Tag Archives: Change

The Power of Expressing “Willingness”

not because you must, but because you are willing
1 Peter 5:2 (NIV)

My company measures service quality (e.g. “Your call may be monitored for quality assurance and training purposes“) and then we train and coach agents how to provide a better customer experience when talking on the phone or other mediums of communication.

I’ve always taught my clients that Rule #1 of Customer Service is “do the best you can with what you have” because every team member at every level of the organization is limited in some way. The problem is that we tend to get mired in the excuses and frustrations of what we can’t do instead of what we can. Front line agents may not be empowered to functionally do everything for the customer they would like to do, but they often underestimate the power they have to positively impact the customer experience simply by what they say and how they say it.

One of the most under utilized skills in customer service is expressing a willingness to help, to listen, to take responsibility, and to serve. In the business world we call it an “ownership statement.”

Here’s what I hear on about 95 percent of the calls I assess:

Customer: I have a question about my account.
Agent: Account number?

That’s an agent doing what they are obligated to do. But when you simply and consistently communicate a positive, willing attitude you improve the customer experience:

Customer: I have a question about my account.
Agent: Sure, Mr. Vander Well. I’ll be happy to help. May I have your account number, please?”

There is so much power in simply communicating a positive, willing spirit. And it goes so much further than customer service business transactions. This is what Peter was getting at in this morning’s chapter when he told the leaders among Jesus’ followers to carry out their responsibilities “not out of obligation but because you are willing.” I can improve how I relate with my friends, family, and loved ones simply by learning to consistently communicate willingness:

Friend: Hey Tom, are you available to help me move a piano?
Me: Happy to help. When do you need me to be there?

Wendy: Tom? Will you carry the laundry to the laundry room?
Me: You got it, my love. Laundry Man is on his way.

Madison: Dad? Can you get me a new insurance card?
Me: I’d love to, sweetie. Let me call our agent and arrange it.

I know it sounds simple because it is. We can positively impact every one of our interpersonal relationship experiences by simply and consistently communicating a little positive willingness. And, my experience is that “what goes around, comes around.” Give a little positive willingness and you just might find that “it will be given unto you.”

I’m going to focus on expressing willingness with every opportunity I’m given today. Will you join me?

Tectonic Shift in the Spirit Realm

“After the sabbath, as the first day of the week was dawning, Mary Magdalene and the other Mary went to see the tomb. And suddenly there was a great earthquake….”
Matthew 28:1-2a (NIV)

I have not experienced an actual earthquake. I should actually say that I haven’t consciously and physically felt the effects of an earthquake though a sensitive seismograph might have indicated that the earth shifted deep beneath me. In my travels to the west coast and the Pacific I’ve wondered if I’ll ever have that experience. It’s just curiosity, though you can believe me when I tell you that I’m perfectly content never to experience it.

As I finished Matthew this morning I was struck by the earthquake that accompanied the events of the resurrection. It brought to mind that Matthew also recorded that an earthquake that shook Jerusalem the previous Friday afternoon as Jesus breathed His last breath on the cross.

Throughout the Great Story we find a connection between God and creation. Unique events in the natural realm are regularly an indicator or agent of things happening in the spirit realm: flood, fire, cloud, fish, locust, river, ocean, drought, rain, wind, storm, plague, and earthquakes. Jesus is crucified. A massive shift occurs in the Spirit realm, and the earth cries out. A few days later the Spirit realm experiences another massive shift as Jesus is rises from the dead. Once again creation cries out in the form of an earthquake.

We know that earthquakes occur when massive tectonic plates shift far beneath the surface of the earth. It’s happening all the time, even though we can’t necessarily feel it. I went out to earthquaketrack.com this morning and was surprised to find that there have been 10 earthquakes in the past few days here in the southern part of the midwest region of the United States. Who knew? Yet when the shift or collision of the plates is strong enough we not only do we feel it on the surface experience its life changing effect.

God’s Message says that God’s invisible qualities and eternal nature can clearly be seen by what has been made. Creation reveals the Creator. So it is this morning that I’m meditating on the spiritual word picture God reveals in earthquakes. God is constantly moving, shifting and at work underneath the surface of our lives. We may not feel it feel it for days, months, or years, but that doesn’t mean that God isn’t moving and shifting things. Once in a while, however, the tectonic plates of the Spirit make a massive shift and we both feel it and experience its life changing effects.

