The recent news that our church is losing our head pastor and may lose our associate pastor to new jobs/opportunities has many people sad and confused. They are, after all, great pastors and leaders, and have been wonderful to and for our congregation. It's scary to lose them and to wonder what the future holds. No doubt, we as a congregation are in for a long process of finding the right person/people to serve as our leadership into the future.

I too am sad to see them go, but on the other hand I'm relieved that they are leaving on good terms. I honestly can't begrudge a person taking advantage of oppotunity. Any person would be a fool not to - after all, it's just stupid to stay in a rut because it's comfortable if the Lord is opening an opportunity for growth and advancement to you. While I will miss them and the stable support they have provided our congregation, I have to say that I'm happy to see them advancing in their careers and their lives, and I believe it's wise for them to seize these opportunities.

There's another side to this, though, that I don't think people are considering, and that's what I call the "graceful parting" scenario. Honestly, if people are questioning where they are in life and want to pursue a new or different course, I believe it's best for them to seek and take advantage of those opportunities and to leave gracefully and on good terms. These pastors are doing that. There is no controversy. There are no allegations of wrongdoing or shady morals. They aren't being run off. They are simply progressing along the path of life and that path has come to a fork in the road where they have chosen a divergent path. There's no wrong in that and if they want to go a different way, I admire them for acting on what's in their heart and going with the best of intentions for all.

I can speak to this from experience. Two years ago when legislation was in the State House to move the programs I work with (and, as a result, me) to a new department, things got, for lack of a better word, awkward. The department I was out was transferring the programs/me due to an internal transition they were going through in an effort to streamline and to operate in a more efficient and cost effective way. They were under strain and as a result put pressure on the powers that be to make things move - NOW, by the way, because they had to get these changes through before the end of the fiscal year in June. The problem was that, although they started the process well ahead of time for me, things don't move through the legislature in a great hurry. And so we waited, and panic set in around April when they realized that their deadlines weren't other peoples' deadlines, who had cares, concerns, and timelines of their own to worry about. Impatience took over and it got ugly and strained. At one point it got so nasty that I offered to work from home, which made them madder because they thought I was being a smart alec (but I was sincere, as the office space was becoming a problem at that point). I wanted nothing more than to part from the place on cordial terms - after all, I had been there 11 years, and it had been a rollar coaster but I didn't want to walk away with a chip on my shoulder - but they just wouldn't allow it. They couldn't control their impatience and frustration, my work ethic lagged to a point where it was so bad that I'm ashamed to say how little real work I did for the last 3 months in that office, and I finally walked out for the last time on July 1, 2010 with my computer and the attitude that I wasn't going away mad; I was just going away. While I  left on good terms with some people and a couple of friends, some of them try so hard to avoid me when they see me in public that I hope they don't sprain anything doing it. That would be a shame.

Too bad, really and a little embarassing to admit, but I took great lessons from this season in my life. One is that it's always best to part on good terms if it's possible, and I'm glad the pastors are doing that. I want them to move on through life with good memories and relationships at Mt. Tabor and I hope the experiences they've had with our congregation have been strong, positive ones that have prepared and built them up for what comes next. I don't want them wondering if they took anything from this experience but building up some job skills for the next step and nothing that fed them emotionally or spiritually, as I wonder about the last place where I worked. I hope we were more than a stepping stone and that we have enriched their soul and their lives in a significant way. But most of all, I don't want them walking away saying "Whew! Thank God THAT'S over!" I want them happy - with what they've had here, what they've accomplished, and what's ahead. 

So to Pastor Paul and Pastor Ryan, I say Godspeed. I'm honored that you were a member of our congregation and our families for these years and I'm happy that the Lord has opened new challenges and opportunities to you. I wish you success, happiness, prosperity and joy on the journey. Perhaps our paths will cross again. Life is funny that way. You never know.

Oh by the way, I learned something else about myself two years ago. I have a good work ethic, but if you piss me off I can not only get nasty back, but I can get darn lazy too. It's amazing how you can find better things to do with your time when you just don't care anymore.

That's all for today. Take care and have a good week.

Bye!

