I know there is controversy whenever "the church" looks at, weighs, considers or even adopts practices or principles that appear to serve a "consumer" experience. But, can it be about reaching some level of excellence because we really just want people to meet Jesus and we genuinely care about their encounter with His church? Recently I read "The Starbucks Experience" and "The New Gold Standard." by Joseph Michelli In his book "The New Gold Standard", Michelli shares some of his insights in to the legendary customer experience of the Ritz-Carlton Hotel Company. He links one of the marks of their success to a "great spirit of candor" among its leadership and staff. I recently appreciated a dose of candor from one of our own team mates Chris Shoemaker, I needed the shake up he provided with his honest in put on things. I most adored him because he said,"Kim, I can tell you this because I know you really do love us!" Does a spirit of candor mark us? Is there a New Gold Standard we should be reaching for? Are we responsible for the "experience" in our church? Oh, and I'm still waiting for the Ritz-Carlton experience...someday!
Two great books I recommend them both!
Book review: The New Gold Standard
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