Tag Archives: Ownership Statement

Love in the Ordinary

Do everything in love.
1 Corinthians 16:14 (NIV)

In her book, Liturgy of the Ordinary, Tish Harrison Warren  reminded me of what I fear is a largely forgotten and much needed truth. In a culture that worships bucket list experiences and adrenaline rushes, it is easy to allow the experience-seeker mentality to skew my spiritual life. I allow the mundane, everyday routines to become disconnected from spirit. In my mind they become the Life-less tasks I must necessarily trudge through to get to the next  mountaintop spiritual experience. Warren brought back into focus for me that in Jesus, everything is connected. Everything is sacred.

Wendy’s and my household is, I assume, like most married households. There are tasks that are my responsibility. The lawn care and snow removal, for example. It’s not that Wendy can’t do these things or assist with them. She grew up on a farm and can chore with the best of them. I just take them on as my responsibility. There are tasks Wendy takes on for herself. The laundry and the kitchen/pantry administration, for example. It’s not that I couldn’t capably do either, but Wendy likes these done a certain way so she just takes them on as her own. And then, there are household tasks that we share.

In Paul’s letter to the followers of Jesus in Corinth, he ends his letter by admonishing them to “do everything in love.” As I mulled over this simple command, I realized that it’s easy for me to apply that “experience seeking” mentality to this simple relational command. It’s also easy to assume that Paul is talking about being loving in all my relationships, to be a Good Samaritan, and to be loving toward outcasts and my enemies.  But, then I looked again. I realized that’s not what he wrote. He didn’t write “Be loving towards everyone” he wrote “Do everything (i.e. Laundry? Lawn care? Making the bed? Fixing supper? Washing the dishes?) in love. All of a sudden, this simple command takes on a whole new layer of meaning.

In my job I assess and train people in the art of giving good customer service. Quite regularly I am working with individuals who are tasked with serving co-workers (a corporate help-desk, for example). Other teams are tasked with serving the same key customers on a daily basis, and they often have very close, very personal relationships with these customers. I commonly have these team members argue that the customer service techniques I teach them “don’t apply” to them.

They’re not customers. They’re co-workers,” the help-desk agent will say to me.

He’s not like a customer. I talk to him on the phone every day. Sometimes it’s multiple times a day. He’s a friend. I don’t need to do all this customer service stuff with him. It would sound silly,” the key account  manager will say to me.

What are these service skills I’m asking of them?

  • Take ownership of a situation, say what you’ll do.
  • If something doesn’t go right, express empathy. Apologize.
  • Make sure you’ve met the need. Ask if they need anything else.
  • Express gratitude.

What these agents are arguing is that the closer you are to another person, you are excused from giving him or her exceptional service. The more intimate you become, the more you are free to just slide and “get by.” These mundane, everyday relationships don’t require good communication of active commitment, empathy, willingness, or gratitude. Wow. No wonder so many relationships are in trouble.

At that point I will usually tell a joke. Imagine if I told Wendy on the day we married, “I told you I love you today in front of everybody. So, now you know. If it ever changes I’ll let you know.” My challenger wife would have a few words of challenge for me.

I argue that the closer the relationship, the more everyday, mundane daily relationship that is shared between two individuals, the more I should want my communication to be a steady stream of commitment, empathy, willingness, gratitude, and love. Of course the words are going to be different and more familiar. Of course it’s going to look and sound more subtle, more intimate, and familiar than with a new acquaintance. Nevertheless, a healthy relationship requires it.

Last week I went out to blow 10 inches of heavy snow off our sidewalks and drive way in the dark while I was sick with a cold. When I walked in the house Wendy thanked me for doing it. She didn’t just thank me because it was hard, or I happened to be sick. She always thanks me. I can’t remember the last time I did the lawn or the driveway and Wendy didn’t immediately thank me when I walked in the house. In the same way, whenever Wendy finishes a day of multiple laundry loads I express my appreciation for it.

When Wendy asks me to do something for her, I always try to respond with what I teach my clients is called an ownership statement. It’s a statement of what you”can” or “will” do for a person that also expresses a positive attitude in doing so. “Sure, babe,” I say, “I’ll be happy to.” There is no one else who does as much for me everyday as Wendy. There is no one who deserves an ownership statement from me as much as she does.

Do  everything” Paul wrote, “in love.” In the quiet of my hotel room this morning I’m really mulling that over. It’s not just the big public actions that every one can see, but the ordinary, repetitive daily actions that hardly anyone sees. What does it mean for me to make coffee in the morning in love? To do my daily chores in love? To mow  the lawn in love? To answer my emails in love?

In order to answer that question, I have to be open to embracing the Liturgy of the Ordinary.

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?