Tag Archive - customer

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Top Posts of 2018 #1 “Why People Don’t Invite their Friends to Your Church”

Welp, here it is…you made this the most read and most shared post on my blog in 2018. Thank you for going along on this countdown, and thank you for engaging with me through the content here at Helping Churches Make Vision Real! If you missed out on the countdown, no worries, I’ll post them all in one succinct list for you in a week or so.

There are a lot of reasons people go and check out a church for the first time. Maybe someone they know gets married and they go to celebrate their wedding or someone they know passes away and they go for the funeral. It may be that they already go to church on a regular basis and they move to a new area and are looking for a new church, or they decide to leave their old church for any number of reasons and are trying to find a new one. It may be that they saw some clever marketing from your church and decided to try it out or there is some crisis going on in their life and they think they might find some answers at church. Like I said, there are a lot of reasons people check out a church for the first time.

For all of those possibilities, the number one reason people attend a church for the first time is still because a friend personally invites them.

If your church is serious about growing and reaching new people you’ve got to figure out what is keeping people from inviting their friends. While many church leaders blame their people for not inviting their friends because they’re not “spiritually mature enough” or don’t have a “deep burden” for the lost I’d suggest it may be less complicated than that. It may be your fault.

#1 Quality Matters…a lot

I know churches don’t like to talk about this but it’s an unavoidable truth if you really want to reach and introduce new people to Jesus. I’ve been in too many churches whose facilities have not been maintained, they’re fresh out of 1978 and it’s not on par with other public space in their community. I’ve seen too many churches with someone leading worship on stage that just can’t sing. I’ve also been to too many churches who claim to be friendly but if you’re not an insider no one ever talks to you. I don’t think any of those churches intended to push away guests, but they did. Where did we get this idea that intent supersedes experience? I think we’ve misread the Scriptures that teach us that while man looks on the outside that God looks on the heart. The fact that God looks at the heart should challenge us and the fact that man looks on the outside should also challenge us! I don’t think that scripture in particular is a judgement statement in so much as it is a simple observation and fact. I could go on, but I think you get my point.

Question: Is what we are offering our guests quality? Are people not inviting their friends because they’re embarrassed to? How could we do less but do it with greater quality?

#2 New People bring New People

In John chapter 4 an entire village of people meets Jesus. Not because a missionary or pastor went to them or someone went through an evangelism training course but because of a simple invitation. A woman who had known Jesus for all of a couple of minutes invited everyone she knew to meet Him too. She was “new to Jesus.” New to Jesus people don’t need to be sequestered from their friends who don’t know Jesus and placed into some training program and then “sent” back out. They need to be encouraged to simply invite their friend to Jesus. Most people in our churches who have been around Jesus the longest invite the fewest people to Him (seems a little wrong if you ask me…but what do I know). This usually happens because over time they hang out with less and less people who are unfamiliar with Jesus. They wake up one day and all of their friends are Christians.

Question: Do we have new people at our church, and are we investing more in new people or in people who have been around for a while?

#3 Guest Comfort Level

Now I’m getting really shallow. I know. But like it or not if guests aren’t comfortable they aren’t going to be a lot of them at your church. There are a lot of things that can make a guest feel uncomfortable at your church. I’ve been to churches that don’t ever mention guests in their services. I’ve been to some churches that had really poor signage and I had no idea how to navigate the facility. I’ve been to churches that ask guests to remain seated during the service so regular attenders can come say hello (yea, there is no way I’m doing that). I’ve been to churches that tell people if they want to get into a small group to go see Cindi and I’ve thought to myself, “Who’s Cindi and where am I supposed to meet her if I want to get into a Small Group?” Churches are notorious for making outsiders feel like, well…outsiders. And then they wonder why guests don’t come back.

Question: What insider behaviors and language do we use that makes it difficult for outsiders to gain access to Jesus?

