Tag Archives: Integrity

More Than Words

More Than Words (CaD Ps 101) Wayfarer

I will conduct the affairs of my house with a blameless heart.
I will not look with approval on anything that is vile.
Psalm 101: 2b-3a (NIV)

The liner notes of today’s chapter, Psalm 101, attribute the lyrics to King David. The song is the king’s personal, public pledge to carry out his office and his reign in a blameless and upright manner. In the Hebrew, the song is structured in seven couplets. Since the Hebrews identified seven as the number of completeness, it is a concise pledge to the people that the king will be completely honorable and just.

To the ancient Hebrews, the heart and the eyes were of primary importance in determining one’s ultimate actions. The condition of the heart was important because the motivation of your heart fuels one’s actions. If my heart is greedy, then I’m going to act to get as much as I can for myself. If my heart is generous, then I’m going to be content with my lot and give freely to those in need.

The eyes were also important because what I spend my time looking at, taking in, and feeding to my brain, will influence the focus of my thoughts which will then affect my actions and relationships.

This combination of heart and eyes is mentioned twice in the lyrics, first in the King’s pledge which I spotlighted at the top of the post. The second time it is mentioned in contrast to the wicked person in the second half of verse five:

“Whoever has haughty eyes and a proud heart,
I will not tolerate.”

As I meditated on this in the quiet this morning, I couldn’t help but think about one of the most fateful moments of David’s story:

In the spring, at the time when kings go off to war, David sent Joab out with the king’s men and the whole Israelite army. They destroyed the Ammonites and besieged Rabbah. But David remained in Jerusalem. One evening David got up from his bed and walked around on the roof of the palace. From the roof he saw a woman bathing. The woman was very beautiful….
2 Samuel 11:1-2 (NIV)

David, the warrior king, chooses not to march out and lead his army on their spring campaign. This is a stark contrast to the strong military leader David had been his whole life. David was always leading on the battlefield, fighting next to his men, and getting his boots dirty in the field. Why did he choose to stay in his palace that spring? It suggests to me that there had been a shift in David’s heart.

The very next verse David looks at the beautiful Bathsheba, bathing. What would follow David’s wayward eyes was a chain-reaction of choices and circumstances that would threaten his reign and would forever stain his reputation.

In the quiet this morning I am reminded of two things. First, even the greatest of leaders have their blind spots. I write this looking back on the stains of my own story. This is both a sobering reminder to keep guarding my own heart as well as a challenge to be gracious with the shortcomings of others.

Second, I can’t help but wonder if the lyrics of Psalm 101 were a new king’s inauguration pledge that was slowly forgotten just like Charles Foster Kane’s journalistic principles in Citizen Kane. This is a reminder to me that this faith journey is a long trek. To make a pledge is easy. To live it out faithfully requires more than words.

A Psalm 51 Moment

The sacrifice acceptable to God is a broken spirit;
    a broken and contrite heart, O God, you will not despise.

Psalm 51:17 (NRSVCE)

For anyone who does not know the story behind David’s song, known to us as Psalm 51, it is critical in order to have a complete understanding of the lyrics.

First of all, David had been the “good guy” his entire life journey. As a boy God declared him “a man after my own heart” and God chose David, through the prophet Samuel, to be God’s anointed king. David killed Goliath. David refused to raise his hand against King Saul and wait for God to fulfill the promise to give him the throne. David did everything right. David was devout. David was faithful. David was sincere. David was God’s man through-and-through.

Until he wasn’t.

The Reader’s Digest version is this: From the roof of his palace he creeped out on a beautiful young woman taking a bath on a nearby rooftop. David used his power to find out who she was. She was the wife of one of David’s soldiers, but the army was out on a military campaign and David knew it. David used his influence as King to invite her over. They had a one night stand. She ended up pregnant, and now a “no harm no foul” fling became a potentially Monica Lewinsky level political scandal.

The first step in the cover-up was to create the illusion of normal. David uses his commander-and-chief authority to give the woman’s husband, a soldier named Uriah, a special leave to come home and take a break from the action. It turns out, however, that Uriah was a “good guy” and a “man of integrity” like David had always been. Perhaps David had been his role model. Uriah, thinking of all his buddies on the front-line who didn’t get to come home and sleep with their wives, refuses to even go into his house.

