+ SquanLife

Constantly Freshen Your Hugging Culture

You always need something new – core services aren’t enough, people want that buzz of the new.  Hugs can get stale if they’re always the same.

Don’t be handicapped by experience - don’t be afraid to try something new just because you’ve been doing something one way forever.  Learn to think outside the box while working in the box.

Share your best ideas - form a group with other organizations and swap new ideas with them; everyone wins.

Raise the bar - either you raise your goals every year or you’ll slip (a 10 today is an 8 next year); raising the bar must be organization wide, and people must do it at their own pace.

(These concepts are adopted from business marketing ideas in a book by Jack Mitchell called “Hug Your Customers.”  Jack teaches the importance of embracing customers in meaningful ways in order to earn their business.  How much more important it is for us to have an embracing culture in the church where people need to be shown the love of God.)

What to Do When You Mess UP

Mistakes are challenges and opportunities, not problems – out of mistakes, heroics can occur.  People always remember when you foul up, but what they remember best of all is what you did to fix or correct it.

Follow the five-step mistake solver - recognize it, admit it, own it, apologize, fix it.  That’s the way you  give a hug.

No one is to blame - don’t punish someone for making a mistake, but work out a way for it not to happen again so that everyone feels good.

Don’t commit the same mistake twice – enough is enough. Track mistakes so people don’t suffer the same indignity more than once.

If something doesn’t work, end it - sometimes the best way to deal with a organizational mistake is to abandon the practice altogether.

Ask members how you’re doing - the only way to find out how our programs are working is to ask, so listen and learn.

(These concepts are adopted from business marketing ideas in a book by Jack Mitchell called “Hug Your Customers.”  Jack teaches the importance of embracing customers in meaningful ways in order to earn their business.  How much more important it is for us to have an embracing culture in the church where people need to be shown the love of God.)

Have an Economic Model

Hugging produces positive financial benefits – you attract the best staff, you provide the best programs and the resources follow.

Have a formula -  show everyone that  hugging and raising money intersect, and the cornerstone must be that you only spend money if it touches people.

Everyone must breathe “the Formula” for it to work -  and that particularly goes for the bean counters.  The mission must always remain the mission.

Integrity must encompass everything you do -  this especially applies to finances, and is more important than ever.

(These concepts are adopted from business marketing ideas in a book by Jack Mitchell called “Hug Your Customers.”  Jack teaches the importance of embracing customers in meaningful ways in order to earn their business.  How much more important it is for us to have an embracing culture in the church where people need to be shown the love of God.)

It’s about Hugging with a Passion

Think of Sunday as big “care” day – and all leadership must be completely committed to meeting the needs of people on Sunday morning.

The Three P’s –you must plan, prepare and practice before you play the game, and that’s what leads to a win.  This includes giving your leaders a Play Book with the latest information about people they should reach out to.

Everyone on the field – on Game Day, everyone forgoes their normal workload and focuses on people.

Pay attention to your playing field -  the facilities, particularly the sanctuary is where our game is played, so make sure it looks good and everything is convenient for everybody.

Be a mirror -  reflect the needs of your community in what you offer.

Visit other territory- Go see other churches and explore what they are doing.

Execute a small number of great plays well to win – two won’t do it, and a hundred is too many to learn, but a small nucleus of ten to twenty plays will allow you to win.

Consistency  counts – it’s what trust is based on.

Know the score – it’s essential to constantly track and measure your attendance and giving records to know how you are doing.

(These concepts are adopted from business marketing ideas in a book by Jack Mitchell called “Hug Your Customers.”  Jack teaches the importance of embracing customers in meaningful ways in order to earn their business.  How much more important it is for us to have an embracing culture in the church where people need to be shown the love of God.)

You Can’t Serve Effectively Without Technology

Technology must support hugging – technology is the backbone of any great organization today, and it should be designed to help you understand your members and friends and their needs.  Many times organizations must adapt. Spend a little more and get a system that works for you.  It must be simple, everyone should have access to it, and everyone, including the CEO, should endorse the system and be able to use it.

Layer in people data first -  most systems focus on financial issues and often ignore the people data.  The people data is sacrosanct.  Use it, but never share it outside confidential circles.

Use the data - most businesses gather data, but don’t know how to use it.  Use it to anticipate needs and track movement in the relationship..

Technology allows you to control your program – you don’t want to be doing things that aren’t working.

Climb the pyramid -  when you seek large gifts, do so without ever forgetting the base.

One-on-one contact – technology enables you to personalize your contact efforts and accomplish true one-on-one of relationships.

