Small Issue?

As I was going through my voice mail messages one day, I listened to one that started out sounding really good. Unfortunately, it took a slight turn toward the end of the message. The customer complimented us at first, but then asked for my return call to discuss one small issue.

My intuition told me that the one small issue was actually a big one.

Surprise Gift!

To start out, the customer described how he had recently purchased a vehicle from us from out of state. When he had returned home with the vehicle, he began to go through it to become familiar with its operation.

When he got to the glove box, he found a gift from us – an Owners Manual For Life. We place this simple copy of the New Testament in every vehicle that goes through our dealership in an effort to spread the Gospel.

We intentionally remain silent about it at delivery in order to prevent making the customer uncomfortable. We want them to find it later – just like in this case.

To date, I have not had a single complaint with this process. This time was no different. He was very complimentary about the gift and thanked me for it.

Execution Failure!

The problem, he said, was in the execution of the deal itself. I will not go into detail about the deal itself, but will just say that he had expectations that were mostly reasonable. Instead of meeting these expectations with a smooth execution of our sales process, it appears we botched it to a degree.

What should have taken an hour or so took much longer. What should have been a matter of exchanging a couple of documents and funds instead turned into a good amount of confusion and frustration. While some of this was caused by one of his requests, it was our responsibility to handle that request to the best of our ability and to communicate how it would work and how long it would take.

We Dropped The Ball

I wish I could say he had presented us with an unusual situation and we were simply not prepared for it. Unfortunately, this is not completely the case. Instead, we took what could have been a fairly uneventful sales transaction and allowed it to become one that was unpleasant for him.

Granted, he did not mention any anger, rudeness, or dishonesty on our part. He never mentioned anyone grossly mistreating him or trying to take advantage of him. In fact, our attitudes may have been very good. We actually may have smiled the entire time.

That is not the point. No, his frustration came directly from his perception of our inability to execute a fairly simple process without causing him delay or inconvenience. This was not completely true, but because we did not do a great job of explaining the reasons for the delay, he felt we were the sole cause of the frustration.

Patient Customer

Fortunately, this customer was (1) a believer that handled his own emotions as you would hope, (2) very insightful to see the difference between lack of execution and malicious intent, and (3) a patient man that was willing to share his experience with someone interested in learning from it.

Obviously, we will be reviewing exactly what happened in this situation. We will train on the correct process and try to anticipate any potential problems with that process for future customers. We will also learn how to better communicate any hiccups in the execution. This will not be that difficult to correct.

Tempting To Overlook

The biggest problem with this issue is the very simplicity of it. In fact, it is so simple that most of the time we might be tempted to allow the excitement from the compliment regarding our “Christian actions” (Owners Manual For Life) to overshadow the complaint about our execution of the sales transaction process.

We might spend more time patting ourselves on the back for doing our part in spreading the Gospel and ignore the fact that our lack of execution could actually hamper our witness!

Alternative Situation

Let’s think about that for a minute. What if this customer had NOT been a believer? Replay the events in your mind. He goes through the frustration of flying in, buying the vehicle in a frustrating process, and then drives home. While sitting in Atlanta traffic due to our delayed process, he is most certainly cussing us, right?

Now, imagine he is at home and opens the glove box to find the New Testament. What do you think are his thoughts at this point? What is his perception of our “Christian witness” at this point? Have we reinforced what he already thought about Christians, or at best, done nothing to improve his impressions?

Too Easily Bypassed

Folks, this may seem like a small incident. The customer really was not angry with us. He didn’t yell or threaten anything. He was certainly frustrated and wanted to vent about it, but the incident could easily be bypassed as a fluke.

The truth is that this is a HUGE miss for us as Christian business leaders. If this happened here, then it is happening to others – including those to whom we are trying to be a witness. If it is happening to others, then we are underperforming in living out our witness for Jesus. We cannot ignore this issue.

We must commit to rock-solid execution of even the simplest of processes. We cannot afford to ignore it, even for a short period of time. Our witness depends on it!

Have you experienced botched execution as a customer?

What were your feelings?

How good is your business execution in this light?

photo by Joe deSousa; original post date Sept. 17, 2013

Limited Perspective

So many things happen in our world today and we are often very quick to assume we know the whole story, including others’ motivations, circumstances, and intent. The truth is that we know very little about these things just by looking at a picture or video on Facebook, Twitter, or Instagram.

Even when we are eyewitnesses to an incident, we are likely missing huge pieces of the picture. We might think we were present enough to get the full picture, but that is really impossible. We simply cannot know all that is going on just by looking at things from our perspective.

Three Witness Perspectives

I saw a pastor describe this idea with a perfect example. He described how he had seen a television ad in which the very same incident was portrayed from three different perspectives. Each time the perspective changed, so did the understanding of the viewer.

