Just read Joel Spolsky’s piece in the latest Inc. magazine. This month’s subtitle for his “How Hard Could it Be?” column is “It Isn’t the economy, Stupid.”
Spolsky analyzes Circuit City’s failure as not being, contrary to their CEO’s claims, a result of the failing economy. Rather, it was a consequence of poor customer service.
He offers B & H to illustrate the opposite. B & H isn’t a chain of big box stores benefiting from national or international volume (though Spolsky points out that 70% of their business is through their website.
The point of the article that struck me is that he makes 5 successively more impressive points as to why he is such a locked-in customer of B & H that he doesn’t even comparison shop anymore. I was sold from the first one, but increasingly convinced as I continued to read.
Then I thought of how this does (or doesn’t) translate for my own line of work. Do I, or does my church, overwhelm guests/visitors/non-Christians in so many ways that they have trouble articulating exactly which one thing grabbed them?
I imagine that as Jesus finished a visit with a group or in a town, the people who had crossed his path had trouble identifying just one, or only one particular aspect of what Jesus’ presence had meant.
Go and do likewise.