Drop a line – to further the relationship, use your technology to write personalized letters and track the letters you write.

(These concepts are adopted from business marketing ideas in a book by Jack Mitchell called “Hug Your Customers.”  Jack teaches the importance of embracing customers in meaningful ways in order to earn their business.  How much more important it is for us to have an embracing culture in the church where people need to be shown the love of God.)

How to Hire & Recruit Leaders

People/Service/Programs – service must come before program, but the great people who work for you come first, because you don’t give service in a vacuum.

Four qualities make a great worker – they must be competent and confident, they must have a positive attitude, and they must have a passion to listen, learn and grow to be their best.  Finally, integrity in the broadest sense, must run through all of these attributes.

Enable, don’t  just empower leaders – hugging works best when people have great latitude to do whatever it takes within boundaries, but they are expected to seek guidance when they’re unsure of themselves or need coaching to grow.

Cooperation versus competition – if workers don’t build positive and personal relationships with one another, the organization can become dysfunctional.

Educate, don’t train  - workers must learn to place the members first, engage with warmth, use common sense, and embrace the Three E’s.  When you combine Energy + Enthusiasm + Execution, you achieve Excellence.

Care of your workers -  you can’t expect workers to hug members if you don’t show you care for them: Pay them well, give them a life, know their hot buttons, and surprise them with perks that are special for them.

(These concepts are adopted from business marketing ideas in a book by Jack Mitchell called “Hug Your Customers.”  Jack teaches the importance of embracing customers in meaningful ways in order to earn their business.  How much more important it is for us to have an embracing culture in the church where people need to be shown the love of God.)

Evolving a Hugging Organization

You have to like people – you can’t evolve a hugging church if all in leadership don’t genuinely like people.  The personality of our leaders becomes the character of the church.

It’s not location, location, location – if you cultivate a hugging culture, you don’t need the best location in town or enormous programs.  You need care, care, care.

The three rules of expansion – as you grow, you have to give people responsibility and authority.  You can’t build a bureaucratic mountain, and you must not forget the principles on which the church was founded.

Cultivate Number 1 -  If the top executive in a company becomes a member, others will follow.  It’s the power of No. 1.  (In the Bible this is the “oikos” or household” principle seen in the book of Acts)

You have to hug your way over bumps – bad times hit all organizations, and when they do, you can’t cut back things that will be noticed.

A good way to grow is by broadening your scope not just reaching out to new people – focus on servicing your existing members better, so you meet more of their needs.

(These concepts are adopted from business marketing ideas in a book by Jack Mitchell called “Hug Your Customers.”  Jack teaches the importance of embracing customers in meaningful ways in order to earn their business.  How much more important it is for us to have an embracing culture in the church where people need to be shown the love of God.)

The Principles of Passionate Care

Huggers relate with passion so they develop long-term personal and loyal relationships – this means seeing, listening and caring about others, and treating them as your friend.

You have to develop extremely satisfied members – in the new landscape, it’s no longer enough to have merely satisfied members.

People-centric organizations are the best huggers – that’s because they’re always thinking about hugs; everyone, from top to bottom, focuses first on the people, the center of the universe.  Everyone hugs.

A hug is anything that exceeds expectations – it’s a mindset.  There is no one way hug; it can be a smile, a high five, a kind word, a name remembered.

Everyone hug on Sunday– this is a Golden Principle, because it puts everyone’s focus on people they see and touch.

Church should feel like a warm home – people should be addressed by first names, there should be coffee and snacks, and there should always be something special for kids.

Know everything about your members- you need to truly understand them and learn all you can about them, including the name of a parrot; you listen, you learn, you hug.

Offer services common in other churches but more – that way members feel as if they’re being treated special.

Think outside the box – take on adventures.  In a hugging culture, you need to think imaginatively.

When you hug often enough, people will hug back – that tells you that your hugs worked and a true relationship has blossomed and trust is building.

(These concepts are adopted from business marketing ideas in a book by Jack Mitchell called “Hug Your Customers.”  Jack teaches the importance of embracing customers in meaningful ways in order to earn their business.  How much more important it is for us to have an embracing culture in the church where people need to be shown the love of God.)

