Do you remember the wonder of looking through a kaleidoscope
as a child? Two paper tubes, mirrors,
and bits of colorful glass provided an ever-changing display that surprised and
delighted. As Chip Bell points out in
his book Kaleidoscope, the ingredients that provide the image remain the same,
but they are always presented in unique ways.
In his new book, Bell explains that there are several
ingredients that go into innovative customer service. They do not change, but the way that we put
them together can provide sparkling, innovative service to others.
Although this book is not written for a Christian market,
some of the values that Bell identifies should be familiar to a Christian
audience—grace, trust, generosity, truth, and mercy—and come with some theological
implications. The others—enchantment,
alliance, ease, and passion—are based on our larger human experience and can be
readily embraced.
This is a motivational book and provides challenging stories
and quotes for the reader, but Bell also provides animators— “fifty action
items to turn philosophy into practice and resolve into results.” These encourage the reader to apply the
insights into innovative service in his or her context.
If you are in a church, denominational, or not-for-profit
context, why should you be concerned about innovative customer service? First, treating people humanely is the right
thing to do. Each person deserves acknowledgement,
respect, and attention. Second, providing
such service reminds each of us that what we do is important and should be done
well. Third, surprising people by “going
the second mile” gives delight to the other and reminds us that it is never
just about us.
Kaleidoscope is worth the read and would be a good gift to
others in your organization.
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