 

What’s in a Name?

you will be called by a new name
    that the mouth of the Lord will bestow.
Isaiah 62:2b (NIV)

A friend recently shared with Wendy and me that their child had reached the age when they wanted to be called by the more formal version of their first name. This is not unusual. I remember hitting the age when I wanted people to drop what I considered the childish sounding “Tommy” and call me just “Tom.” That lasted until college when friends just stated calling me “Tommy” or “Tommy V” and I just sort of rolled with it. Our Madison went through a similar journey with her moniker. She asked that we drop the “Maddy” and call her “Madison.” Somewhere in her young adult years she came to accept “Maddy Kate” as the endearment with which it is used.

For millennia names were attached to specific meanings. The name given to a person was, itself, a metaphor that attached meaning to that person’s life. In fact, the study of names and their meaning is an interesting thread of study across all of God’s Message. Not only are name fascinating, but God quite regularly changes or gives people new names in the midst of their earthly journeys. Here are a few examples:

Abram becomes Abraham
Sarai becomes Sarah
Jacob becomes Israel
Hoshea becomes Joshua
Solomon also named Jedidiah
Simon becomes Peter
Saul becomes Paul

In some cases, the name changes were cultural, shifting from one language to another. Daniel was given the name Belteshazzar when he was taken into captivity by the Babylonians. Sometimes name changes were bestowed by others, almost like a nickname,  in response to an episode or event in that person’s life. Other times, however, it was God who did the changing and there was spiritual context to the change. Jesus told Simon that He was going to call Him Peter (which was also a language change, Petras was Greek for “Rock”) and added “on this rock I will build my church.”

In today’s chapter, the prophet Isaiah is promising the people of Judah that their momentary circumstances of devastation, defeat, destruction, and depression will give way to better times. The times, they will be a changin’.  And with the change comes a new name.

As I meditate this morning it strikes me that in some corners of our culture names have ceased to have any attachment to meaning at all. When I go on-site with clients and meet with teams I will regularly run across people with names with spellings and pronunciations simply made up by a parent. I even had one woman tell me this past month that her name was “meaningless,” and the subtext of the statement was that she felt a lack of meaning in her life. I found it fascinating that a name without common metaphorical meaning became, itself, metaphorical to her.

So, what do I call you?

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Featured image is a name cloud of popular baby names in 2010 from behindthename.com

Through This Stage and the Next

Even to your old age and gray hairs
    I am he, I am he who will sustain you.
I have made you and I will carry you;
    I will sustain you and I will rescue you.
Isaiah 46:4 (NIV)

It’s a new year. The craziness of the fall, being neck-deep in production of a musical, gave way to a busy holiday season. For the first time in months Wendy and I are beginning to feel just a smidgen of margin. With it, I am feeling the need to get back into important life routines derailed by the tyranny of the urgent.

Into this mix I’m also continuing to feel, acknowledge, and understand the change in life’s seasons. I was on stage in two shows this past year, and in both I was asked to color my hair so as to hide the gray and make me look younger for the audience. I feel myself changing in almost every aspect of life. I’m doing my best to acknowledge, to accept, to understand, and to embrace the changes.

Some mornings I read the chapter and it feels like God meets me right where I am in the moment, with a conversational gift appropriate to exactly where I am in my journey. So it was this morning with the prophetic words of the seer Isaiah which I’ve pasted at the top of this post.

My body is feeling the soreness of working out again. My brain is feeling the strain of transition to projects and tasks that need to be accomplished. My spirit is feeling stretched by my annual New Year’s contemplation:

Where have I been?
Where am I at?
Where am I headed?

For a contemplative Type 4 like me, it can feel a bit disconcerting. This morning I’m thanking God for the reminder that He will continue to sustain, carry, and rescue – through this stage of the journey and into the next, and the next, and the next.

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The Recurring Theme of “Old and New”

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On this last weekday of 2016 it seems to me a bit of divine synchronicity that I should read these words from the ancient prophet, Isaiah:

“Forget the former things;
    do not dwell on the past.
See, I am doing a new thing!”
Isaiah 43:18-19a (NIV)

Old gives way to new. Growth. Metamorphosis. Transformation. As I have journeyed through God’s Message these many years I find this to be one of the basic, recurring themes in all of God’s Message to us. In fact, it’s a recurring theme in all that God has created. God is all about transformation:

“Neither do people pour new wine into old wineskins. If they do, the skins will burst; the wine will run out and the wineskins will be ruined. No, they pour new wine into new wineskins, and both are preserved.”
– Jesus (Matthew 9:17)

 “Therefore every teacher of the law who has become a disciple in the kingdom of heaven is like the owner of a house who brings out of his storeroom new treasures as well as old.”
– Jesus (Matthew 13:52)

“No one sews a patch of unshrunk cloth on an old garment. Otherwise, the new piece will pull away from the old, making the tear worse.”
– Jesus (Mark 2:21)

But now, by dying to what once bound us, we have been released from the law so that we serve in the new way of the Spirit, and not in the old way of the written code.
Romans 7:6

Therefore, if anyone is in Christ, the new creation has come: The old has gone, the new is here!
2 Corinthians 5:17

“Then I saw ‘a new heaven and a new earth,’ for the first heaven and the first earth had passed away…There will be no more death or mourning or crying or pain, for the old order of things has passed away.”
Revelation 21:1,4

Another year draws to a close. Once again I am prompted to reflect on where I’ve been, recognize where I am, and set course for where I’m going. I can’t do anything about yesterday. I am not guaranteed tomorrow. But I can choose what I think, say, and do today. I will set my trajectory. I can make a course correction. I can let go of that which has brought death. I can reach out and choose Life.

