Check Please

I read recently that if you have a bad experience at a restaurant, you usually don’t totally give up eating. Honestly, that would be a bit ridiculous. However, this is typically what happens when someone has been wounded by a church. Not only do we give up on church, we give up on God. Now I’m not implying that churches and restaurants provide the same type of “service” however, there is a component of customer service within the church. In fact, it’s what the church is built on – serving our neighbor.

When I think of my church experience, I could equate it to a restaurant. This church was “recommended” by a friend, so my family and I went. We liked what was on the menu, we liked the service, and we liked the people so we did what anybody does when they have a good experience, we came back. But when I started having bad experiences (or bad “service”), it was my fault. So I do what many consumers do, I voted with my feet. But I missed the menu, service and people, so I thought I would try it again. However, the “service” still was disappointing. Again, it was my fault.

Can you imagine going to a restaurant and having the restaurant manager tell you that you were at fault for the bad service? You were too direct, your expectations were too high, and you weren’t patient enough. They probably wouldn’t stay in business very long. Yet, this is exactly what so many churches do. When there is a problem, the person who brings the problem IS the problem. It begs the question – is this good customer service?

I know that many of you are thinking: Catherine, this is the church you’re talking about, not some business. In some respects, that is true. However, churches do provide an important service and honestly, a product. In fact, we could say that churches have many products from spiritual growth to mission work in the community. We advertise that our churches provide fellowship, a relationship with God, grace, forgiveness, and much more. So whose fault is it when we, as “customers” are disappointed in our experience?

I would say it’s a shared responsibility. We, as members of the church, advertise based on God’s direction. We do set the expectation. When we fail the meet those expectations, each party has a part in coming to an agreement. There needs to be honest discussions that are solution-focused and Spirit-driven. It is then and only then that expectations can be reset and resolution can happen.

We don’t do this well. It is easier to ignore the problem or make the person bringing forward the problem THE problem. If the person goes away, so will the problem. I have to believe that this is not the type of “customer service” that Jesus preached. We all have a responsibility to keep the church healthy. We must have the courage to both address conflict and resolve it. Otherwise, consumers will continue to vote with their feet. And when that happens, nobody wins.