The Customer Rules

The Customer Rules
March 9, 2015 Vicki Ohlerking
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As the church, we don’t always start off viewing ourselves as a “customer service” organization, when that is actually a great description of what we are.

When we start to evaluate how we make people feel – from their first impression of us (which may be through our website, social media or even the words of others), to what they feel at every point during a weekend service or interaction with our staff and volunteers – it gives us great perspective.

This perspective gives us a jumping point for ideas, experiences and changes that will affect the openness of our “customers” and their ability to receive what we have been commissioned to deliver – a new life in Christ.

With this thought in mind, there are lots of great resources from the business world that offer incredible insights on customer service that can be so valuable. Here is one we’d like to recommend.

Lee Cockerell, former Executive Vice President of Operations for the Walt Disney World Resort, with years of experience with Hilton and Marriott as well, has written a great book, “The Customer Rules: The 39 Essential Rules for Delivering Sensational Service.” This book has great tips and information that can be applied in any church.

With Easter approaching, this is a great time to spend some time making sure that we have invested time into designing an experience that will make it easy for people to find Christ.

Check out the book here, then let us know your thoughts and how you see implementing some of these ideas into your church culture.

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