From the first perspective, the viewer sees a skinhead who is full of tattoos and piercings. The skinhead runs headlong into a man dressed in a suit like a businessman, taking him to the ground in a violent collision. Clearly, from the viewer’s standpoint, the skinhead is attacking the businessman for some reason.

From the second perspective, the viewer sees two burly men get out of a black SUV directly behind the skinhead. As they start walking toward the skinhead, he runs toward the businessman and collides with him. From this perspective, it appears as if the skinhead in running from the two men, likely undercover officers of some sort, and accidentally collides with the businessman.

Finally, the third perspective is from directly above the scene. From this perspective, the viewer sees a crane moving a huge safe from one building to another. The safe begins to slide off the scaffolding and is clearly going to fall directly on the businessman. The skinhead sees this and – risking his own life – tackles the businessman to save him from certain death!

Witness or Participant?

Without the benefit of the overhead view of this scene, we would each jump to various conclusions about the people involved. This is hard enough if we are the witnesses to a scene like this.

What happens when we are the one who gets tackled?

Folks, as Christian business owners and leaders, we are going to be “tackled” from time to time. These situations will appear to come out of nowhere. They will hurt. The timing will be terrible. We won’t understand them. I could go on, but you get the idea.

The lesson is this: God is big enough to be trusted even when things don’t make sense. No, we are not going to understand everything that He allows to happen to us. We are never going to have His complete perspective. We will not know all of the factors that He considers as He leads us.

That’s okay.

Trust Him

What we do have is an opportunity to trust Him. We know what He has done for us in the past (Romans 5:8), that He created us (Genesis 1:26-27), that He has plans for us (Ephesians 2:10), that He has our best interests at heart (Jeremiah 29:11), and that He will never leave us or forsake us (Hebrews 13:5). We can know that placing our trust in Him will get us through the day – every day – even when it feels like the world has tackled us for no apparent reason.

Trust Him today. Trust Him to lead you on the right path – in life, in your business, with your family, and anything else you can think of. He has the total and complete perspective and He is faithful.

Questions

Do you trust God’s perspective when things happen you don’t understand?

If so, can you give us an example of when you trusted Him?

If not, have you prayed for Him to strengthen your faith in Him?

Passive Witness Camp

To be more clear, there are usually one or two people in the group that get a little uncomfortable when the subject of evangelism comes up for discussion. Immediately, they get images of standing on the street corner with bullhorn in hand and shouting out warnings to those passing by.

Maybe their picture is more subtle, but just as uncomfortable for them. Either way, they usually say something like, “I don’t have the gift of evangelism.” Maybe they say, “I don’t like to talk about my faith.”

Many suggest, “I think we should just live our Christian life by example. We should not have to tell people what and why we believe. They should know it by the way we live.”

Are these people in the “passive witness” camp wrong?

Active Witness Camp

Before you answer, let’s look at the other camp. When this discussion about our responsibility to witness comes up, these others jump all over it! They are quick to talk about the number of times they have shared Jesus with some complete stranger, a customer, or maybe a childhood friend.

They can tell crazy stories about how people have accepted Jesus as a result of them simply asking an innocent question that led to an intense conversation about eternity. This discussion really gets the people in the “active witness” camp fired up!

Are they wrong?

Who Is Right?

So what is the answer?

Are you to be an active or passive witness?

Fortunately for you, I have the answer! That answer is “Yes!”

Active And Passive Witness!

Yes, you are to be an active witness. Yes, you are to be a passive witness. You are to witness both actively AND passively! Neither of these options is acceptable only by itself. If we are to be fully committed disciples of Jesus, then we are to witness in every way available to us.

Sure, there are some personalities that are naturally more outgoing. These people will most likely witness to people in situations where the less outgoing may be uncomfortable. That is fine.

However, that does not remove the responsibility from the less outgoing! It only means that these people need to be more intentional about building relationships with the lost around them for the purpose of eventually talking to them about Jesus and their eternity.

The Workplace Needs Active!

When you look at the statistics of the workplace, Barna reports that roughly 40% of the U.S. adult population is unchurched. That means there are plenty of people around you in the workplace that need what you have. They need you to share your faith.

If you do not already have a solid relationship with them that would allow you to do this, then you need to get to work! Start intentionally working on your relationship with them. Get creative, but get closer. Of course, you are to do this with a sincere desire to touch their heart, not for a tally mark in your Bible.

The point here is that you are to be active as a witness for Jesus. Using a bullhorn is not the only way to do this. Whatever your personality or circumstances, find a method that plays to your strengths. Then start!

Example Still Necessary

And for you “active witness” campers, do not let your natural ability to witness to others overshadow the need for you to also live out your faith by example! Whatever your personality, you are also called to live a godly life as an example for those who are watching.

This means your business practices are to be above reproach. You are to walk what you talk! You are to live out all that Jesus has commanded us – in every facet of your life.

You are not free to live as you please simply because you are good at approaching complete strangers with the truth of the gospel. Your witness and your example should go hand in hand!

