss the tour…but most importantly don’t miss the God and King of For King & Country. Their songs are strong testimony of the purpose of our lives and the faithfulness of God through all our circumstances.

Worship with me as I “fix my eyes” on God right now (lyrics follow, below the YouTube video). [After, scroll to bottom for a last word from Joel Smallbone and a P.S….but don’t miss worshipping…please].

Hit rewind, click delete
Stand face to face with the younger me
All of the mistakes
All of the heartbreak
Here’s what I’d do differently, I’d

(Chorus)
Love like I’m not scared
Give when it’s not fair
Live life for another
Take time for a brother
Fight for the weak ones
Speak out for freedom
Find faith in the battle
Stand tall but above it all
Fix my eyes on You
On You

I learned the lines and talked the talk
(Everybody knows it, everybody knows it)
But the road less traveled is hard to walk
(Everybody knows it, everybody knows)
It takes a soldier
Who knows his orders
To walk the walk I’m supposed to walk, and

(Chorus)

The things of earth are dimming
In the light of Your glory and grace
I’ll set my sights upon Heaven
I’m fixing my eyes on You, on You
I’m fixing my eyes on You, on You
I’m fixing my eyes

(Chorus)

I’ll fix my eyes on You, on You
I’ll fix my eyes on You, on You

“That hope is why we do what we do to carry that into any situation, any environment, that we’re allowed to, to offer people not just a temporary fix but, God willing, offer them a changed eternity.” – Joel Smallbone

[P.S. If you love drums, you will love how For King & Country use drums. If you love lighting used in bedazzling ways, you will love their lighting. The word “Jesus” was actually painted on the wall of this venue – it isn’t a part of their usual stage visual. For me, as the lighting was going on and off, it made a great statement of their focus – I got this shot where the lighting and smoke completely obscured the band, but Jesus showed through. That’s my experience of these guys.]

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Lyrics to Fix My Eyes by Luke Smallbone, Joel Smallbone, and Seth Mosley

YouTube Video – for KING & COUNTRY – Fix My Eyes | The Story Behind The Song

for King and Country – Priceless Tour

Compassion International – Sponsor a Child

Baptist Global Response

YouTube Video – The Story Behind the Song Without You

Worship Wednesday – Let My Life be the Proof of Your Love – For King & Country

Worship Wednesdays – Shoulders – for King & Country

Helping First-Time Guests Want to Come Back a Second Time – Church Assimilation and Connection Teams

Blog - Church Connection Team - bpnews.net Photo Credit: bpnews.net

Any one of us in church was once new to that church. Such an awkward place to be. I remember just this year walking into a church gathering for the first time. It seemed everyone else knew each other and there was a general sense of easy familiarity between people. Were we the only ones new? Of  course not!

Being new is not where any of us want to stay. Trying to find a church home or just “going” to church aren’t very deep relational experiences. They are first steps to being part of a church, but you definitely don’t want to stay in that new or transient place long…or the temptation is just to not go back, or not go often…definitely doesn’t reflect what it’s like to really be church.

This is why churches need to be intentional in welcoming and connecting first-time guests. We met Ken Bevel at a conference a couple of years ago, and he introduced that term “assimilation” to us. He is a retired Marine Captain, and actor in Kendrick Brothers’ films (Fireproof, Courageous), and pastor of assimilation at Sherwood Baptist Church. He talked with us a bit about his job of working with a team who is responsible for that first-time guest – from the parking lot to “pew” to “home group” (real connection with others in the church).Blog - Ken Bevel - COnnecting[Ken Bevel (r), Pastor for Assimilation & Events, Sherwood Baptist Church, Albany, Georgia – making the guy on the left feel welcome.]

When we gather as church, extending hospitality to each other is a service we want to extend to all who join us. We’re still new as part of our church community (Movement Church) and don’t really know who’s new or if it’s just that we haven’t met them. Movement Church has a connecting team and we benefitted from it. Our strategy now is to treat those we meet, entering the building or in the hall or grabbing coffee, as if they were first-time guests. Sometimes they are…and sometimes they’ve been a part of the community for much longer than us…it doesn’t really matter. What matters is that we welcome one another…with generous grace and genuine interest.Blog - Connections & Assimilation - bpnews.netPhoto Credit: bpnews.net

Churches gather in all kinds of configurations – large and small, in homes and large buildings or public places. Blog - Connecting and AssimilatingBlog - Connecting & Assimilating - bpnew.netProcessed with VSCOcam with f2 presetPhoto Credit: House church pic is mine; other two bpnews.net

Whatever our church, we want to watch out for those first-time guests just as we honor those long-time faithful ones. What do they need? Who might they enjoy meeting there? How do we pray for them…follow-up with them?