Ironically, Uriah’s integrity leads to David’s further descent into depravity. To avoid his moral failure from coming to light and the scandal it would create, David sends Uriah back to the front with a sealed message to his general in the field. The message orders his general to place Uriah into the thick of the battle, order his fellow soldiers to abandon him, and ensure Uriah has an “honorable” death.

Uriah is buried with military honors. David makes a big deal out of caring for the widow of one of his soldiers by agreeing to marry and take care of her. Scandal averted and David is given the opportunity to improve his polling numbers and maintain his “good guy” image. David gets away it. No one is the wiser.

Except God.

God sends a prophet named Nathan to visit the King who regales David with the story of a wealthy land baron and sheep farmer who stole the only lamb of the poor tenant farmer next-door. David, angered, assures Nathan that the evil land baron will be forced to pay the victim back with four lambs for the one that was stolen.

Then Nathan informs David that the whole story was a metaphor and that he is the land baron in the story. He had a palace full of wives and thought he could steal poor Uriah’s wife and cover the whole thing up. David is devastated and has to own up to what he has done. He pours out his guilt and plea for forgiveness into a song.

If you’ve never read Psalm 51 in the context of this story, I encourage you to take the minute or two required to read the lyrics of the song in their entirety right now while the story is fresh in your head.

One of the interesting things about this chapter-a-day journey is the experience of coming upon chapters that I know really well, and have read countless times in the past 40 years. Do they have any fresh layers of meaning for me at this particular waypoint of life’s journey?

As I read this morning I kept hearkening back to one of David’s psalms from a couple of weeks ago. I went back to Psalm 26 in the quiet this morning and read it again:

Vindicate me, O Lord,
    for I have walked in my integrity,
    and I have trusted in the Lord without wavering.
Prove me, O Lord, and try me;
    test my heart and mind.
For your steadfast love is before my eyes,
    and I walk in faithfulness to you.

Wow. What a contrast.

I know Psalm 51 really well. It’s tatted on my left bicep as a reminder. I have a chapter of my own story that is a rough parallel of David’s. I was the “good guy” who everyone knew was a Jesus freak, a moral puritan, and who walked the straight-and-narrow. I’m sure I was even guilty of waxing self-righteously in my own way like David did in Psalm 26. Then I found myself in a place I swore I’d never be found. I had my own Psalm 51 moment.

Along this spiritual journey, I’ve come to understand that I never really understood and experienced grace, forgiveness, and mercy until I hit rock-bottom and the veneer of self-righteousness was peeled away like the striking of a stage set. Like David, it came much further along in my journey, but I can now look back realize how important, make that essential, my own mistakes were in teaching me humility, empathy, mercy, and grace.

I enter another work week this morning soberly reminded of my own need of grace, as well as my need to extend it to others having their own Psalm 51 moments.

The Adult Version

A ruler who oppresses the poor
    is like a driving rain that leaves no crops.

Proverbs 28:3 (NIV)

One of the great, untaught lessons in the entirety of the Great Story is a sad one. In fact, I don’t believe that I’ve heard it mentioned even once in any lecture or message in my entire lifetime. It is the story of wise King Solomon’s foolishness.

As a little boy growing up in Sunday School and Vacation Bible School I learned a lot about the Bible through simple stories taught in simple ways. I remember learning them with cheesy paper cut-out images of characters placed on a “flannelgraph.” In fact, if you look up “flannelgraph” on Wikipedia, the image they use is of a Bible Story. Today we do the same thing with colorful, bright cartoons that offer children’s versions of ancient stories.

As a young man, I became a genuine follower of Jesus and began reading the Bible for myself. I studied it in college and seminary classes. I’ve been perpetually reading and studying it for forty-years. Along my journey, I’ve worshiped, served, and taught in many different churches from diverse doctrinal backgrounds. I’ve made a couple of observations along the way.

First, I have observed individuals who never moved beyond the stories of the Bible being broad and simple morality tales for children taught in bright colors and cartoonish characters. Then, as young adults, they became easily dismissed along with the rest of the cartoon characters they grew up with. Second, I have known and observed sincerely faithful, adult believers who made a conscious, cognitive decision to accept the doctrinal beliefs of their childhood church or denomination. Still, they have little or no experiential knowledge of the faith they profess to follow, and their faith is based on a combination of Bible tales told to them as a child and a life-long habit of traditions and rituals.

