Changing the Customer Service Mindset at Your Church

I was having a conversation the other day with some friends of mine who work for Apple. We were discussing the unique layout and customer experience that’s provided at their stores. Disclaimer: regardless of whether you prefer Mac or PC, if you’ve ever been in an Apple Store you know what it’s like to receive great customer service. In the conversation I picked up on a phrase that they dropped. They said,

“At Apple we don’t repair technology, we repair relationships.”

Apple, seemingly a technology company, recognizes itself to be so much more than that. They understand that when a customer comes in and has a problem with their tech or just needs some help getting their email set up on their phone, that there has been a brand withdraw made. Something didn’t work right, the tech wasn’t easy to use, or the customer just couldn’t figure it out on their own. They trust Apple just a little bit less and now the customer has to come into the store to receive assistance. The employees at the store are intentionally trained that every customer interaction is an opportunity to rebuild that trust and “repair relationship” with the brand…not just with the tech.

What if churches began to think that way? What if churches changed their mindset and trained their customer service team, greeting team, guest experience team, connections team, or whatever you call it team at your church to think that their job is to repair relationship…because it is.

The scriptures teach us that in the beginning humanity’s relationship with God was broken by sin and that Jesus came to repair that relationship. When we join Jesus in this movement that He started we are participating in something very holy.

There is something deeply theological about providing a great customer experience at your church. Don’t let anyone tell you any different.