It's not what I have[.] It's what I have to give. A blog about resources--gaining, giving, and sharing.

23 May 2011

Matthew 8:5-7 – The Value of Now and the Value it Instills

6:38 AM Posted by steve flores , 1 comment
A few years back I had the privilege of attending a Ritz Carlton’s Legendary Service Training.  One thing that made an indelible impact was the priority placed on now.  When checking in, if a customer walked up to the counter and no one is behind the counter but a bellhop, it is the bellhop’s responsibility to meet that customer’s needs.  No waiting.  No, “Hold on.”  No, “I’m sorry. I don’t know how to work the desk.”  Whichever associate is around, quickly moves to assist.  They own it, now.  From the top of the organization to the bottom, they practice now.  And it’s the now, that creates the, “wow!”  They specialize in creating “wow” moments and I put it to the test.

I’ve heard Ritz never points to where something is, but leave their post to walk you over to the location.  So, as soon as I arrived, I asked the concierge where the restroom was.  Sure enough, she left the counter and walked me right to it.  The people I was with asked a housekeeper, who was down the hall in another room, how to adjust the AC in their room.  The housekeeper stopped what she was doing, walked to their room, and took care of it, now.  We were wowed!

I bet that’s how the centurion felt in Matthew 8:5-7, “When [Jesus] entered Capernaum, a centurion came forward to him, appealing to him, ‘Lord, my servant is lying paralyzed at home, suffering terribly.’ And he said to him, ‘I will come and heal him.’” What a response! 

Last week, I picked up pictures from Walgreens.  There was maybe one more customer in the store besides me; it was pretty early.  As I walked up to the photo center counter, I saw the manager training an associate how to use correct envelopes and explaining specific buttons on the register.  I know this because, as he saw me walking up, he avoided my eyes and continued training.  I stood quietly for about 15 seconds.  Then he engaged me, “We’ll be right with you, sir.”   Again, I waited—this time for about a minute and a half.  I continued to listen.  When he finally assisted me, my total transaction time was 30 seconds.  Obviously, I wasn’t wowed.   Actually, I felt bothersome, inappropriate, and inconvenient.  In that moment, he communicated a statement, “I value what I’m doing more than you.”

Jesus conveyed tremendous value to the centurion by listening and committing to do something, now.  We learn from Jesus’ exchange the importance of now.  Look at someone in the eyes—stop looking over their shoulder.  Are they asking you to pray for them?  Why not pray now?  At Ritz-Carlton, I felt valued by now.  Not so valued at Walgreens.  I’m sure I’m not the only one who will feel valued by now.