So, now we come back to King Solomon, the son of King David who has been known for almost 3,000 years as the “wise” and extravagantly rich king. The simple Bible story goes like this: as a child, God offered Solomon either wisdom or great riches. Solomon chose wisdom and God blessed him with both wisdom and great riches. It’s a tale with a simple moral to teach our children. Solomon then went on to have three books of “wisdom literature” traditionally attributed to his authorship: Proverbs, Song of Songs, and the book of Ecclesiastes. And, I have observed that this is about all most people remember.

The extended, adult version of Solomon’s story is (much like my own story, btw) much messier and far more complicated than the simple, story-book version. Solomon was the offspring of David’s adulterous marriage to Bathsheba, the woman whose husband David had murdered. Being the last of David’s children, Solomon should have been last in the line of male children (from multiple women) to ascend the throne. Bathsheba maneuvered events to make sure David named Solomon king. Solomon conscripted labor to build all of his great visionary projects (Solomon’s Temple being chief among them), and even his fellow Hebrew tribes complained of being treated like slaves. Solomon also appears not to have passed his wisdom along to his own son, Rehoboam, who succeeded him. Rehoboam followed his father’s example, not his wise words, in ignoring the wisdom of the proverb pasted at the top of this post. Rather than easing the oppression Solomon had placed on his own people, Rehoboam promised more oppression and irreparably fractured the kingdom into bloody and contentious civil war.

In the quiet this morning I find myself reading Solomon’s wise words knowing that he, himself, foolishly failed to follow them. And, that is the lesson for me today. As I contemplate this fact, my thinking goes to two places. One, that it’s too easy for me to be critical of Solomon for his hypocrisy of famously saying one thing while doing another. The truth is that there are plenty of examples of the same types of hypocrisy in my own life and story. Second, I’m mindful of the fact that Solomon’s human failings don’t alter the wisdom of his proverbs in the same way my own human failings don’t alter Jesus’ message. Come to think of it, it only makes His message more relevant to me. After 40 years, I’m still just an imperfect human in need of both grace and mercy as I try to follow Jesus each day. I’ve left behind a lot of foolishness, but I have by no means attained all that Lady Wisdom is still trying to teach me.

Because I can, Doesn’t Mean I should

When you sit to dine with a ruler,
    note well what is before you,
and put a knife to your throat
    if you are given to gluttony.

Proverbs 23:1-2 (NIV)

When I was starting out in my career, we had miser in charge of our company’s travel expenses. It was dictated that we would stay in the cheapest places, rent the cheapest cars, and keep our meals to a minimum. In many cases, the cheapest alternatives were zealously investigated and it was required that we use them.

I still have memories of the hole-in-the-wall car rental place that this person found. It was a true “rent-a-dent” with a small fleet of small, two-door Grand Prix Pontiacs. They were almost all red and they had been purchased from other car rental places on the cheap because they had high-mileage, lots of wear, ran rough, and every single one of them had been the used by their previous owners as the cars designated for smokers. Even the $17 a day we paid was overpriced for these barely roadworthy pieces of junk. I now look back and laugh at those days like a veteran road warrior swapping battle stories, but it really was extreme.

I’m happy to say that after a few years the travel restrictions were eased. We were allowed to stay in mid-tier hotels and negotiated an account with one of the major car rental companies. Our per diem for meals was eased to a reasonable limit. Nevertheless, the standard had been set. We watch what we spend, what gets charged to the client, and always keep it reasonable.

A few years later, I was having lunch with the CEO of a large client we were privileged to serve for many years.

“You know why I love you and your company? Why I respect you and keep doing business with you?” he asked me unexpectedly in his thick New York Jewish accent.

I was honestly curious to know.

“It’s your expense reports,” he quickly said in response to his own question without waiting for me to answer, “You don’t try and gouge me. You wouldn’t believe what most vendors try and get away with. They expect me to pay for the magazines they buy to read on the plane and $200 bottles of wine at lunch. It’s ridiculous. Your team always just charges me for the basics, and it’s always reasonable. That tells me a lot about your company.”

