What I Discovered yesterday <3


If you have journeyed with me for any length of time, you know that few things test me like a call to some customer service department. 

I prepare mentally and spiritually as I track down the 800 number from a website and I vow to be a good example of the hands and feet and mouth and attitude of Christ, but after following numerous voice prompts and menu options that have changed…and attempt to understand what the person on the other end is saying…I often fail miserably.

And while these can prove to be refining experiences and wonderfully humbling opportunities for me to share with you just how shallow and impatient I remain as God continues to aid me in the removal of my flesh nature, I had a refreshing customer service experience yesterday and since it is continuing to pour down buckets of rain on us here in the Midwest, I thought maybe you could use some positive in  your day. 

After looking over our Discover bill this week, I had a charge that made no sense. 

The name of the business was unfamiliar though it showed the location of the community we live in. 

I asked Russ if it rang a bell with him and it did not. 

I looked at the date of the charge on the main calendar and showed nothing significant other than I worked that day. 

So I called the company and followed a couple of prompts that led me to a short wait and a gentleman who identified himself by name and located in Phoenix. 

I explained my dilemma and he pulled up my account without asking me for my blood type, firstborn child and some cryptic password I gave in a moment of weakness back in the early 90’s when we opened the account. 

He used some commonalities found in the name of the company and asked if I could remember purchasing any periodicals or perhaps a subscription to a newspaper at that time. 

I could not and so he asked me if I would mind holding while he transferred me to someone who would be able to look further into the charge. 

I waited another short amount of time and was greeted by a woman who identified herself by name and her location in Atlanta. 

She was also very pleasant and began to ask me more detailed questions about possible businesses in our area and also suggesting places I may have been based on the name of the account that charged me. 

As we eliminated salons and photography, she also told me that the merchant had used a square to run my card. 

This clicked and I grabbed my personal planner. Turning to the date of the charge, I saw where I had attended an event at the local library that evening and had purchased a book from the author. 

Here is the fun part. 

As I exclaimed,  “I found it!” 

She excitedly responded with curiosity to know what it was. 

I actually felt ridiculously like the Discover commercials and envisioned myself on the other end of the call. 

It was weird, but definitely better than me mincing words through clenched jaws like I usually am on one of these types of exchanges. 

We verbally high-fived each other and said our goodbyes. 

And I learned a few things about what good customer service looks like and why I get so frustrated sometimes and how I can make sure I am not the one who frustrates others. 

So here are some tips for dealing with someone like me who is having a moment and needs some help:

  1. From the beginning of both conversations, the representatives of this company identified themselves and reinforced the claim that their employer portrays through advertising campaigns – that they want to make sure I understand the charges and terms on my bill.
  2. They didn’t have the direct answer, but worked with what they know to help me discover (no pun intended, honest) the answer for myself.
  3. They did not patronize me. They kept assuring me this is a common problem and they wanted to work with me to help me remember what the charge may have been while offering further support to me if it was not a valid charge. I was valued and validated as a person who is a customer of their company.
  4. I got the impression that they love their job and helping customers figure these things out is their jam and a win for me was a win for them. 

And it makes me think of my work in sales and how I relate to the people who come in our store. 

And my public face as a Reimer.

And a human being on planet earth. 

And a representative of the Body of Christ.

Do I identify myself and my mission to everyone who meets me, maybe not verbally, but is it in the forefront of all my interactions?

Do I treat others with respect and coming from an understanding of all that I represent, with an attitude to help and come alongside with the appropriate support and care needed in each given situation?

When I have surpassed the level of my ability to help someone, do I invest some thought into pointing them to the next level of expertise needed and then release them to the care of that one?

Do I love my calling…do I honor the values and beliefs I represent?

Is my life being lived out in the same way I “advertise” it to be? 

Do I keep the main thing, the main thing and am I diligent to keep my heart tender so that I don’t become cynical and hardened and leave those God places in my life with the impression that I will be laughing about them in the break room after we have finished our time together. 

Good lessons for me Discover company. 

Thank you for being what your commercials portray you to be. 

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  1. Good reminder to preach the Gospel always, use words when necessary.

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