Below are great resources to help the church set strategy to be intentional in our hospitality…to make first-time guests feel at home and want to come back a second time. Better still…to become part of who we are…a community who loves God and all those He places in our spaces.

12 Ways Churches “Welcome” Guests – Chuck Lawless

Six Simple Things a First-Guest Likes – Thom Rainer

Top Ten Ways Churches Drive Away First-Time Guests – Thom Rainer

Ten MORE Ways Churches Drive Away First-Time Guests – Thom Rainer

Creating a Strong Assimilation System – Powerpoint – Stephen Gray

Connecting With One Another – A Step-by-Step Approach to Guest and New Member Assimilation – Thesis – Kevin Ray Milburn

Ten Church Strategies – The Assimilation Strategy

Marine Captain-Turned-Pastor “Courageous” – Ken Bevel – The “Courageous” Interview with Kam Williams

Sherwood Baptist Church

5 Friday Faves – an Apple, a Podcast, an Apologist, a List of Great Books, and Something We Can Do for Refugees

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1. An Apple – Honeycrisp  – my husband’s favorite – we only have them for a few months in the Fall and are glad when they’re around and especially on special. Welcome back. Blog - Honeycrisp apples - Friday Faves

2. An Apologist – An apologist is someone who makes a defense of a faith or belief. Nancy Pearcey is an educator and writer. An agnostic in her early life, she became a Christian through a deep study of God. She presents the Christian worldview in such a clear, reasoned way. The subjective, sometimes silly and sometimes sinister, arguments we hear a lot of these days, both inside Christianity and from its foes, are put to rest. I discovered her through a book review by Tim Challies and an article of her own. I was captivated by her clarity on the God I love. Desiring to know better how to both understand and rightly represent God to friends and family. So…I bought both her books and am tearing into them: Finding Truth and Total Truth.Blog - Friday Faves - Nancy Pearcey - Apologist

3. A PodcastThe Eric Metaxas Show with Karen Swallow-Prior – Lively conversation about Hannah More – an English poet and supporter of William Wilberforce’s battle against slave trade. This podcast came on the eve of Metaxas’ book release – Seven Women: And the Secret of Their Greatness. Hannah More is one of those seven.

Blog - Friday Faves - 7 Women by Eric Metaxas

Photo Credit: amazon.com

4. A List of Great BooksChuck Lawless gives us a list of books that have had considerable impact on his spiritual formation.  I’ve read five of them – #1, #2, #4, #6, and #10.  Need to read the others.2014 May Blog 018

5. Something We Can Do For Refugees – The plight of refugees around the world moves us to act…but how? What can I really do? Marilyn Gardner has written several blogs this month with practical helps for any of us who want to intervene, effectively. Both short-term crisis care and over the long haul of resettlement. Two of her blogs were especially helpful for me: Self-Sufficiency in 8 Months – How to Settle a Refugee and Trauma-Informed Care.

As Syrian refugees continue to stream into neighboring countries and beyond the Office of the United Nations High Commissioner for Refugees (UNHCR) projects the number of registered refugees will soon reach the 4 million mark. (PHOTO BY JEDEDIAH SMITH)

Photo Credit: bpnews.net/photos

These are some of my favorite finds this week. What do you have to share? Looking forward to learning from you and enjoying your faves.

Seven Women: and the Secret of Their Greatness by Eric Metaxas

One Strategy to Rule Them All – How to Answer Skeptics from Romans 1 – Nancy Pearcey

Finding Truth – Tim Challies’ Review of Nancy Pearcey’s Book

Ten Books That Have Shaped My Life – Chuck Lawless

Self-Sufficiency in 8 Months – How to Settle a Refugee – Marilyn Gardner

Trauma-Informed Care – Marilyn Gardner

Baptist Global Response

Is Our Yes Still on the Table? Re-Visiting What It Means for Us to Follow God

Blog - Yes on the Table“Then I heard the voice of the Lord, saying, “Whom shall I send, and who will go for Us? Then I said, “Here am I. Send me!” Isaiah 6:8

Over two decades ago, my husband and I put our “Yes” on the table. We have been praying and thinking a lot about this lately – is our “yes” still on the table?

As a teenager, I thrilled to the words of Isaiah’s response to God’s inquiry. “Here am I. Send me!” Sitting around a campfire with other teens, challenged about our life direction, and singing “I Surrender All“…I first put my all-in “yes” on the table. At 15, tears of joyful release washing down my cheeks, it seemed the only response possible to a God who loved me so much. Today, “all” seems different, more complicated. Or is it my heart that’s changed?