I thought about that lunch, and that CEO, as I read this morning’s chapter and the sage saying of ancient Jewish wisdom at the top of this post. That lunch was an important waypoint in my career as I began to see myself through the eyes of the decision makers who hire our company. While the miser I first experienced as a corporate rookie took things to an unnecessary extreme, I came to understand the wisdom that motivated their frugality. Clients pay attention to what we charge them, and they make judgements about our integrity, our character, and our relationship because of it.

In the quiet this morning, I’m smiling and whispering a prayer of gratitude for the person who made me endure long road trips in a stale, smoke-smelling rust-buckets. It wasn’t fun at the time, but it taught me an important lesson. And, it became a really good story for those days when I find myself comparing battle scars with fellow road warriors at the airport.

Now that I find myself at the top of the company’s org chart, I know that there are clients who assume that I will expect a higher level of travel experience when I’m on business with their company. I’ve even had a few clients encourage me to stay in nicer places and/or enjoy a higher-ticket meal or two than what they see I charged on my expense report. I thank them, and then I purposefully and silently refuse to do so. When it comes to next year’s contract, I never want to give the client any reason, even a small reason, to suspend or end our relationship.

My Secret to a Good Night’s Sleep

Whoever walks in integrity walks securely,
    but whoever takes crooked paths will be found out.
Proverbs 10:9 (NIV)

For many years I have had a fascination with the largest, non-commercial blog in the world. It went viral so long ago that there may be many today who have never heard of PostSecret. Frank Warren had a simple idea for a local art contest. He distributed a bunch of blank, self-addressed postcards in random public places where they would be found. He asked people who found them to anonymously share a secret. A half-million postcards later, they continue to arrive in his mailbox daily. Each Sunday he posts a handful of new secrets he’s received to his ad-free blog.

Last summer I gave a message among my local gathering of Jesus’ followers called It’s a Secret about the different types of secrets we human beings tend to keep and the unhealthy ways they affect our lives (You can download and listen here). I shared some of my own history of keeping secrets along my life journey and the lessons that l learned from them.

One of the things Frank Warren says from his years as the caretaker of hundreds of thousands of secrets is that sometimes we think we are holding on to a secret when, actually, the secret is holding on to us.

In today’s chapter of wise King Solomon’s ancient proverbs, Sol says that those who walk with integrity walk securely. When I read that I thought: those who give up their secrets don’t live in constant fear of being found out. I thought about my years of desperately keeping secrets. They were periods of anxiety, cyclical shame, and the fear of getting caught. To Frank’s point, my secrets were holding on to me, impeding my journey, and making me feel that there was a ticking time-bomb of revelation waiting to go off at any moment. My secrets kept me up at night. They were part of the reason I didn’t sleep well.

Along my journey, I went through a period of confession in which I owned up to my secrets and went on a sojourn to discover my authentic self. I sought out the person I really am without secrets and I embraced all of my glaring imperfections and indulgent appetites. In the process, I learned that darkness makes it hard to see things for what they really are. Secrets, sins, mistakes, and imperfections are far scarier and seem infinitely more powerful under the cloak of darkness. When brought into the light, they lose their grip.

This morning Wendy asked me one of our daily repeated, routine questions: “How did you sleep last night?”

I slept well, thanks.

I hope you are sleeping securely, as well.

Doing the Right Thing

…the administrators and the satraps tried to find grounds for charges against Daniel in his conduct of government affairs, but they were unable to do so. They could find no corruption in him, because he was trustworthy and neither corrupt nor negligent.
Daniel 6:4 (NIV)

Political maneuvering is as old as humanity itself. Every couple of years it comes around like clockwork. In the midst of an election cycle, we hear the moans and groans about how bad and negative politics have become. While I agree that corruption and character assassination are still too prevalent on every side, the truth is that episodes like the Steele dossier and Watergate have been happening for as long as human beings have attempted to gain personal power and take down their political rivals.

Today’s chapter of Daniel is all about political maneuvering. Daniel is an old man at this point and has successfully served in successive administrations starting with King Nebuchadnezzar of the Babylonian empire and now Darius, a Mede, who was governor of Babylon under Cyrus and the Persian empire. Daniel has continued to keep his head down, work hard, and do a successful job with honesty and integrity. The Persian Governor loves Daniel. Transitions of power are fraught with uncertainty and risk. Daniel may have been one of the only people this foreign Governor could trust, as Daniel was both competent and trustworthy.

