Take 38 years of national and local ministry, mix in a year of counter sales at a local bakery,
sprinkle liberally with the welcoming UCC theology, place in the greased loaf pan of Pilgrim Press, bake
in the unique warmth of Rev. Alan Johnson. Voila! An entertaining and enlightening book that should be
required reading for all churches and customer-oriented businesses.
In an interview, Johnson shared the story of Encounters at the Counter: What Congregations Can
Learn About Hospitality from Business, available from the UCC’s printing arm.
How did you come to write this book?
“I needed a job. I had to quit my job as chaplain at Children’s Hospital to go on sabbatical with
my wife (First Congregational Church of Boulder Pastor Martie McMane). Although the work is
emotionally exhausting, hospitals don’t generally offer their chaplains a sabbatical. So, after we got back
from traveling, I found I needed some structure. I was looking though the want ads and saw that a local
bakery was looking for part-time customer service help. I interviewed and got the job.
“While telling Martie some of the interesting stories I had learned during the day, she
encouraged me to write them down, so I kept a notebook in my pocket to capture the exact words. I
would then write out the story longhand and transfer it to the computer. After a year, I had 95 pages of
stories and reflections.
“It was exhilarating. I absolutely loved the six hours I spent there. I didn’t want any more, but I
relished the relationships developed over those six hours. Then we were in Cleveland attending the
memorial service of a dear friend of my wife. I had worked in the National UCC office some years ago
and still knew some of the people there. Kim Sadler, editor of Pilgrim Press, came to me and said, “I
need a book. Something practical.’
“I thought about what churches need to learn that I was learning every week, so I made the
proposal and it was accepted. Knowing how long and hard some authors work to get published, I feel a
little embarrassed by the easy grace with which this book came about.
“It was sheer delight to reflect on all the experiences I’d had, the wonderful texture of the bread
company.”
What do churches need to learn?
“Churches need to have their eyes, ears and heart open to hear the practical manifestations of
hospitality, that is, body language, what they look at, how they interact. If you have your senses
attuned, you can see how customer service is a help or a hindrance.
“Parishioners are not customers. Yet, it is all about relationships, so you need to think about
how to enhance that. Some people are natural hosts; others can be trained. That is what I call the body
of Christ—we all have different gifts. Noticing and affirming is the key.
Did everyone respond positively to your hospitality?
“No, there was one guy who came in almost every day I was there. I never got more than a grunt
no matter how I tried to interact.
So, a gift is only a gift if it is received. I had to learn not to be overwhelming. Not everybody
comes in for what I think they need: human connection. It took me some time to let go of that. The
encounter has to be completely respectful.”
As a pastor, you’ve worked with bread in a much different context. Was it coincidence that you
worked at a bread company here?
“This was, start to finish, a spirit-filled experience. Breaking bread together is –metaphorically
and actually – a profound spiritual experience. The power of the bread board, at this bakery, is that it is
open to everyone. That is the power of the gospel of Christ.
The interesting part is that the bakery – and some churches – slice the bread into easy pieces.
Most connections come through the brokenness of life, not neat squares, “
That is what churches can gain from business—what is the other side of the coin? How to instill
the spirit in business?
“I hope to continue the experience. I would love to have businesses ask me to “teach,” to
discern where the spirit is a vital component. They do not seem to value the human interaction piece –
they need someone like me.
You do not know what the person coming into your store is carrying. Remember Philo of
Alexandria, who said ‘Be kind, for everyone is fighting a great battle.’ To ignore that is a lost opportunity
for the spirit to move and flow.”
What’s next? You are again out of a job.
“I am busier than ever. Many of the stories focus on widening the welcome. We need to
address the welcome to persons living with brain disorders. Welcoming people at church is not just
about greeters and ushers, glad-handing or getting more members. It is the spirit of making sure
everyone has a place at the table.
Most UCC churches have the intention to be inclusive, but they can always expand to include
those who are not there. It is not just about having a ramp. A huge barrier is attitudinal access.
I am working on the Interfaith Network on Mental Illness and am chair of the UCC Mental Illness
Network. In 2005, the Synod passed the Accessibility to All covenant but only 2 or 3 churches have
actually begun the process. First Congregational received the Dell Award for its programs in dealing with
persons suffering from brain disorders or mental illness but we have done just a few things. Even so,
they said we had made the most progress.”