Thom S. Rainer's Blog, page 198

Churches, Social Media, and Customer Service

By Jonathan Howe

I recently came across the infographic below at Entrepreneur.com in an article related to the recent customer service woes of Cracker Barrel and United Airlines that I mentioned last week on the blog.

While many of you may see the principles and stats in the infographic relating to the business side of customer service, there are several items applicable and translatable to local churches. Here are just four of them:

Our perception of our church may not match our community’s perception of our church. There’s a massive difference in the amount of companies (80%) who believe they offer great customer service and what the actual public thinks (8%). Is there an imbalance regarding your church’s reputation? Do you truly know how your church is viewed in the community? Is your church really “the friendliest church in town” like you think it is?
Experiences your members have at your church should make them want to invite others to join them there. When we have a great experience or great meal at a restaurant, we tell our friends. Does the weekly worship service, the community built in small groups, or the life-change experienced on mission with those in your church motivate members to tell others about it? Are your members walking billboards for your church and their Savior?
Leaders and staff should be responsive to questions or comments from members. If your staff is involved in the daily lives of members, there will naturally be ongoing conversations about what’s going on in the church. Do your members feel informed and involved in the decisions of the church? Or do they feel like things are run behind closed doors?
Communications from your church should be personalized as much as possible. When your church sends out emails or mailings, the information that is being shared should convey warmth and fondness. Personalization of communications can make the difference in people understanding and retaining the information or ignoring it completely. Is your welcome letter to guests personalized? Do you tailor messages to different groups or do you blast out information regardless of who the audience is? 

I understand there is a difference in customer service and communication to church members and guests. I also realize church members shouldn’t have a customer mentality. But this infographic below sheds quite a bit of light on some simple practices that can be adapted for churches that will allow them to communicate more effectively with their members.

What other takeaways can you infer from the infographic below? Does your church already do some of these?

Image via Headway Capital and Entrepreneur Magazine

Jonathan Howe serves as Director of Strategic Initiatives at LifeWay Christian Resources as well as the host and producer of Rainer on Leadership and SBC This Week. Jonathan writes weekly at ThomRainer.com on topics ranging from social media to websites and church communications. Connect with Jonathan on Twitter at @Jonathan_Howe.

Ten Common Sentiments Pastors Wish They Could Express

I love pastors.

I respect pastors.

No, they aren’t perfect. Indeed, they often have many struggles and challenges. As I reviewed the thousands of comments I have heard from pastors, I began to see a pattern of silent expressions. Stated simply, there are many things pastors would like to say, but they don’t feel like they have the freedom to do so.

I compiled ten of the more common unspoken comments pastors wish they could express. They are in no particular order, and I have chosen not to offer further commentary to them.

“I am struggling with depression.”
“Don’t criticize me right before or after I preach.”
“I worry about my family in the church fishbowl.”
“I wish the ‘healthy’ church members in our church would stand up to the bullies and critics.”
“Pray for me; I need it.”
“I don’t know if we can pay our personal bills.”
“I am so tired of attending mundane meetings.”
“Don’t ask me to do something right before I preach.”
“I can’t keep up with all the changes in culture and churches.”
“It hurts me deeply when we lose a church member.”

I know there are many more sentences of similar sentiments. What do you think of these ten? What would you add?

The Need for Church Replanting featuring Mark Clifton – Rainer on Leadership #320

Podcast Episode #320

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Church replanting is becoming more and more of a need as more and more churches face death. More than 4,000 churches a year die every year, but through replanting, they can live again. Today, Mark Clifton joins us to explain how.

Some highlights from today’s episode include:

Church replanting is working with churches so that they don’t die or rescuing their resources if they do.
90% of SBC churches that close are in areas where the population is growing.
“An empty church is like an abandoned castle of a long forgotten king.”
“Empty, dead churches rob God of His glory.”
“We’ve got more church plants that need space than we can imagine, and we have churches closing every week. We need to get them together.”
“Church replants generally value the process of decision over the outcome of decision.”
Churches don’t have to die. They are not without hope. They can live again through replanting.
“The remaining members in a dying church are not in the way of your ministry, they are your first step in your ministry.”
“You know an idol is false when you’re afraid of losing it.”
“One characteristic of a dying church is an over-reliance on programs.”

About Mark Clifton
Mark Clifton is a pastor, church planter, church revitalizer, mission strategist, coach, and mentor to young leaders. He has planted numerous churches and most recently replanted a dying urban core church in Kansas City, MO. He has led numerous national conferences on church planting and revitalization, consulted and coached leaders, churches and denominational entities throughout North America, and has taught in a variety of settings including colleges and seminaries. Mark has been planting, replanting and providing strategic mission leadership since 1978.

