Managing Your Business God’s Way

Christian Business Principles - Part II

Dealing with Frustrations

If you are not dealing with frustrations, then you probably have a hobby instead of a business. Frustration comes in all forms, and I want to just touch on four of them: customers, creditors, slow economy, and employees.

I do admit that I have fears that when I come you'll disappoint me and I'll disappoint you, and in frustration with each other everything will fall to pieces—quarrels, jealousy, flaring tempers, taking sides, angry words, vicious rumors, swelled heads, and general bedlam. 2 Corinthians 12:20 (MSG)

Customers

My experience with customers have been come from my eBay business. So my experiences may differ from yours but I believe we can learn a little together.

The time has come to satisfy your customer.

You received payment and sent a receipt of payment email. You package the product, and send it off.

Then it starts, "I didn't receive the item." "This item is not what is described." "It is 2 hours later than you said it would be." blah, blah, blah, blah....

No matter how hard you try, you are going to run into someone who is never satisfied, especially if you live in the United States. We live in a fast food society who has become so dissatisfied with normal processes. Do not believe me - We do not like to wait in line so we wait in a drive-thru. We do not like to buy stamps at the post office, so we buy them online. We do not like going to our mailbox, so we use online banking. We do not like going to a video rental store, so we get instant programming. Should I go on?

This is the mentality of many who buy on eBay or in the local market or from a service of some kind. It is quick and simple and they do not have to deal with crowds in a store. They come to us because we are offering to do everything we can to satisfy their desires. Unfortunately, there is always one who is not satisfied.

For example, I had a customer once, that STARTED YELLING AT ME IN AN EMAIL, two minutes after purchase. Why? Because he wanted a download (even though the link arrived immediately). The download link was received by him. In fact, I sent it three times trying to help guide him through the extremely simple instructions. Finally, he threatened me with negative feedback. And this is where eBay sellers freeze. Oh, no! Not negative feedback!

I sent my difficult customer a simple email that states that I had attempted every way possible to satisfy him. Threatening negative feedback was not a good idea since I had kept very good records of my attempts to contact him and of his abusive treatment towards me in turn. I attached the download, and told him this was final. I haven't heard from him since. Why? I do not know. But I laid it out there. I dealt with him, and now I move on without losing any sleep.

There are ways to protect ourselves from the difficult customer.

1. Keep in contact. For online entrepreneurs, email them immediately, even if it is an automated service. People need to feel reassured that they haven't bought from an online thief. Emails in response to their purchase help to ease a little anxiety.
2. Make sure your listings on eBay or your website sales copy are accurate. Admit mistakes immediately and work diligently to fix the problem.
3. Know your rights and develop guides and policies that help govern your actions toward your customer. In fact, you can go to a free privacy generator and it will develop one for you.
4. Open yourself up to a real returns policy. This is a sure way of adding relief to your customer in purchasing.
5. Be honest about your product. Simple enough to understand.
6. Use emails that require a confirmation of receipt. This saves on a few "I did not hear from so and so".
   

These are just a few of the tactics you can employ in order to possibly avoid problems with a customer. They may be always right, and if they are - you need to change, but if they are not...

Someone once told me that if you do something right for somebody, then they will tell a few people. If you do something wrong to somebody, then they will tell everybody.

Play smart with your business and treat customers like they want to be treated. Usually this is the best way to deal with a difficult person. In fact, the Bible says:

“If your enemies are hungry, feed them. If they are thirsty, give them something to drink. In doing this, you will heap burning coals of shame on their heads.” Don’t let evil conquer you, but conquer evil by doing good.” Romans 12:20-21 (NLT)

Creditors

I am going to add suppliers to this one. I did not work off of credit. I was not that big as a business.

I can imagine that creditors can be a pay in the neck when business is slow. Dealing with them requires humility and tact. Patience is hoped for on their part, but they have to earn a living also.

My concern here is the fact that many business owners operate on credit. I understand that starting a business requires money. For some start-ups, it requires a whole lot of money.

How important is paying back that creditor? I have heard of so many people that leave creditors high and dry after living it up on the money borrowed.

The poor are always ruled over by the rich, so don't borrow and put yourself under their power. Proverbs 22:7 (MSG)

When we borrow, we put our future in the hands of the lender. We enslave ourselves to their rules. Debt is not normal according to Crown Financial Ministries. In fact, you will be very hard pressed to find any positive verses in the Bible about borrowing.

Borrowing should be a rarity, and it should never be for long term.