Daniel, on the other hand, has been a fixture on the political landscape of Babylon for decades. He was an old man and there were plenty of powerful young men who wanted his position and power. So his enemies hatch a plan to get rid of him. Knowing that Daniel faithfully prays to his God three times a day, they get the governor to sign a decree stating that for one week no one can pray to or worship any person or any god but Darius himself under the penalty of death. When the decree was signed by Darius and could not be revoked under the laws of that day, Daniel’s enemies watched him go to prayer as he did three times every day, and they brought him up on charges.

What’s fascinating to me is how reminiscent this is of what happened with Shadrach, Meshach, and Abednego decades earlier. Daniel’s rivals may have had no knowledge of that particular episode and how it turned out.

In one of the more famous of Biblical stories, Daniel is thrown into the lion’s den overnight and is still alive the following morning. His enemies are thwarted and, in an ironic twist of fate, end up becoming the lions’ dinner themselves.

What’s often known or remembered about this story is Daniel’s miraculous survival in the lions’ den. What is often forgotten is the fact that it was Daniel’s honesty, integrity, and faithfulness that had successfully made him an asset to multiple rulers across two political empires for upwards of 60-70 years.

In the quiet this morning, I am reminded of a handful of episodes in my career in which doing the right thing happened to be the costly thing to do. More than once our company has lost client relationships because we were honest and shared the truth about what data revealed when it was politically unpopular to do so.

But this is what I’ve learned having been at this for a quarter of a century. The handful of lost client relationships certainly stung for a short period of time, but I can also point to far more clients with whom we’ve enjoyed on-going relationships for decades because they know that we will always serve with honesty and integrity, and we will always tell them the truth. The profitable results from those long-term client relationships exceed those we may have lost along the way.

I certainly have made a host of mistakes along the way. In fact, as I’m writing this my conscience is stabbing me with examples of so many ways I’ve screwed up both in the past and in recent weeks. Still, Daniel reminds me of the lessons I’ve learned. The further I get in this journey the better I understand the long-term value of doing the right thing.

Moments of Truth

Then Daniel (also called Belteshazzar) was greatly perplexed for a time, and his thoughts terrified him. So the king said, “Belteshazzar, do not let the dream or its meaning alarm you.”

Belteshazzar answered, “My lord, if only the dream applied to your enemies and its meaning to your adversaries!
Daniel 4:19 (NIV)

The company I have served for 25 years works with all kinds of businesses from all over. We survey our client’s customers in order to determine what drives the customer’s satisfaction. We assess phone calls and emails between the company and their customers to determine where they have opportunities to improve the customer experience. Sometimes the data our research and assessments reveal tell a story that a client doesn’t want to hear. It’s our responsibility to communicate the uncomfortable truth. Let’s just say, I have stories of clients who listened, and stories of clients who didn’t.

In today’s chapter, Daniel finds himself in an uncomfortable position. Having gained a reputation for upright honesty and the ability to interpret dreams, he and his friends have attained positions of power and prominence in King Nebuchadnezzar’s administration. When Nebuchadnezzar has another perplexing dream, he calls on Daniel for its interpretation. This time, however, Daniel realizes the dream is not something that his proud, temperamental, foreign master is going to want to hear. The text hints at Daniel’s hesitation and the internal struggle that the King, himself, notices.

The higher the position, the greater the stakes. That’s what I’ve experienced in my own career. When I was a young man working on front-line projects there was very little risk involved. My employer and my seniors had to worry about our clients in closed-door meetings. I just kept my head down and did my job. Now, I find myself at the top of the org chart. I am responsible for others.  My words and actions impact everyone in our company. Now I’m the one facing clients in closed-door meetings. The stakes are very different.

I have to believe Daniel was feeling something similar. Before, he was just an unknown minion in the King’s vast stable of advisors. Now, Daniel and his companions are in a position of prominence and authority. They have political clout. They have enemies. Daniel now knows, first-hand, King Neb’s ego, temper, and fatal flaws. The stakes are higher. It feels like there is more to lose.

Daniel hesitates. The King notices. The King wants an answer.

Is Daniel going to tell the truth? This is a moment of decision.

