BenBella Books has recently published an interesting book called Your Company Sucks by Mark Stevens. The title is straightforward and so is Stevens. I love how they are promoting the book stating, “It’s every businessperson’s nightmare: his or her company is failing, dysfunctional, stuck in neutral, and is disappointing overall, from the finances to the customer feedback.”
As I read the description I thought about how many churches are facing the same issues.  Pastors and church leaders could learn a lot by reading this book.
Stevens provides “Six Ways To Thrill Your Customers”.
- Give Them An Experience They Would Never Expect – Is the Sunday experience always the same? Is it two songs, announcements, last song, offering, sermon with three points, and a closing song every single week? Is it always the same type of music? Are the small groups or Sunday Schools always the same? If so, your church is thinking “Blah, blah, blah.”
- When Customers Ask For Service Or Sales Outside Of Business Hours, Tell Them, “It Is Always Business Hours For You.” – People are your work as a church staff member! Are their emails and voice messages returned daily? Does the staff stand around while the volunteers do the heavy lifting? Does the staff seem excited to see people on Sunday? Loyalty to the staff and church is developed when the church knows you care about them.
- Find Out Their Passions In Life And Cater To Them – Family, Children, Marriage, Sex, and Money. Preach and teach on these five topics often as these are the topics your church members most likely care most deeply about.
- Reinvent Your Industry’s Model – No one likes change but a baby. However, people like irrelevance even less. Don’t be subtle about change but make sure it’s compelling. Be innovative! Be creative! Be daring! Target your ministries to young people, not middle-aged or senior adults.  Young people bring energy and ensure a church’s future. And then….
- Let The “Dangerous Minds” Loose To Act And Make Waves – Mavericks are a great gift to a church. They are your church’s R&D Department. Don’t be afraid to make mistakes. Learn to laugh at yourself and say, “Well, at least we tried.” And most importantly, have fun!
- Appoint A Chief Customer Officer (CCO) –  Stevens views this individual as the one who gives the customer a voice at the Executive level. He adds, “For companies that live by the rule of thrill, the CCO should be at the top of the corporate hierarchy, reporting to the CEO, but with a dotted line responsibility to the Board as well.”Â
Instead of a COO, I suggest you create a position called Leadership Pastor. This individual would be responsible for volunteers, training, recruitment, financial leaders, working with the staff and Board, and ensuring the person who is merely sitting in a chair on a weekly basis has their voice heard and is eventually engaged in the “thrill of your church.”Â
If you are interested in hearing more about the Leadership Pastor position, its responsibilities, and how to structure it, send me a note with your contact information and I will discuss its advantages with you.
If your church has lost momentum, try these six suggestions and watch lives begin to be changed for eternity.
For more information on church momentum, enjoy these resources:
- Southern Baptist Churches In Decline! But Why?
- The 10 Last Words Of A Dying Church
- 17 Signs Of A Fast Growing Church
- 13 Signs People Are Excited To Attend Your Church Service
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