Seven Habits of Highly EFFECTIVE Churches

A few days ago, I shared Anthony Robinson’s Seven Habits of Highly INEFFECTIVE Churches.  Here’s his:

Seven Habits of Highly EFFECTIVE Churches

1. Strive for excellence in service to Christ.
   Effective churches are churches where people enjoy what they’re doing and do it well. Give God your best whether in the care of church grounds, the soup you prepare for the homeless shelter dinner, or the hymns and anthems you sing in worship.
2. Cultivate a spirit of innovation and experimentation.
   Make the “seven last words of the church,”—that is, “We’ve never done it that way before”—a distant memory. Be open to new ideas that advance your mission. Free people to develop and try new ministries. Just remember, if you’re not failing at something, you’re probably not trying anything.
3. Take the initiative to build relationships with people and groups in the wider community beyond your congregation.
   Refuse to be isolated. Take to the streets, the coffee shops, libraries, and parks of your community. Be curious about what’s going on. Get involved in community events. Meet people. Introduce yourself as a member of the church. Invite people to “come and see.”
4. Accept responsibility for mistakes, learn from them, and in all things let grace abound.
   Christians aren’t perfect; they are forgiven. So making mistakes is not the worst thing that can happen. Beside, we often learn the most from our failures. In the end, and in the beginning, it is about God’s grace, not our achievements. Cut others some slack. While you’re at it, cut yourself some too.
5. “Always be prepared to give an account of the hope that is within you.” (1 Peter 3:15)
   Look for where the love, energy, and life are flowing and focus on that. And recognize excuses for what they are: a sign of insufficient commitment. Be people of hope, trusting in God to find a way even when we can’t.
6. Be willing to let people go in order to stay focused on your core mission.
   It is more important for your church to be clear and steady about its core mission than it is to make everyone happy. Some people may be better off in another congregation. When folks are unhappy, connect, talk, and pray with them. If things remain stuck, let them go with your blessing, giving priority to your mission.
7. Splash it on!
   A hospice nurse told the story of bringing an elderly woman home for the final days of her life. Noticing a large bottle of perfume on the woman’s dresser, the nurse asked, “Would you like me to dab a bit of that behind your ears?” “Honey,” said the woman to the nurse, “why don’t you just splash it on?” God loves cheerful givers. So spend money wisely, well, and freely in God’s cause.

Seven Habits of Highly INEFFECTIVE Churches

Many have been influenced by Stephen Covey’s book called Seven Habits of Highly Effective People.  Anthony B. Robinson has come up with a twist on this title in an article called Seven Habits of Highly INEFFECTIVE Churches.  As I read his piece, I reflect on the Christian thinker, Annie Dillard.  Somewhere she makes the observation that quite possibly the greatest indication of God’s grace in the world is the continued existence of the church!  Robinson’s tongue in cheek assessment echoes her thought.  As I’ve read this list I see signs that God has indeed been gracious and also find a few suggestions for improvement and growth.  Tell me what you think:

Seven Habits of Highly Ineffective Churches

1. Elevate mediocrity to a spiritual discipline.
   Figure out where average falls and aim below there. Doing things with excellence, joy, and flair may make someone uncomfortable. God doesn’t really expect much anyhow.
2. Take no risks.
   A successful practice of risk avoidance is often best achieved by sending any and all new ideas to a minimum of four boards or committees who understand that it is their role to say “no” to new ideas for their review and approval. This process may need to be reinforced by remarks noting how a particular idea might make the church liable, cost money, or ruffle feathers.
3. Practice the following evangelism strategy: “If they want us, they know where to find us.”
   Assume that everyone does know where you are and what you are. It can also be helpful if your building looks like a medieval fortress. If you don’t have that going for you, encourage your ushers and greeters to look like palace guards as they perform their roles.
4. Blame early and often.
   Maintaining dysfunction in a congregation is made easier if scapegoats are regularly identified. In some congregations, ministers make wonderful scapegoats. You may also blame “newcomers,” or “people who don’t understand how we do things in this church.” If all else fails, blame the Conference, the denomination, or Satan.
5. Always be prepared to make an account of the excuses that are within you.
   Have an all-purpose excuse like, “I’ve just been so busy” (elaborate at great length just how busy you are), implying that no one else is busy. Occasionally try out a creative new excuse, like, “Our dog ate the printer-ink cartridge and required an emergency appendectomy. He is now very busy too.”
6. Make it clear to all that the job of the pastor(s) and staff is to keep everyone, meaning church members, happy.
   Think of your church as “The Love Boat,” and the pastor as the cruise director and activity planner. The job of clergy and staff members is to keep everyone on board happy. If someone is unhappy, it’s a sure sign your pastor is not doing the job.
7. Spend as little money as possible.
   Even though you may enjoy spending money on personal things like a car or a cruise, you can demonstrate your commitment to modesty and a simple lifestyle at church. The very best programs cost nothing. And why would your church building need any renovations—if it was good enough for your grandparents then it’ll be good enough for your grandchildren.