Sent:  May 3, 2002

Subject:  Customer Service That is Out of This World!

Dear Ethan & Emily:

Training my salespeople how to communicate better with our customers and prospective customers and helping them to provide better customer service is an important part of my job responsibilities.  When customers have problems with the products we have shopped them, our sincerity and promptness to reach a resolution make all the difference in how we are perceived as a company.  Certainly, “making the sale” and reaching sales goals is of utmost importance to us, but we cannot reach our goals if we fail to develop viable “partnerships” with our customers based on mutual confidence and trust.

Good communication is a key aspect of this whole process, and in one article I saw recently on how to increase the effectiveness of telephone communication, the writer reported that when leaving voicemail messages just the fact of using the dialed person’s name several times during the message and then especially toward the end…raised the level of call backs more than 20%.  Not surprising…as nothing sounds as personal as hearing your name.  I’m always impressed and somehow emotionally touched every time a retail sales clerk hands my credit card back to me and says:  “Thank you, Mr. McQuinn.”  Just the fact that they took the time to see my name and use it, I feel, shows a greater degree of customer focus.

When it comes to “personalization” and “problem resolution,” absolutely no one outperforms God.  Isaiah records God’s “customer service” commitment.  “Do not be afraid, for I have ransomed you.  I have called you by name; you are mine. When you go through deep waters and great trouble, I will be with you.  When you go through rivers of difficulty, you will not drown!  When you walk through the fire of oppression, you will not be burned up; the flames will not consume you…you are precious to me.  You are honored, and I love you.” (Isaiah 43:1-4)

Yes, our God…who “counts the stars and calls them all by name”…and can resolve any problem…even those that require miracles for an answer!  The Psalmist reminds us that God is “the God of miracles and wonders!” (Ps. 77:14) and invites us to “come and see what our God has done, what awesome miracles He does for His people!” (Ps. 66:5).

When problems come and things seem “broke,” God is always there…always ready to listen…always responds with a personal touch…and cannot only make repairs…but also can make things even better than new…when we call out to Him on His customer service hotline in prayer!

Sears calls every several years to give your mother and me the opportunity to renew the service contract on our home appliances, and the price goes up each time.  But with God, He has promised to take care of those who call out to Him in faith and the service warranty He provides never expires, and He paid the price for us…on Calvary.  Now that is customer service that is “out of this world”!

Have a great day telling others about the “Good News” of the Gospel…that comes not with a lifetime warranty…but an eternal one!

All my love,