Then one of the elders said to me, “Do not weep! See, the Lion of the tribe of Judah, the Root of David, has triumphed. He is able to open the scroll and its seven seals.”
Revelation 5:5 (NIV)
Part of my business is the assessment of the quality of service that individual customer service agents provide over the phone to their company’s customers (e.g. “your call may be monitored to ensure quality service”). In the 25 years I’ve been doing this, I’ve come to find that there are some very strong opinions and philosophies about the standards by which people should be measured.
My company has always advocated a high standard of performance because we believe that the ultimate test is a customer’s satisfaction. In my experience, most companies say that they deliver a high level of service, but when you survey their customers you find that relatively few customers agree. In order to differentiate yourself in the mind of the customer your service has got to be really good. So, we set the bar high and encourage Customer Service Representatives (CSRs) to work hard at delivering a consistently above average level of service. When CSRs reach their goal they generally feel a sense of accomplishment and pride.
In other words: Many olympians compete in a race, but only one earns the gold medal.
There are a lot of people who don’t like this approach. I’m constantly running into those who are advocates of setting the bar low enough for the vast majority to reach it with little effort. In this approach, it is believed that every CSR should get a perfect score on almost every call even if we have to water down the standards or obfuscate the measuring approach to make it attainable. Exceptionally good service is not what this measurement approach strives for, but simply avoiding exceptionally bad service. I find it to be the celebration “good enough.” Admittedly, CSRs do like this approach as they are largely rewarded for maintaining the status quo.
In other words: Pretty much everyone who shows up for the race should get a gold medal.
I have come to realize that these conflicting approaches have spiritual implications. Speaking of “only one gets the prize,” I found it interesting in the chapter this morning that only One was worthy of opening the scroll and the seven seals in John’s vision. The Lion of Judah, the Lamb who was slain (a.k.a. Jesus) was the only one worthy to open the seals because of the blood sacrifice He had made and the price He paid through His death and resurrection.
I have found that, in the Kingdom of God, there are things which are unattainable, things which are given, things which are sacrificed, and things which are earned. The key is to learn and know the difference; to understand which things are which.