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PROGRAM D-8177
I thought I’d share a situation that one of our listeners is facing, since I imagine there are many who have similar questions.
This listener’s company is very production oriented and has strict guidelines about working quickly, taking many calls, handling questions rapidly, and getting off the phone as soon as possible to take more calls. The number and length of their calls are monitored and reported, and much pressure is applied to work very quickly.
She felt that in doing this, she was forced to treat callers somewhat abruptly—not really helping them like she should—and this was quite frustrating to her. Unfortunately, her management was not impressed with her desire to answer each call completely and thoroughly; their only interest was productivity.
I think there are many situations where we feel our company is not running the business in the most customer-oriented way and we’d like to do it better. . .but the guidelines get in our way. What should be a Christian’s response? Do it the way we think it should be done, or follow the instructions?
I think that as long as the instructions you’re given are not dishonest or illegal, your responsibility is to obey those in authority. After all, management has the right to run the company as they please, even if they choose to run it into the ground. Unfortunately, many companies operate without a real customer orientation.
I believe strongly that every organization reflects the attitudes and philosophy of the person at the top. If the person at the top of your company chooses productivity over quality, that’s the way it’s going to be. Obviously, that is symptomatic of not only a lack of human care and concern, but also a lack of good business sense. Eventually poor quality and inadequate customer service will ruin a business.
As Christians in the marketplace, we should try to treat all people, including customers, with care. Not only is your customer the person who pays your salary, they are also people created and loved by God—individuals who are important. For those reasons, it’s imperative that we do our best to give them good service. When quality service is in conflict with company policy, you should look for opportunities to try to change the system, if possible. But I recognize this isn’t always easy to do.
No one said it would be easy, but living for Jesus in the marketplace gives us incredible opportunities to show the world his love and care. So don’t get discouraged! Keep praying for guidance and God will give you strength.