#4 Fun

Now I’ve probably finally gone off the deep end with this one. But if your church isn’t fun, if people don’t laugh, they simply aren’t going to invite their friends. No one invites their friends to stuff that isn’t fun. If kids don’t have a good experience at your church, you might be doing it wrong. If people don’t laugh at some point you might be doing it wrong. Jesus was actually really funny by the way. Jim Rayburn the founder of Young Life said, ”It’s a sin to bore a kid.” If that’s true then a lot of our churches might be in risk of sinning. Hmmmm… (yes I said people may not invite their friends to your church because it’s boring)

Question: Do people have fun when they come to our church? What can we do to help church be a fun experience?

If you’re a courageous church leader it may be worth your time to get your Sr. Leadership Team together to discuss where in your community people invite their friends to go with them to. Seriously, make a real list on a white board or something. Then make another list of all the reasons people invite their friends to go there with them. Then finally compare that to your church…you may be onto something at that point.


Posted in Leadership

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Top Posts of 2016 #7 “How to Keep Easter Guests Coming Back”

I wrote this post right before Easter 2016 and it struck a cord. Apparently a lot of churches are trying to figure out how to get guests to come back after they come for the first time. This post came in at #7 this year.

In a couple of days churches all across the country are going to be hosting guests at their Easter services, hoping they say yes to following Jesus, and hoping that they come back the next week and get connected in the life of their church. I hope that happens too. But hope is not a strategy.

Here’s a couple of ideas that should help you develop a strategy to keep those guests coming back well after Easter.

1. Help Guests Self-Identify

Instead of head hunting for guests, create simple ways for guests to let you know that they are there. Guest parking, children’s check-in, a physical guest services location, and a communication card located in your church program or bulletin are all simple ways to create avenues for guests to let you know they are there, when they’re ready to let you know.

2. Don’t Spam People

Please don’t show up on people’s doorstep or bombard them with multiple emails and letters the week following Easter. Many of the companies out there that are the best at guest services don’t overtly pursue guests. Rather they are available to guests and their needs when their guests engage them and express a need.

3. Make the Next Step Easy

People come to church on Easter for all kinds of reasons, but they’ll stay at a church because of relationships and responsibility. What is the one, clear, simple, and easy step you want all of your guests to take…and why should they take it? How are you going to get guests quickly and easily connected to relationships and responsibility at your church?

4. The More Personal the Better

Instead of sending the same generic follow up letter to everyone make it personal. If guests are giving you personal information such as their name and the names of their children, and if someone is personally greeting them and hosting them then reach out to them in the same personal manner. Why not have the person that greeted them and hosted them write a hand-written card thanking them for being a guest at your church and that they’re looking forward to seeing them again next week.


Posted in Leadership, Spiritual Formation

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Should your Church Spend more Energy Reaching or Keeping People?

It’s commonly said that you can tell if a church is insider-focused or outsider-focused by how they make decisions. Do they make decisions based on whom they’re trying to keep or whom they’re trying to reach? Oh, if it were only that simple.

Churches that Reach

  • Jesus started this movement called the Church with one simple mission, to reach outsiders.
  • Some churches become so focused on this mission that they’ll do anything short of sin to reach outsiders. Unfortunately this often involves ignoring insiders (people who have already said yes to Jesus)…which might be sin.
  • The challenge most outsider-focused churches have is helping people who say yes to following Jesus take their next steps with Him (discipleship).

Churches that Keep

  • It’s also clear through the teachings of Jesus that knowing and following God is relational by it’s very nature and can not be done well alone. This is why He said that His followers would be known by the quality of their relationships (love).
  • Some churches become so focused on the “one another’s” of Scripture that they don’t make room for outsiders. They frequently become so comfortable that they’re unwilling to change to reach people. That’s the exact opposite of the definition of maturity that so many insider-focused churches cling to.
  • The challenge most insider-focused churches have is helping people actually say yes to Jesus (evangelism).

I recently heard Dr. Kara Powell who serves as the Executive Director of the Fuller Youth Institute say, “Balance is something we swing through on the way to the other extreme.”

Great church leaders don’t try to balance reaching people and keeping people. They’re willing to live in the tension that the call of the Church is to reach outsiders and impact insiders. They don’t see these as two opposing forces rather complimentary ideas that fuel the movement of the church. It’s not one or the other…it’s both and.