Daniel does tell the truth. He sticks to his faith and his principles. He once again puts everything on the line and risks losing it all.

It’s Monday morning as I write this and I’ve enjoyed being unplugged for a long holiday weekend with friends. I’m heading back into the work week this morning leading a company that was founded on the principles of God’s Message. That means treating clients the way I’d want to be treated. It means serving well and going the extra mile. It means speaking the truth in love, even when it may not be what our clients want to hear. Daniel provides me an example to follow.

Even when the stakes are higher and it appears there is far more to lose, am I still willing to say what is true?

Lunch with the CEO

For though we live in the world, we do not wage war as the world does.
2 Corinthians 10:3 (NIV)

A number of years ago my company served a midwest client. We were providing them with on-going customer satisfaction research, conducting Quality Assessments in their contact center, as well as coaching their sales and customer service teams. Then we learned that the company had been sold to a much larger conglomerate with global reach.

As always happens in a corporate buy-out, there was a subsequent shift in the executive ranks as the new owners brought in their own executives to run their new asset. I know that when this happens there is a very good possibility that we will lose our contract. New executives tend to come in having already formed their own strategic partnerships and alliances along their career journey. They use their new authority and this initial season of massive change to bring in the friends and colleagues they already know and trust.

In this case, the new CEO decided to let us finish our contract year as he observed the work we were doing and allowed us to present our data and explain the continuous improvement model we’d implemented which was successfully making positive changes to the customer experience. We were fortunate. As the year progressed he not only allowed us to continue our project, but he actually gave me additional projects to work on with him. At the end of the year he agreed to keep our projects moving.

During one of my visits I had lunch with the CEO. “Do you know why I keep you around?” he asked. He was a type 8 challenger so I had to be ready for him to ask almost any kind of arcane, direct question at any moment.

I hope we’re providing you with value,” or some such generic guess was my answer.

It’s your expense reports,” he answered just as directly as he’d asked the question.

Excuse me? My expense reports?

I deal with all sorts of outside vendors and consultants,” he went on to explain. “You wouldn’t believe what people try to charge me and get away with. First Class airfare, magazines they buy to read on the plane, luxury hotel suites, and the most expensive meals. One guy tried to expense a $200 bottle of wine with his lunch. Then they even try to charge margin on top of their expenses.”

You and your team,” he said, “are different. You only expense what is necessary and reasonable. In fact, I can tell you actually try to help me contain costs. It tells me a lot about who you are and how you operate. It tells me I can trust you.

It was a nice thing to hear, because our company has always tried to operate with integrity in all of our dealings and relationships. If you happen to have been in our gathering of Jesus’ followers a couple of days ago and heard the message, then you’ll understand when I say that I try to bring “Level 4” principles into our “Level 3” business dealings.

In today’s chapter, Paul expresses the same vein of thinking. He’s operating in the world but trying to bring a different level of operational principles in his relationships and dealings. He’s trying to bring the Kingdom into everything that he’s doing from his ministry to all of the fledgling gatherings in the Jesus Movement to the tent-making and repair business he ran wherever he went to provide for his daily needs so as not to be a financial burden on the believers he was serving.

This morning I’m preparing for a business trip. Once again I’m thinking about how I can serve well, love well, bring measurable value to my client, and be an example in all of my dealings. My memories of lunch with that CEO are a good reminder for me as I embark on my journey. I want my stated principles to be evident in my daily words and actions.

People are watching, and they notice.

 

A Simple Act of Integrity

“You shall purchase food from them for money, so that you may eat; and you shall also buy water from them for money, so that you may drink. Surely the Lord your God has blessed you in all your undertakings; he knows your going through this great wilderness. These forty years the Lord your God has been with you; you have lacked nothing.”
Deuteronomy 2:6-7 (NRSV)

Many years ago I did a short stint as youth pastor of a fairly good sized youth group. I would often find myself taking large groups of kids on various outings throughout the year. There were mission trips, ski trips, camping trips, trips to conferences, trips to concerts, trips to sporting events, and trips to the amusement park. It was common for me to lead a bus full of middle and high schoolers into a restaurant for a meal while we were on the road.