We’re revisiting our “yes”. All I can think of is Jesus’ response to His Father’s will. Hours before He would give His life for us on a cross, He wrestled with the meaning of that “yes”. Jesus, this One who was from before the beginning, part of the Triune God, sinless, and perfect, poured out His human heart to His Father:

He withdrew from them about a stone’s throw, and He knelt down and began to pray, saying, “Father, if You are willing, remove this cup from Me; yet not My will, but Yours be done.”Luke 22:41-42

In that moment, He revealed two huge truths to us who follow Him. 1) No matter what God’s will is, (fill in your own blanks here), He is worthy of following. How glorious to spend our lives in His redemptive will – so much larger and full of love and purpose than we might, on our own, choose for ourselves.

2) Because of how big God is and how small we feel in our human frames, there will be times  we bend toward a different road, a cleaner path, with plenty of shade (Jonah 4:5-6). Jesus is kind to show us that struggle…yet without sinning in it.

This “yes” on the table has also been described as giving God a blank check. Essentially telling Him we acknowledge His Lordship in our lives. There are some reading this who may chafe at that. He has given us minds to make thoughtful, impactful decisions. For me, the idea of signing my name to a “blank check” and giving the checkbook back to Him is a test of my heart, and the affections and motivations of that heart.Blog - Blank Check

I love how Simon Peter responded to Jesus during a point in their journey when others left them, having second thoughts:

So Jesus said to the twelve, “You do not want to go away also, do you?” Simon Peter answered Him, “Lord, to whom shall we go? You have words of eternal life. “We have believed and have come to know that You are the Holy One of God.”John 6:67-69

“Lord, to whom shall we go?” – There is no other life I want apart from knowing and following the God who pursued me through Jesus . No. Other. Life.

Still, we revisit our “yes”, our “blank check” when God confronts us with a possible course change – a turn in the road that could take us away (again) from family and friends we cherish, colleagues we choose, and work we have loved. Blog - Yes on the Table (2)

We have been in this place before…and we receive it again. I may be at this desk in this place, clicking keys a year from now…or more. Or we may be in a very different place. Wherever we are, there is grace for us (and for you), and glory for God…and all will be well.

Today, again, with trembling hands and resolute hearts, we lay the “yes” on the table. Whatever, wherever, God, we are trusting You, as we’ve trusted You before (even just minutes before this) to do what only You can do with our lives when they are wholly Yours. With wet-palmed excitement, deep joy…and peace…our “yes” is Yours.

For I am confident of this very thing, that He who began a good work in you will perfect it until the day of Christ Jesus. – Philippians 1:6

[P.S. There will still be times that peace is shaken…it could be today…but I know from God’s Word, an old hymn, and experience that perfect peace can be ours as we keep our hearts fixed on Him. Fixed.]

A Blank Check – Randall D. Kittle

A Blank Check – A Devotion by Chris Hendrix

8 Reasons for Leaders to Give God a Blank Check – Chuck Lawless

Remembering 9/11 – and the Day Before – A Story of God and a Girl – a girl whose “Yes” was always on the table, a life gloriously lived.

Three Years’ Work Gone…Not so! A Story – Going from a Deep Sad to Hopeful Glad

Blog - Sunset 2 = Brenda McEwenPhoto Credit: Brenda McEwen

“God can take the broken bridges and make something beautiful. I am living proof.” – Brenda McEwen

This is a story. It is my brief account of a 3-year journey of a small group of like-minded individuals, strangers really at first, who came together for an extraordinary purpose. It is how I see it – these three years, this work, these colleagues who became friends.

The story begins many years earlier, when a seed was planted providentially in the heart of a man who became the president of a large non-profit organization. It was a seed of possibility – of what if we thought bigger, beyond our own company. What if we took the essence of what we did well and expand it to include all those who had our same vision? Across agencies, most much smaller than ours – to do a work with long-term global impact. For great good.

The particulars are not needed in this story…just the heart of it. The people in it.

As happens with God-shaped direction, this new president arrived, with this dream, to an organization where that vision was already stirring. He fueled the fire by appointing a leader to gather a team to move this dream to reality.

I had the privilege of writing some of the story of this team’s work. It was a small team, gathered from around the world for this purpose. For them, this was a dream job, for they also had that vision, that “what if” in their own hearts. For me, watching them work, this was a dream team, with differing gifts, strong character and great resolve. Praying, talking, researching, floating ideas, designing, creating, developing, networking, building relationships, talking some more, praying some more.