Scripture Backup

I will leave you with a few verses that can serve as back-up for what we have discussed here. There are plenty more where these came from, but this is a good start!

You are the light of the world. A city situated on a hill cannot be hidden. No one lights a lamp and puts it under a basket, but rather on a lamp stand, and it gives light for all who are in the house. In the same way, let your light shine before men, so that they may see your good works and give glory to your Father in heaven.
Matthew 5:14-16

But you will receive power when the Holy Spirit has come on you, and you will be My witnesses in Jerusalem, in all Judea and Samaria, and to the ends of the earth.
Acts 1:8

Whatever happens, conduct yourselves in a manner worthy of the gospel of Christ.
Philippians 1:27

Always be prepared to give an answer to everyone who asks you to give the reason for the hope that you have.
1 Peter 3:15

Just A White Lie?

“But it was just a little white lie, right?”

How many times have you heard (or thought) this? I know we have all told someone they looked good when, in fact, they may not have. Maybe you told someone you liked their haircut or their new pair of shoes. You get the idea. I am not here to argue that point. I want to know if this behavior is okay in your business. Is it okay to tell white lies as a Christian in business?

Let’s try another line with which you may be more familiar…

“Who is it?…Just tell them that I am not here.”

If you have an assistant or receptionist, I am sure you have said something like this before. If not, congratulations! If so, can you justify saying something like this when you know it is not true? If your people see or hear you saying things like this, what effect do you think it has on their opinion of you? What effect does it have on their own behavior? If it is left unchecked, what behavior does it eventually lead to?

The white lie is so common in our world that most people do not even realize they are telling one. It can take many forms. Some of these may seem harmless (or even helpful) at the time. Some of them are a little more dangerous, but they are justified as being safer than telling the truth (at least at that moment!). Regardless of the rationalization, I think we need to take a long, hard look at this topic.

What Is The Expectation?

So what are we to do as Christian business owners and leaders? What is the expectation of us?

Well, as you probably guessed, I think we need to turn to the Bible for our answer. If we look at Ephesians 4:25, we will see the following verse:

Therefore, putting away all lying, let each one of you speak truth with his neighbor, for we are members of one another.

Obviously, I could point to many other verses that make it clear that we are not to lie, but to tell the truth. This is God’s expectation of us. It is not dependent upon circumstances or conditions. It does not apply only to some people, but to all who claim the name of Jesus.

Good Advice

In How To Run Your Business By The Book, Dave Anderson gives the following key advice:

1. Tell the truth even when it is not easy, cheap, popular, or convenient.
2. Tell the truth because it is right, it pleases God, it protects your personal integrity, and honors, rather than diminishes, everyone who hears what you say.
3. Never, ever ask someone to sin for you by instructing them to lie on your behalf. This is an abuse of your power, position, relationship, and friendship and can destroy your witness as a Christian.

I will leave you with this verse from Luke 16:10…

Whoever is faithful in very little is also faithful in much, and whoever is unrighteous in very little is also unrighteous in much.

I encourage you to start watching what you say. Increase your awareness of your words and make sure you are not falling into this trap.

Have you been guilty of little white lies?

Do you see the danger in where they lead?

What is your plan to change this behavior?

While that may not seem unusual, consider that this friend had worked for our company up until that week and was terminated for non-performance.  Now are you interested?

I told him that my offer to buy his lunch had two main purposes.  First, I wanted to take the opportunity to learn from him whether there was anything he thought we could do better as a company.  He is also a Christian and could give me insight about that aspect of our company.  While I think I have a good feel for what happens from day to day in my business, I always hear something in an exit interview that surprises me.  If I am open to it, I can always learn something from an ex-employee.

My second purpose was to take the opportunity, with his permission, to offer advice to him.  I had observed him for close to a year and I felt I had a perspective that could help him.  If I am truly in this business for an eternal impact, why would I not intentionally mentor another Christian when I have the chance?  I felt we had a good enough relationship that he would give me that chance.

I learned about a couple of things that we could improve on immediately.

We had a great lunch and it went just as I expected.  He gave me some honest and thoughtful feedback.  As always, I learned about a couple of things that we could improve on immediately.  Also, as I expected, he was open to my feedback on his performance and future work opportunities.  With our company, he was not in a job that fit his strengths.  We discussed another job he is already considering as well as some he has not considered, based on my assessment of his strengths.  All in all, we both profited from the meeting.

Typical Reasons to Conduct an Exit Interview…

1. Gain a new perspective about your own business (or department, team, etc.).
2. Learn what you are doing well…or not so well.
3. Confirm what you may already know (but have not verified) to be true.
4. Uncover real reason for leaving company (if voluntary termination)
5. Make peace with an ex-employee

Additional Reasons from a Christian Perspective…

What are your thoughts on this list?

Are there any reasons you would add or remove?

Does your company execute exit interviews?  If not, should you?

If so, do you have a success story to share?