I made a point of talking to my kids about the integrity of not only paying for what you eat and drink, but also paying the human beings who served us in restaurants. I could see the look of agony behind the counter as my little nation of teens poured into Pizza Hut. My kids and I talked about putting ourselves in the shoes of our servers, the integrity of paying for both what we consume and the service we receive from others.

One evening I had a my usual throng of kids in the city for I can’t even remember what event. Knowing that their hunger was voracious as always, I herded them into an all-you-can-eat spaghetti joint and we loaded up on carbs Italian style. It just so happened that our server that night was a girl who was in my high school youth group when I had been part of the herd a few years earlier. After the meal, as I was rustling my kids out of the restaurant, my old friend from high school tapped me on the shoulder, and I turned to receive a warm hug.

With tears in her eyes, she admitted to me that she swore when she saw our group coming in. She knew from experience that a group of teens meant she was going to work her butt off for a bunch of rowdy adolescents and then get stiffed for the effort. She told me how kind the kids had been, how well they had conducted themselves, but most of all she couldn’t believe how well they had tipped her.

Along my life journey I’ve observed our culture increasingly given to cost shifting. As long as something is free to us, we ignore the fact that someone else has paid the price for it. I was struck this morning by the very simple command God gave to His herd of Hebrew children on their trip to the sea: “Pay a fair price for what you eat. Pay for the water you drink. Don’t take it. Don’t expect someone else to pay for it or incur the cost of it.

This morning I am reminded of a waitress weeping over a couple of bucks that she both earned and deserved by her good service. I’m reminded of the simple integrity of paying for what you consume.  More than ever, I find it a differentiating mark of character in this world.

chapter a day banner 2015

featured photo:  global panorama via Flickr

A Tale of Two Agents

source: johnjoh via flickr
source: johnjoh via flickr

“Whoever can be trusted with very little can also be trusted with much, and whoever is dishonest with very little will also be dishonest with much. Luke 16:10 (NIV)

I was recently with a client providing call coaching for a team of agents. In these coaching sessions the client’s front-line agents join me in a small conference room with their supervisor. We review the agents service quality data and listen to recorded calls between the agent and their customers that my team had analyzed. On this particular day, I was coaching several young agents I had never coached before, and it was as if one of Jesus’ parables was coming to life before my very eyes.

There were two agents…

The first agent came into the room confident and smiling. She was bright and confident. When I asked how it was going for her with her calls, she immediately recounted what the data had revealed about the strengths and weaknesses of her service delivery. She had obviously been paying attention, had taken responsibility to go out and review the information available to her, and had digested the data and recommendations. When I played her recorded calls and then asked what she thought, she quickly picked out exactly how she could have improved and explained what she would have done differently if she had the chance to do it over again. When the agent left the room I expressed to the supervisor that I was impressed. “She won’t be on my team long,” the supervisor said. “With her attitude and work ethic, she is going to go places quickly in this company, and she should.”

Before the second agent came into the room the supervisor explained that this particular agent always demanded the last session so that she could put it off as long as possible. When the agent came into the room I could tell from her physicality that she was defensive and did not want to be there. I tried to break the tension. I pulled up the service quality data that had shown a recent trend toward improvement and complimented the improvements. “I don’t know why I improved,” the agent mumbled, “I haven’t done anything differently.” We listened to calls together and when given the opportunity to self-critique the agent simply responded with “it sounded pretty good to me.” In one call, the agent responded to a customer’s question with “I don’t know anything about that” despite the fact that the agent clearly knew the answer. When asked why she didn’t answer the question the agent shrugged and said, “Yeah, I probably should have. I don’t know. I just didn’t.” After the session was over, the supervisor looked at his watch to see how much time was left in the agent’s shift, explaining “She won’t get anything else done today. She watches the clock for the last hour of the day so she can be out the door as soon as the second hand hits twelve.”

I thought of these two agents when I read Jesus’ words this morning. I have observed countless times over the years that the difference between successful people and those stagnate in their careers is usually a small handful of things done faithfully and done well.

Here are seven qualities I’ve consistently observed in those who succeed:

  • Showing up early (or at least being at your post and working on time)
  • Doing the job faithfully
  • Dealing with people honestly
  • Approaching things positively
  • Handling yourself professionally
  • Keeping productive and busy in slow times
  • Going the extra mile without being asked/required

 “If you are faithful with a few things,” Jesus said, “You will be put in charge of many things.”