Several months ago Patti and I were having dinner with some dear friends in Franklin. During our meal, I noticed my friend was wearing a pair of great looking boots. I commented on how good they looked and asked about their comfort. Come to find out these were not just any boots. They were custom fitted and hand made. He asked me if I had ever worn boots to which I replied I had not. My friend then said he would like to buy me a pair of custom made boots, but I would have to go to Dallas in order to be fitted. (When I found out what a pair of boots, especially custom boots cost I was first, blown away, and second, most grateful for a friend willing to give me that kind of a gift). Well, that was months ago and, honestly, I had forgotten all about it until I had to make a trip to Dallas this week. I called my friend back home to make sure he still wanted to do this, get the name of the boot maker and then made an appointment for a fitting. Now let me just say that today I learned more about about boots than I ever knew was possible .

But I also learned a valuable life lesson about taking care of people. From the moment I walked in the door of M.L. Leddy’s (boot maker), I was made to feel like the most important person in Ft. Worth. The service went beyond friendly; it was extraordinary! First, there were introductions by name of everyone who had a part in the process. The lady up front walked me to the fitting room and introduced me to Raz, who would, for the next 90 minutes, measure my feet about every way you could measure a foot. He traced my feet into the pages of an old-fashioned bank ledger and assigned me a page andbook number where all my measurements are recorded forever. I joined the ranks of 250,000 customers that have included presidents, rock stars and royalty since 1922.

It was the kind of experience that their website promised, “a welcomed respite from the world’s hurried and impersonal pace.” Conversation was like friends getting together for lunch, lots of fun, lots of laughter. Attention to detail was unbelievable to the adjustment of the arch support  in the left boot by 1/16th of an inch. Raz had me to try on more than a dozen pairs of boots in order to keep tweaking to make sure I got just the perfect fit. Now keep in mind that my boots won’t be ready for another 10 months!

When we were finished, I walked out the door almost laughing about the whole experience. Wow! While most people in our society over promise and under deliver, I had just had the service experience of a lifetime (I called my very gracious friend back home just to thank him for the experience)!

As I have thought about this experience all day, it has really made me think about our “customer service” at TPC. Do we make people feel that we really appreciate their presence? When they leave our service do they feel like their investment of time was worth it? Did we over promise and under deliver or did we provide the kind of experience we advertise? I want to go home and take a fresh look at the details of how we do ministry. I want every person who walks in our doors to have the best experience that we can humanly provide. I have a new determination to “Give ‘Em the Boot.

P.S. I am looking forward to receiving and wearing my new boots almost as much as I enjoyed visiting the great folks at M.L. Leddy’s.

March 27 What A Day!

Let me explain:

Future President Thomas Jefferson is elected to the second Continental Congress on this day in 1775.

Kiichiro Toyoda, founder of the Toyota Motor Corporation, which in 2008 surpassed America’s General Motors as the world’s largest automaker, dies at the age of 57 in Japan on this day in 1952.

President Lincoln meets with Ulysses S. Grant and William T. Sherman at City Point, Virginia, to plot the last stages of the war on this day in 1865.

On this day in 1977, two 747 jumbo jets crash into each other on the runway at an airport in the Canary Islands, killing 582 passengers and crew members.

In Washington, D.C., Helen Taft, wife of President William Taft, and the Viscountess Chinda, wife of the Japanese ambassador, plant two Yoshina cherry trees on the northern bank of the Potomac River, near the Jefferson Memorial on this day in 1912.

On March 27, 1958, Soviet First Secretary Nikita Khrushchev replaces Nicolay Bulganin as Soviet premier, becoming the first leader since Joseph Stalin to simultaneously hold the USSR’s two top offices.

On this day in 1973, the actor Marlon Brando declines the Academy Award for Best Actor for his career-reviving performance in The Godfather.

On this day in 1998, the Food and Drug Administration (FDA) approves use of the drug Viagra, an oral medication that treats impotence.

On this day in 1939 March Madness begins as The University of Oregon defeats the Ohio State University 46–33, to win the first-ever NCAA men’s basketball tournament.

BUT the most important thing that took place on this day, March 27, took place in 1990, when a little girl by the name of Olena Murgyn was born in a little village outside of Vinnytsia, Ukraine. Our family would not meet her until she was eight years old, but once we did, we were never the same again. Today, March 27, 2011, she turns 21.

Happy Birthday Olena Hope White! There are not enough words in all the languages of the world to say how much we love you. We knew when we adopted you and brought you to America that your life would change; however we never realized just how much our lives would be changed by your presence.

HOPE, the very name you chose for yourself has brought hope to countless numbers of people. You have taught us something about the love of God and the importance of family since day one. Truly you were a defining moment in our lives. It is hard to believe that little girl we brought home to America in 2000 has become the beautiful young woman that you are today. Your heart of grace and compassion is the only thing more beautiful than your physical appearance.

On this very special day your entire family joins me in hoping and praying for you the very best that God has to offer. Your life has impacted more people than you will ever know. You really do offer hope to everyone you meet.

Now you are an adult, and you will be making your own decisions in life. I encourage you to do this one thing:

Proverbs 3:5–6 (NLT) ⁵ Trust in the Lord with all your heart; do not depend on your own understanding. ⁶ Seek his will in all you do, and he will show you which path to take.

Happy Birthday young lady, be blessed, we love you!

Mom and Dad

This afternoon I left the office to catch a 5:30 flight to Chicago. Travel being what it is today things did not go as scheduled. Having been at the airport since about 4 p.m. my flight finally left for Chicago about 8 p.m. I was scheduled to have dinner with a friend at 8 p.m. in Chicago, so I obviously missed that opportunity. But I really believe there was another appointment that God had for me.

As I took my seat in 6A and we were about ready to take off, I looked across the aisle to the young woman who was seated in 6B. Tears were streaming from her eyes. I leaned across the aisle and asked her if she was alright, which she obviously was not. She wiped her tears and told me she was flying home to be with her family. Her father had died two days ago. She explained how their family had found out on Valentine’s Day that he had cancer and the doctors thought he would live for about a year. That was not the case, and this young woman seated in 6B was seated in the dimly lit cabin, all alone, mourning her father’s death.

I assured her of God’s love for her family and assured her of my prayer support over the next few days. I shared the promises of the Psalmist when he said, “the Lord is close to the broken-hearted and rescues those who are crushed in spirit.” She said she was going to remember to share that with her older sister who was picking her up at the airport for the drive to their home.

As we landed I asked if it would be alright to pray together before we left the plane. She was more than willing and thanked me repeatedly for offering some comfort.

As it turns out her flight was originally scheduled for 8:10 p.m., but it was canceled before she ever got to the airport and no one let her know. Our delayed 5:30 flight which did not leave until 8 was her only opportunity to get to her family tonight. I am so glad that we were delayed. I am so glad that her grief was not multiplied even more by a canceled flight. I am thankful that she is with her mom and sisters tonight, together, as it should be. I am so thankful to have been seated across the aisle in 6A. Would you join me and pray for Liz, the woman in 6B. She needs the grace that only our God can provide.