This morning, I find my spirit whispering (once again):

God,
Grant me the serenity to accept the things that I cannot change,
courage to change the things I can,
and the wisdom to know the difference.

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A Change Is Gonna Come

A voice of one calling:
“In the wilderness prepare
    the way for the Lord;
make straight in the desert
    a highway for our God.
Isaiah 40:3 (NIV)

Scholars have long debated whether Isaiah was written by two different authors. The first 39 chapters we’ve been journeying through since late September are a whole lot of doom and gloom. Judgement against the nations surrounding Judah. Warnings of coming wrath. Assyrian siege. It’s not exactly the stuff of Pinterest-worthy inspiration.

Suddenly, you hit chapter 40 and it’s like a refreshing breeze blowing the storm clouds away. The mood changes. The message changes. Judgement gives way to comfort. Apocalypse moves aside and encouragement rushes in. The prophetic call of doom changes to a prophetic call of Messiah’s deliverance.

No wonder there’s so much debate about two Isaiahs. It feels like different messages from different writers.

Personally, I fall on the side of just one Isaiah who, somewhere along his journey, experienced change. I mean, that’s the whole point of the journey, isn’t it? Where did Jesus begin with His closest followers? “Leave your nets. Follow me. I’m shifting your paradigm. On this journey I’m going to teach you a whole new way to fish for a different kind of catch.”

Just yesterday at lunch I listened as a young friend shared with me the changes he’d experienced in the past year. “I once was that, but now I’m this.” The journey is about letting go, leaving things behind, learning, growing, transforming, moving forward, climbing further up and further in.

I consider it a bit of synchronicity that we shift on this chapter-a-day journey from the old Isaiah to the new on this last weekday before Christmas. In the quiet of my home office I can feel Holy Spirit smiling. Isaiah’s prophetic change is all about Christmas. It’s about a massive change that’s coming when God is going to send His Son to be one of us; To be one with us. Parallel dimensions overlapping. Spirit becoming flesh. God becoming human. Tectonic plates of the cosmos universally shifting.

Get ready,” Isaiah says.

Indeed.

Merry Christmas.

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The Undeniable Reality of Change

Though hail flattens the forest
    and the city is leveled completely,
how blessed you will be,
    sowing your seed by every stream,
    and letting your cattle and donkeys range free.
Isaiah 32:19-20 (NIV)

Things change. It’s an undeniable part of life’s journey.

Sometimes the change is subtle. A sailboat’s point-of-sail can change a seemingly imperceptible degree or two on the compass, but that change will ultimately take the boat to a completely different destination.

Sometimes the change is dramatic. Tectonic plates shift beneath my feet, shaking me to the very core of my being. Complacency is replaced by confusion. The familiar is replaced by fear. Forget the notion of a degree’s difference. I can’t seem to find my bearing at all.

In today’s chapter, Isaiah sends the message loud and clear: Get ready for things to change.

“…you who feel secure will tremble

The fortress will be abandoned,
    the noisy city deserted;
citadel and watchtower will become a wasteland forever.”

But the change isn’t an end. Change is a waypoint in the journey. Change is the process through which complacency is transformed into commitment. Fear is metamorphosed into faith. Anxiety is redeemed by assurance.

The ancient prophet doesn’t end with doom and destruction. Amidst the change, he says, “the Spirit is poured on us from on high.” Change is not the end. It’s just a waypoint in the journey propelling us to a place of hope:

“Though hail flattens the forest
    and the city is leveled completely,
how blessed you will be,
    sowing your seed by every stream,
    and letting your cattle and donkeys range free.”

This morning I’m remembering changes I have experienced, both subtle and dramatic. I’m recounting the lessons I have learned moving through those waypoints. I am recognizing the good things I have learned; the good place I find myself this morning.

Things change. It’s an undeniable part of life’s journey. It means I am in process. Life is in motion. I am being propelled further up and further in. Change is a good thing if I am willing to accept it. As Isaiah pleads with me with morning:

“...rise up and listen…

…hear what I have to say.”

 

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