January 1, 2019

This story concerns the church, and it has excellent insight for any business or organization wanting to build or keep a strong relationship with customers, clients, and patients. The question is, does the mindset of “that’s not what we do here,” represent your customer culture? If so, what do you do to correct this lethal problem?

If the Church is to grow, we must correct a significant internal shortcoming. We must drop the idea, “That’s not what we do.” Start with every member greeting everyone—a fellow member, friend, and visitor—before the service; in the Life Group, the narthex, an aisle of the church, pre-worship time, and in the parking lot.

Recently a friend of my told me of her family’s experience while searching for a new church home. She, her husband, and 12-year-old daughter visited several local churches and had this experience. No one introduced themselves or asked if they were visitors.  After asking for directions, someone told them where to go, but no one accompanied them—even Lowes and Home Depot employees walk a customer to the proper store location.

During the service, the pastor asked everyone to stand and shakes hands with the surrounding person. I consider this a copout and a poor example of a “friendly church.” After the service, no one spoke to them, thanked them for attending, no one said, “Hope to see you next Sunday.”

These churches missed an opportunity to build a relationship with a young couple and their daughter. They lost the chance to make sure the family knew Jesus. Before you miss another chance, make sure all members understand the priority of relationship building, and anyone who has the slightest chance of encountering a “visitor” starts the relationship building.

In saying, “That’s not what we do here,” these churches didn’t step outside the box and so missed out on new members, new tithers, new workers, and the blessed opportunity to help mold a young girl’s Christian life.

We must focus on problems we can solve. The problem is no one cared. When we love one another as Christ loves us, the problem disappears.