Lectern is a misunderstood word. It is what the preacher stands behind to deliver a sermon. And, it is too often mislabeled a podium…which is a raised platform or dais on which a lectern is often placed. Lecterns play diverse roles in the performance world.
I was attending a community gathering at the performing arts auditorium in the center of town. The CEO of a local company used the lectern to welcome everyone. A minister used it to give an opening prayer. Two young people used it to hide their obvious nervousness as they sang a short duet. The Chamber president used it to drape a banner as he made announcements about an upcoming fund raiser. Then, it was moved to the side of the stage where it was used to brace a spotlight for the performance we were all there to enjoy.
Customer service can be a lectern to help get service to your customers. But, if your customers viewed your service as a lectern, how would they judge its role in getting to them their needs? Is it invisible, a prop, a way to hide things, or a vital centerpiece warranting a prominent place on your podium of support?