Uncommon Courtesy

“I hate to work Sundays”, the server told us. My wife Renné and I love to dine out on a regular basis, and we had asked our rather vivacious server what she thought of working on Sunday. “Sometimes, church people come in, pray over their food, eat a $40 meal, complain a lot and leave me with a tract and a four dollar tip. It makes me feel like not serving them when I see them praying over a meal.” A friend, Tracy Harden, has been a manager a several restaurants over the years, and he tells us that it’s not an uncommon phenomenon. When I mentioned it on my radio show the next morning, I had several servers call in with similar stories of discourteousness.

So, what does this have to do with radio, Christian radio in particular? I am afraid that it is pervasive in our industry, too.

It is almost a cliché to hear of the GM or PD that makes a major decision and then hides from the results. I have been through major changes on several of the stations where I have served. As a leader, I believe that it is urgent that we show our team two things through our response: 1) ownership. I made the decision, and I will take the consequences. 2) camaraderie. We are in this together, and we will come out together on the other side.

Finally, in my travels as a consultant, I try to get in touch with the management at the leading Christian radio station in each city. My purpose? Not to sell my services, but to encourage them, perhaps buy them lunch and always to learn something. I have traveled to over 75 cities in the last year, having called or written GMs or PDs in several, and have been called back by only one person. He and I had a great conversation, he was encouraged, I learned and have someone new to pray for.

So, what do we do? Here are a few suggestions:

1) Schedule time to answer your mail, e- or snail. Let’s face it; e-mail is going to be with us. One fellow used to write me long complaint letters in Columbus. Now I didn’t write him long letters back, but I did respond. We learned from each other. He has grown to be a great friend.

2) Take or return the phone calls that come in. Most of the people that call don’t think of the volume of calls that we take each day. Sometimes people want to chat, but mostly they want you to listen. And you never know when a compliment or great idea is coming. One of my teachers once said that the ability to handle phone calls quickly was a sign of a good leader.

3) Teach your team to do the same. It is important to let them experience this on their own. I know in the age of downsizing there is more on everybody’s plate, but Becky doesn’t know this. She just knows you care enough about her to be with her everyday. So when Becky or her husband call or write, make sure there’s a response.

One final note. Most of the people that we all consider leaders in this industry DO return correspondence. Just the other day, I made an out-of-the-blue call to a man that I had met at GMA. He is a national leader with a major network. Surely he’s got more important things to do that to talk to me. But he did respond. While our schedules didn’t allow us time to meet, we did talk and get to know each other a bit better. There are many other examples, this is just the most recent.

The next time someone calls you, take the call. Hey, I’m busy too, but it might be an opportunity to minister, lead or learn. That’s what we are here for. And, the next time you eat out, leave a bit extra. Sometimes a good tip can be a very effective witnessing tool.