I won’t use pictures for this story, but there is a picture – a group of guys around a work table constructing and deconstructing and reconstructing a framework of “what if”. Whiteboard walls filled with ideas and timelines and names of partner organizations and notes from conversations. So much thinking and talking and praying.

This is the team I wrote about…these around this table and all the many we discovered around the world with the same vision – who were also moving in the same direction of this larger idea. Such a God thing. Even in this moment, I feel so privileged to have been a tiny part of such an endeavor.

In this last of the three years, the “what if” was in full launch with stories mounting of God at work.

In this same year, God was at work in other ways as well, affecting this team differently than they would have imagined. There was a change in leadership. A financial shortfall deepened. An overall strategy took a slight but dramatic turn.

This team’s work would not be the course taken to get to the “what if”…at least not for now.

If you have been in this place before – then you understand. We have probably all been through company reorganizations, maybe a personnel downsizing, possibly even a project termination or failure to launch. It happens.

What I wasn’t prepared for was the deep emotional toll of this story’s end. The conflicted anger mixed with deep, unrelenting sadness. The “what if” that went away… at least from this team, for now. At least…it seemed so.

Then I came to this amazing moment in the story…when it came to me that this isn’t the end.

One afternoon last week, after a fitful night of interrupted sleep, I took a nap. Upon waking, a Bible verse came to mind. It was the account of Israel’s King David who had prayed intently for his very ill little son not to die. God did not answer that prayer in the way David hoped.

“Then David arose from the earth and washed and anointed himself and changed his clothes. And he went into the house of the LORD and worshiped. He then went to his own house. And when he asked, they set food before him, and he ate.” 2 Samuel 12:20

It was as if the Lord woke me from that sadness over this team and this work. I was also reminded of the story of Job receiving terrible news from a messenger:

“Behold, a great wind came from across the wilderness and struck the four corners of the house, and it fell on the young people and they died, and I alone have escaped to tell you.” Then Job arose and tore his robe and shaved his head, and he fell to the ground and worshiped. He said, “Naked I came from my mother’s womb, And naked I shall return there. The LORD gave and the LORD has taken away. Blessed be the name of the LORD.” – Job 1:19-21

There comes a time…you stop grieving, and get up, and on with the life before you. That same afternoon, in the car doing errands, I heard a song lyric for the first time, after many times listening:

There’s a place where mercy reigns and never dies,
There’s a place where streams of grace flow deep and wide.
Where all the love I’ve ever found,
Comes like a flood, comes flowing down.

There’s a place where sin and shame are powerless.
Where my heart has peace with God and forgiveness.
Where all the love I’ve ever found.
Comes like a flood, comes flowing down.

Here my hope is found
Here on holy ground
Here I bow down. – Chris Tomlin, At the Cross (Love Ran Red)

That afternoon, peace, over this team and their efforts, reigned in my heart. I was reminded of another One who had only a 3-year public ministry. He changed the world and continues to do so. We have that hope. We have that confidence. Our “what if” can be transformed to “what will be”.

Don’t hear me over-spiritualizing what “feels” really bad right now. The situation isn’t changed, but my perception of it has somewhat, with God’s tender help. Sadness, loss, and confusion will cloud my thinking from time to time. However, it won’t be where I live. Where I live, where this team lives, is about finishing strong – to be good stewards of what remains, to be faithful to God and the vision He planted in their hearts.

I want to celebrate them, and my season with them. How much our lives are changed by the giants of the past. Those who went before us, who picked up rocks, and cleared the way. Pioneers. This team stood on the shoulders of giants.Blog - On the shoulders of giants

Photo Credit: Pinterest.com

These guys are giants to me.

When the day arrives that the sign comes down off the office door and the members of this team take different assignments or pursue different work, I will be forever thankful for these three years I got to watch them work. My life has been radically changed by being a small part of this team’s faithful tackling the “what if’s”. Life today continues to be radically changed by this Giant of a God we serve, who lifts us up on His shoulders.

The End…but not yet.

Blog - Sunset 1 - Brenda McEwenPhoto Credit: Brenda McEwen

“I will lift up my eyes to the mountains; From where shall my help come? My help comes from the LORD, Who made heaven and earth. He will not allow your foot to slip.” – King David – Psalm 121:2-3

World-Class Customer Service – The Key Is Caring – Horst Schulze on a Culture of Service

Blog - Horst SchulzePhoto Credit: Arnezzy.tumblr.com

Just the expression “5-Star Hotels” summons delicious images of ocean views and chic, comfortable rooms and all those tiny touches to insure your return. Though never a guest in such a hotel, I have enjoyed 4-star treatment, and I have been a customer of Chick-fil-A  and Southwest Airlines. All through our days, we are administering and receiving some sort of customer service.