Posted in Spiritual Formation

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Leadership Summit 2016: Horst Schulze

CEO of the Capella Hotel Group and the Founding President of the Ritz Carlton, Horst Schulze was back at Leadership Summit talking about putting the customer first.

  • There is confusion about the difference between leadership and management
  • To be successful in business you have to be more sufficient to the market you serve than your competition, but to do that you have to know what your customer wants. You also have to be more efficient than your competition.
  • The Customer wants:
    1. No defect in the product
    2. Timely delivery
    3. To be treated well
  • It doesn’t matter what kind of store or product you have, if you deliver great hospitality you will win, because you are showing people that they matter.
  • This is accomplished by great leaders who have great management skills
  • Mass production led to the rise of management skills
  • Managers think…employees do
  • Management should manage process and products
  • Leadership cares and involves people
  • Leadership align people and take people to a destination
  • Don’t hire people for functions, hire them to be a part of thought, a purpose, or a dream and they have to know what that is on the first day.
  • Human beings cannot relate to orders and directions they relate to motive and objectives
  • Giving people more than they want isn’t efficient
  • There are 56,000 mistakes in 1 mill transactions of the average business
  • Efficiency is not cutting costs. Efficiency is cutting unnecessary work.
  • Removing defects is the greatest opportunity for efficiency

Posted in Leadership

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Leadership Summit 2015: Horst Schulze

If you missed the Willow Creek Global Leadership Summit this year, no worries I’ve got you covered. I’ll be posting my notes and thoughts from each presenter over the next couple of days.

Horst Schulze, the Chairman and CEO of the Capella Hotel Group and Founding President and former COO of the Ritz Carlton began day-2 at the Summit and did an incredible job of challenging leaders to inspire customer loyalty by raising the bar on customer service. I was particularly intrigued by the connection he made between customer service and the life of Jesus.

  • “We are ladies & gentlemen serving ladies & gentlemen”
  • As a young man in the hotel industry I noticed that the matre de didn’t come to work to work but to be excellent at caring for the people around him.
  • Caring for people is service.
  • What industry isn’t in the service industry?
  • Love your neighbor as yourself – Jesus was the ultimate leader of the service industry.

All great businesses:

  1. Keep the customer & create customer loyalty
    • Dissatisfied customers are terrorists against your business
    • Satisfied customers, they’re neutral, they’ll go somewhere else if there is an incentive to do so
    • Loyal customers are your fans
  2. Get as much money from the customer as they can
  3. Work on their efficiencies: deliver the best you can by spending less than your competitors

Keeping the customer / customer loyalty

  • Customer loyalty = you have developed trust with the customer
  • You develop trust by giving the customer what the customer wants
  • People want you to deliver 3 things
    1. The product needs to work (this is a subconscious)
    2. Timeliness (prompt)
    3. People to be nice to you (service)
  • It isn’t different in your business
  • The #1 driver is customer satisfaction and then customer loyalty is being nice to the customer
  • Service starts & ends somewhere
  • It starts the instant you make contact
  • The first 10 seconds of contact are essential
    • Within 12 feet you look at them and say “welcome”
    • Complying to their wishes / needs
    • You say good bye
  • Individual attention:
    • Call them by name
  • Loyalty is the product fantastic customer service
  • Serve your employees to lead them to excellence and demand it
  • If the employee is not doing a good job they may not be able to help it but you were the dummy that hired them, what is wrong with your hiring process?
  • Processes:
    1. Hiring: We don’t hire people, we select people. We have built a profile and select one and it usually includes caring.
    2. Orientation: Orient them to the new organization. Your job is important, if you don’t wash the dishes it’s a disaster…if the CEO doesn’t come to work no one will know. Orient to our heart, future, why, culture, how they benefit from working here, etc.
  • “Leaders forfeit the right to make excuses”
  • Don’t hire people to fulfill a function but to fulfill a dream
  • People want to work in an environment of belonging and purpose
  • If you get a problem you own it
  • Come to work, not to work, come to work to be a part of a purpose
  • Service…loving your neighbor as yourself is what differentiates you

Posted in Leadership
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