If you work, you serve others. This is a simple fact of life. The issue is, who are you serving? Customer bases vary widely but there are some things that are universal no matter who you're working with, be it the utility company or a government agency. Here are a few tips to make those calls easier so you get the best (and fastest) customer service possible:

1. Check the website. Everybody has a website now - heck, even my PARROTS have a website, so it stands to reason that companies do too. These websites are updated frequently by experts and usually contain information that customers inquire about most. The purpose of the website is not only to provide services to the public, but to answer some of the most frequently asked questions and to provide guidance on issues that they receive the most calls and e-mails about. Checking the website might save you a call, or at least lead you in a direction where you can fine-tune your inquiries to get more specific information quickly and easily.

2. Plan your call carefully and be mindful of the schedule. If there's a major deadline within the next week, I can assure you that the call volume is high and you will be more likely to be placed on hold or wind out leaving a message that may not be returned for a while. Try to avoid deadline times by planning ahead or, if it can wait, calling a couple of days after the deadline passes. (You can usually find out if you're approaching a deadline time by following Suggestion #1). Another time to avoid are days immediately before or after a major holiday. Staffing is usually low before the holiday (when everybody wants to use those precious vacation days), and call volume is typically extremely high after a holiday (when everybody goes back to work). And Friday afternoons are usually bad too, because everybody wants a Friday off, so if there's leave to burn (in terms of "use it or lose it" days or comp time) that's usually when staff cashes in. The trick is that you want to call when there's maximum staffing, but not extremely high call volume - this increases your chances of getting a human being with correct answers quickly and easily.

3. Read the instructions all the way through. I understand that it's a knee jerk reaction to pick up the telephone once you hit a sentence you don't understand. Don't do it. Keep reading because the answer might be further down the page. I can't count the number of "oh yea, right there it is, I just quit reading" comments I've heard over the years.

4. NEVER pick up the telephone when you're panicked or heightened emotional state unless it's a medical emergency and you're calling 911. I kid you not - I've answered the telephone to full blown hyperventelation many times, and those are awkward calls. I have a psychology degree, but most people in administrative jobs studied areas like business management or accounting and they may not have been trained to "talk you off a cliff." Practice what I call the 10-10-10 rule: Take 10 slow breaths, count to 10 slowly, and wait 10 minutes. Then  you'll be able to frame your question in a way that gets results and answers quickly and calmly.

5. Collect your questions and focus on the person you're talking to as they answer. As you puruse the website and read the instructions, make a list of your questions. Don't interrupt the person in the middle of a sentence with a follow up question before they finish answering the last question, or be one of those  people that says "oh! One last question!" ten times. Because in those situations you usually wind out asking the same thing 3 times because you were so busy formulating new questions that you didn't hear the answer to the one you  were asking.

6. Limit the hypothetical questions. If you say "what if I ..." or "suppose I were to ..."  more than twice, then we suspect that you're looking for ways to duck the red tape (and we will look for ways to trap you into admitting it). Be straightforward and give us the facts, please.

7. Rephrasing the question 7 ways won't change the answer. And "call shopping" (where you realize it's a rotating line and keep calling to work your way through the staff to get the answer you want) is a trick we pick up on around the third call. Everybody in that department has been trained the same way and they'll give you the same answer. No matter how many times you call or how many ways you try to rephrase it.

8. Be respectful. What I mean is that if the person says "I don't know but I can send you to somebody that does know," immediately cease and desist from asking any more questions until you're routed to the right person. Because your "wait a minute, let me ask you this while I have you ..." questions will lead to more "I don't knows" and a delay in getting the information you need while you bark up the wrong tree. Nobody knows everything and despite the current push to "cross train," there are people that know some things better than others. They're trying to help you by sending you to the most knowledgeable person to answer your question. Let them do it.

9. Be patient. Not every question has an immediate answer and they may have to research what you're asking about. So don't wait until the last minute. Plan ahead.

10. Don't lie. I know this sounds silly, but people do call and outright lie about things, only to be embarassed when we use that annoying database at the computer we're sitting behind and catch them in it. That can lead to serious trouble in some situations, so please, no matter how embarassing or hurtful it is to your pride, just tell the truth. We will act with discresion and will do our best to help you - but don't say you mailed the check and it cleared last week when it's lying on the table in front of you. Because they'll look it up, see it didn't arrive, and the next question will be for you to send them a copy of the cancelled check to prove it. Awkward!

A lot of getting good customer service is to use discernment and good, old fashioned common sense in dealing with companies. Be courteous, professional, respectful and plan appropriately and you'll get the fastest and best customer service available. And really, these are good rules to apply to all of your relationships. 

That's all for today. 

Bye!