Recently I had an extremely frustration experience at KFC. I walked into a rather empty store thinking I would rush in and out within just a few minutes. As I approached the cash register I noticed a few KFC team members in the back just talking. After a minute or so one of the team members made eye contact with me. I thought “Whew! Finally.”

At least another sixty seconds went by before she approached the ordering station.

As I placed my order I could tell that she was obviously peeved at my sheer existence in her store. Her body language was communicating “Gee wiz, I wish this customer would leave so I could go back to just talking and hanging out with my good ole’ pal in the back.” Or something like that. Read the rest of this entry »

Do you sometimes feel like the customer service at fast food restaurants is a little lacking?

Yes, that was a rhetorical question! I am convinced that in many arenas that customer service just stinks. It’s not just fast food, it’s everywhere: hotels, restaurants, fuel stations, retails stores, and the list goes on.

Why is this? I think it’s pretty simple really. In order to give good customer service, you have to care. But what does it take to care? Read the rest of this entry »

This news is beginning to feel like old news but I have yet to comment on it. In early November I read excerpts of Bill Hybels shocking confession to the Church in an article written by Bob Burney (Salem Communications’ award-winning host of Bob Burney Live, heard weekday afternoons on WRFD-AM 880 in Columbus, Ohio. ).

Hybels has announced that many aspects of the seeker-friendly movement did not work. Things that they spent millions of dollars on were not working at all and other items they seemed to ignore, their people were begging for.

The following quote from Hybels is what I think is most significant: Read the rest of this entry »

I made a commitment to my wife a long time ago that I would be “on call” during the night-time with our boys. My thinking is that from 6 AM until the time I get home just before 5 PM she is fully responsible for the boys without a much needed break.

I can imagine that for many moms just getting through the day with each of her children still alive is a great accomplishment within and of itself! I know Katie feels that way to at times, but most days she personifies the term supermom. Because she is so amazing, she needs some well deserved rest during the night-time.

About a week ago, I awoke to the sound of a door opening downstairs. I rushed down our dark switch-back stair case, and met my three year old Hudson in the hall. He looked up at me with his big blue eyes and asked “Daddy, when are we going to heaven?”

Such a spiritual question! Especially for 3 AM. If you are like me, you don’t like to carry on conversations in the wee hours of the morning. But I just couldn’t pass up the opportunity! So we sat on the edge of his bed for two minutes talking about heaven. I wish I knew exactly what he was thinking…what made him ask that question, especially at that hour? Perhaps I will never know.

I can’t replace that moment. I hope God grants me many more just like that…preferably in the PM hours.