A couple of weeks ago, I had the privilege of learning about customer service from Horst Schulze, a world-renowned leader in the field of luxury hotels. He gained his wisdom and expertise, up through the ranks, and his counsel is applicable to any peopled workplace or organization. Schulze puts caring at the foundation for world class excellence – not just caring about the customer or client (albeit extremely important) but caring for all people (the employees and all who interface with each other in his industry).

Mr. Schulze talks about the service process as three parts: delivering an excellent product (without defect), in a timely manner, with genuine caring. Genuine caring. Not silly over-friendliness, or with casual sloppiness. Genuinely caring for the customer’s personage, time, and purpose for that interaction.

Since his presentation, I have intentionally looked at service very differently. Whether we’re talking about a small business or a large franchise, a school or university, or even such a thing as a church connection team. We can enhance customer satisfaction and loyalty by intentionally and comprehensively setting our culture.

Mr. Schulze is people-oriented – with his employees, vendors, and customers. He manages this in his hiring and training practices and through a vigilant daily (industry-wide) practice of his canon of customer service standards* (definitely worth a read- click on the link below to read the 24 standards). As I listened to him speak, his whole demeanor was that of one who joyfully delights in excellence and bringing it to bear in improving the lives of those around him.

No matter how well we think we’re doing in providing services or responding to the needs of our clients/customers, we would do well to look at the practices of such businesses as the Capella Hotel Group, Chick-fil-A, and Southwest Airlines. You will see this common thread of caring in their philosophies, culture, and standards.

“I dreamed of hotels where every employee comes to work not just to work but to create excellence, where every employee is committed, and where it’s not about creating rules but about every customer being taken care of the way they want to be taken care of.” – Horst Schulze**

“Focus on creating an organization of excellence and have processes where you can transfer excellence. That starts by finding out what is excellent in the eyes of the customer – what the guest really wants from us – based not just on what they said they wanted but what they were really thinking.” – Horst Schulze**

“It’s my responsibility to set standards. I have no right to accept mediocrity or limitation. If you don’t point out flaws, mediocrity will set in. It’s my business to do what is right and not make excuses for mediocrity. I agonize when I make a decision that it is good for all concerned; if it’s not, I don’t do it.” – Horst Schulze**

[Leading by Culture] “Southwest was the first to create a position entitled “Vice President of Customers.” For many years Colleen Barrett held the position. She understood that Customers always come first, and that in order to have a Customer service mindset you cannot separate the importance of the internal Customer (Employees) from the external Customers (passengers). If the internal Customer is happy, it will naturally flow to the external Customer in the form of good service.” – Lessons in Loyalty, Ian BrooksBlog - Southwest Airlines - Customer Service Culture - leapq.orgPhoto Credit: leapQ.org

 “Every life has a story, and often our customers and our employees, need a little grace and a little space when you deal with them because they are either experiencing a problem, just finished having a problem, or are about to have one. The word ‘restaurant’ means place of restoration. We think of Chick-fil-A as an oasis where people can be restored.  We’re all people with a lot of emotional things going on that don’t necessarily show on the surface, so we try to offer amenities and kindness that minister to the heart.” – Dan Cathy, President, Chick-fil-A***

Blog - Customer Service - Chick-fil-APhoto Credit: jyontheroad.blogspot.com

“Forty years ago, exceptional was a glass elevator in the lobby; then it became real paintings and fine marble and so on. Now it’s coming back to doing what the individual guest really wants: personalized and individualized service geared not to the market, but to the individual. True luxury today is about responding to each individual guest.” – Horst Schulze**

*Capella Hotel Group’s Canon service standards conceived by chairman and founder Horst Schulze

**Defining Luxury – LEADERS Interview with Horst Schulze

YouTube Video – Horst Schulze- Presentation on Customer Service

Global Leadership Summit – 6 Take-Aways from Day 2 of #GLS15

Summaries on All Speakers of Global Leadership Summit 2015 by David M. Arnold

Notes from the GLS15 – Creating World Cass Service – Horst Schulze

****A Lesson in Customer Service from Chick-fil-A President Dan Cathy

The Chick-fil-A Difference: Why Customer Lingo Matters

Thank you. My pleasure.

What You Can Learn from Southwest Airlines’ Culture

***Lessons in Loyalty: How Southwest Airlines Does It – An Insider’s Point of View

Southwest Airlines – the Airlines with Heart – and One Heart I Know Well