Four Customer Service Lessons from an Airline

There are principles from customer service we can use in our service to God to influence others. There was a story I read about a man named Spencer, titled “Spencer Is All About the Customer.”   He worked as an agent at Delta Airlines in baggage service where customers go to inform them that their bag has been delayed, damaged, or taken by another passenger. A man named John, they call “a Medallion” frequent flier gentleman, arrived on a flight after midnight. His bag was lost. He said he had business at the Mayo Clinic in Rochester, Minnesota, 75 miles south of the airport. He said, "Spencer, I need assurance from you that my bag is going to be at my hotel in Rochester tonight. What can you do to provide me that assurance?” Spencer replied, "You are looking at your assurance, Sir … If your bag is here at the airport when I get off work at 12:30 am, I will drive it down to you as I have for passengers before.” When his shift ended, the bag had arrived. He grabbed it and drove 75 miles to the hotel. He arrived at the hotel at 3:15 am.  The front desk clerk stated, "You must be Spencer! Mr. Newport said you'd be bringing his bag. He asked to be called when you arrived.” A few minutes later Mr. Newport came down to the front desk and said, “A man of his word.” Spencer said, “You only get one chance to do it right, so do it right the first time. A commitment made is a commitment met!” And then Spencer let Mr. Newport know that if it was not for customers like him, he would not have a paycheck! 

There are Four Outstanding Customer Service Lessons we can learn that we can apply in our lives as we serve the Lord.  

#1 - Do the right thing the first time. “Whatever you do, work heartily, as for the Lord and not for men, knowing that from the Lord you will receive the inheritance as your reward. You are serving the Lord Christ.” Colossians 3:23-24

#2 - Honor commitments and promises – “If you make a promise to God, keep your promise. Don’t be slow to do what you promised.” Ecclesiastes 5:4-7 (see also Number 30:2; Deuteronomy 23:21-23)

#3 - Possess a servant’s heart – As Jesus humbled himself and served others, we are to also (Philippians 2:3-8).  

#4 - Know who pays our bills – (Acts 5:29)


These outstanding customer service principles are lessons we can apply in our lives as we go out among people and serve the Lord. The best way to shine Christ is to serve like Christ. We must always remember we are to be “all about souls!”


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