The Bible and the Better Business Bureau

Miriel Thomas: In the professional world—and in every other context—Christianity is a call to excellence, not an excuse for mediocrity. 

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Recently, my sister purchased a product from an independent online vendor that turned out to be defective. She contacted the company, got a delayed and insufficient initial response, and then lodged a repeat request for assistance. The receipt of a second inadequate reply—a form email, a phone number that reached a service center in India, a stonewall no-replacements-or-returns policy—would have been frustrating, but not exactly surprising; the market is rife with bad customer service.

What actually happened was genuinely shocking. The woman who wrote the second email—who apparently co-owns the small company with the woman who wrote the first email—dug up personal information about my sister and her family (like me, she is a writer with an unusual name, so she isn’t hard to Google) and attempted to shame my sister into repentance for the audacity of requesting professional and competitive customer service from a company with which she had done business. This company is small, run by two women out of a garage so they can be at home with their kids. My sister writes for a Catholic family website. If she were a good Christian, the woman argued, she wouldn’t make unreasonable demands (like the replacement of a defective product) from other Catholic women who are just trying to spend more time with their families.

It’s hard to know where to begin, with a minefield like that. For one thing, the fact that a business is small does not necessarily mean it can’t prioritize customer satisfaction. Businesses with limited resources can build extremely loyal client bases by emphasizing customer service. And the ethical implications of using details about a customer’s personal life to send her on a guilt trip, in a professional communication, are obviously vast. But here’s what struck me most about the whole exchange: this woman wanted to use the Christian faith that she and her customer share as a shield against a legitimate business complaint.

Think about it in another context. I worked for a year as a research assistant for a con law scholar at a prominent DC think tank. I’m Catholic. He happens to be Catholic. It was a nice thing to have in common with my boss. We shared a certain amount of cultural context, we could discuss interesting questions, and he understood why I came to work one Wednesday in early March with black dust smeared on my forehead. But let’s say I had failed to complete an assignment, or submitted shoddy work, and he had asked me to explain myself. Would our common Christian faith have had any bearing on the situation?

In the obvious and immediate sense, the answer to that question is no. The charity that Christianity requires of its adherents does not preclude their holding one another accountable in relationships of subordinate professional responsibility. Nor does it require Christians in the marketplace to choose inferior products and services simply because other Christians are offering them. (There’s another whole post here about Christian books and music and movies like Fireproof, but for the sake of my blood pressure I will leave it for another time.) All Christians are called to be charitable to all people at all times. Beyond that, the fact that an employer/consumer/client shares his Christian faith with an employee or service provider seems to be irrelevant.

But I’m not sure that’s the whole story. Grant that Christianity isn’t an excuse for sub-standard business practices; isn’t it possible that there is still a role that faith should play in the professional lives of Christians, and that—just maybe—it cuts in the opposite direction?

Let’s do a little thought experiment, shall we? Imagine two professors, fresh out of graduate school and in their first jobs, working side by side in the same department. One of them happens to be pretty secular, the other one’s a Christian. The two young teachers share most of their reasons for excelling in their work: simple survival, long-term job security, the desire for prestige, and maybe even a genuine love of learning.

But the Christian, if he’s well catechized, has something else: he has a sense of vocation. He is aware that his abilities are not his own. He knows that he has been entrusted with his talents for the sake of something greater than himself, and that someday he will have to account for his use of those gifts before the throne of his Creator. So he works, just like his colleague, to feed his family and contribute to the body of knowledge in his field—but he also works to fulfill a purpose.

And this, at the end of the day, is the real problem with the attitude evinced by my long-suffering sister’s misguided interlocutor—an attitude, to be frank, that a lot of Christians share. Christianity is not an excuse for mediocrity, and it’s not a professional get-out-of-jail-free card. The more important point, though, is what Christianity is: a call to excellence. To virtue. A call to infuse even the most mundane of tasks—shipping a package, formatting a footnote!—with an awareness of its eternal significance: that here, even here, we can glorify our God.

8 Comments

  • Avatar
    January 19, 2012

    OurLittleAshley

    I love this, Miriel. You certainly have a way with words.

    I absolutely cannot believe that this happened, but at the same time, I sort of can. It made think about how often do people use their Christianity (or any other religion) to justify their bad behavior. (Generally to justify judging and gossiping, in my experience.) It’s just plain unprofessional to use it to justify lack of right action. Oy!

    Also, you intrigued me with the mention of Fireproof! I mean, Ive never seen it, but I’ve *heard* of it and am curious what you think. 🙂

  • Avatar
    January 19, 2012

    Lisa

    Amen to that! I was taught customer service by some of the best as a teenager in my summer job. I have never forgotten how important it is, and I am spoiled by that experience in that I hold businesses to the same standard and they often don’t measure up. Recently, we tried a new oil change place because it was conveniently open on a day that we were “in town.” It was quite a bit more expensive than our regular place, but the customer service was stellar. The owner of the establishment took time to explain how they do things and to give us options. He also gave us a free car wash which, unfortunately, ripped our sideview mirror off. He was SO apologetic and made an appointment with a body shop for us to have it replaced at his expense. Because of his attentiveness and high customer service standards, it will become our new regular service station, despite the additional cost. Customers WILL pay for good customer service, and it builds loyalty like nothing else. I think your sister’s experience is just evidence that this particular online vendor will not last long in such a vast marketplace.

  • Avatar
    January 20, 2012

    Steph

    Wow! What a fabulous, well-executed article!!!

  • […] All Corners for Christ: The Bible and The Better Business Bureau […]

  • […] All Corners for Christ: The Bible and The Better Business Bureau […]

  • Avatar
    December 9, 2012

    Jordan Awalt

    if you open a business, customer service is always a must. ‘

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    January 28, 2015

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