Fulfill your obligations as a citizen. Pay your taxes, pay your bills, respect your leaders. Don't run up debts, except for the huge debt of love you owe each other. When you love others, you complete what the law has been after all along. Romans 13:7-8 (MSG)

As for suppliers, as I mentioned earlier in this book, biblically we should make a practice of paying vendors and creditors first, then taxes, and finally employees.

By caring for the debts we incur in business, we find we have less to worry about. Frustration can come out of inability. Inability comes from overextending ourselves, not because we cannot do it.

Slow Economy

The economy is a funny thing. No one can predict it. In 2008, who would have guessed that gas prices would be soaring, the housing market would be creeping along, and thousands of people would lose their jobs.

I know too many people who have suffered in this economic slowdown. My neighbor just started a house cleaning business and people have stop spending for services. A friend lost his job 3 months after he entered it. The stories are endless.

As a minister it breaks my heart to see people go through difficult times, especially when I cannot help them. As a minister I also understand that we have a common enemy, the devil, who would rather discourage in moments like these. So I want to encourage people for “such a time as this.”

Be sober, be vigilant; because your adversary the devil walks about like a roaring lion, seeking whom he may devour. Resist him, steadfast in the faith, knowing that the same sufferings are experienced by your brotherhood in the world. But may the God of all grace, who called us to His eternal glory by Christ Jesus, after you have suffered a while, perfect, establish, strengthen, and settle you. To Him be the glory and the dominion forever and ever. Amen. 1 Peter 5:8-11 (NKJV)

Once of the most important reasons for attending church, is for times when we are suffering. One of the failings of today’s modern church is that we pretend we care that others are suffering. Some are afraid that others might find out that they are suffering. Others are unsure of how to help people cope with suffering.

The problem is that we forget that we cannot solve everyone’s problems. We can help people as they go through the problems. I know I have really needed men to open up with during certain stressful periods in my life. I cannot get that online because people cannot see me and my expressions.

We all need that support group that can be there for us. This is why small group ministries are so successful.

Another way of getting this is having a small business person’s support group. I suggest it be gender specific. In fact, gender specific should be the number one rule. It is too easy to fall into temptation when we are struggling. Do not add to the problem by spending too much time with someone of the opposite sex other than your spouse.

Rejoice with those who rejoice, and weep with those who weep. Be of the same mind toward one another. Do not set your mind on high things, but associate with the humble. Do not be wise in your own opinion. Romans 12:15-16 (NKJV)

Take these verses. They provide a good foundation for support:

1. Rejoicing and weeping – Part of a good support group is trusting enough to share your frustrations and trust that people will keep your business confidential
2. The same mind – a good support group should not be formed out of selfishness. It is not for one person.
3. Humility – only through humility do we learn to keep God in the forefront during trying times
4. Your opinion – opinion is one thing, but believing your opinion is God’s gift to mankind is quite another
   

If you are looking for hope as you read this sections let me reiterate this: “may the God of all grace, who called us to His eternal glory by Christ Jesus, after you have suffered a while, perfect, establish, strengthen, and settle you”. Just remember, hope gives us strength to get through a little while.

The generation of World War II is passing away. They are known as the greatest generation. They are known by this because they faced and went through a brutal period in our world’s history. From war to rationing to living through the holocaust, they showed us that suffering, as horrible as it may be, is survivable and conquerable.

Look to now, and see where God is perfecting you. Look to now, and see how God has established you. Look to now, and feel the strength God has given you. Look to right now, and believe that God is settling your request.

General Patton once said, “All men are frightened. The more intelligent they are, the more they are frightened. The courageous man is the man who forces himself, in spite of fear, to carry on.”

Employees

I have had experience with having numerous people put under me as a supervisor (military and business and volunteer). If I ever learned anything about leadership of frustrating people, it is that a leader is an influencer. People respond to how I influence them.

When faced with an employee who has frustrated you, check yourself first. Have you as a leader:

1. Provided purpose for your employee – purpose gives reason. Just as God gives us reason and hope, so we provide that for those under our leadership
2. Provided direction – direction gives priority. Your training methods should instill confidence in your employees
   
3. Provided motivation – motivation gives empowerment. The more you show care for your employees the more loyal they become (this is a lost art)
   

If you have done these three things, then you can begin to look at your employee. One key to remember when facing someone who is causing frustration is to look calm and in control. If you look angry or aggressive, then you are setting up your employee to become defensive and prepared to fight back.

Help your employee feel that they have an open door policy. As a Christian employer, this is critical. Too often employers push productivity over people and lose good people. Don’t lose potential by ignoring the problem!

• Talk about what is happening
• Put things in perspective
• Clear up misunderstandings
• Talk about lessons learned
• Share grief
• Talk about personal worries
• Talk with a chaplain or counselor