Episode Sponsors

Vanderbloemen Search Group is the premier pastor search firm dedicated to helping churches and ministries build great teams. They’ve helped hundreds of churches just like yours find their church staff and are uniquely geared to help you discern who God is calling to lead your church.

Find out more about Vanderbloemen Search Group by visiting WeStaffTheChurch.com.

Midwestern Seminary, one of the fastest growing seminaries in North America, exists to train leaders For The Church. The local church is God’s “Plan A” for the proclamation of the gospel, and there is no Plan B. And this is Midwestern’s vision and heartbeat—equipping pastors and other ministry leaders who are called to expand God’s mission in the world through the local church. At Midwestern Seminary: they train leaders ‘For The Church.’

Visit them online at MBTS.edu and start your ministry training today.

Feedback

If you have a question you would like answered on the show, fill out the form on the podcast page here at ThomRainer.com. If we use your question, you’ll receive a free copy of Who Moved My Pulpit?

Resources Mentioned in Today’s Podcast

Reclaiming Glory by Mark Clifton
Search by William Vanderbloemen
ChurchReplanters.com
Autopsy of a Deceased Church

Five Ways Pastors Can Reverse Negative Sentiments in a Church

“There is so much negativity in our church. What can we do?”

Some form of that question has come my way many times. The negativity may be in the form of murmuring. Sometimes it is more overt criticism and personal attacks. Yet in other cases, it is a more ill-defined atmosphere of defeat and despair.

What can a pastor or church leader do to help move the congregation more positively? After hearing from pastors and church leaders, I can offer five suggested paths that have proved fruitful in other churches.

Call for a time of prayer. “Our congregation was inwardly focused. We seemed to be constantly sniping at one another. I asked twenty people in the church to join me for thirty days of prayer, including fasting every seventh day. It was amazing to see attitudes shift so positively so quickly.”
Lead a major ministry or service effort in the community. “We ‘adopted’ fifty first responders in our community. One family would seek to care for a first responder for praying for him or her, asking how we could help, or even babysitting their children. We saw our congregation move from an inward focus to an outward focus.”
Ask for forgiveness. “We were in the doldrums. It was evident when we had a vote to call a staff member and he was barely affirmed. When I announced the vote to the congregation the next Sunday, I took responsibility for not leading well, and asked the church to forgive me. I really believe that moment was a turning point in our congregation.”
Get a fresh perspective. “I called it ‘the congregational blahs.’ There was no major crisis in the church, just a sense that we were barely treading water. Another pastor told me about an affordable coaching ministry. It not only gave me a fresh perspective, it give me a fresh start in the church. The members followed my leadership with a reinvigorated attitude.”
Make a commitment to stay. “Every time our church hit a bump, or when we would go through some times of struggles, I would think about leaving. No, I didn’t announce it to the church, but my attitude was not one of commitment. In my prayer time one morning, I asked God to give me a long-term perspective in the church. It was an amazing turnaround for me. From that point, I didn’t let the crisis or the problem of the moment tempt me to think of greener pastures. I had a renewed attitude and the congregation followed.”

Those are five stories of leaders who led their churches out of the doldrums to a renewed and reinvigorated spirit. Often the leaders saw the need to make adjustments with their own attitudes and leadership.

I know there are other stories in churches out there. I would love to hear yours.

Pray for Living Stone Community Church

Location: Mesa, Arizona

Pastor: Whitney Clayton

Weekly Worship: 10:00 AM, Mountain Standard Time

Fast Facts: Living Stone Community Church celebrates its first Resurrection Sunday as a community of believers today in Mesa, AZ. Whitney and his family recently moved to the area from Kentucky to build a launch team and plant Living Stone. Several churches from around the country have trekked to the eastern edge of Phoenix to help Whitney and the team launch this church. Please pray for their gathering today at Gateway Polytechnic Academy. Also be in prayer for the several dozen other church plants across the US who are launching today on Resurrection Sunday.

Website: LivingStoneCC.org

“Pray for . . .” is the Sunday blog series at ThomRainer.com. We encourage you to pray for these churches noted every Sunday. Please feel free to comment that you are praying as well.

If you would like to have your church featured in the “Pray for…” series, fill out this information form..

Notable Voices and the Week in Review: April 15, 2017

Earlier this week at ThomRainer.com:

Seven Common Mistakes Churches Make When They Have an Interim Pastor
Six Reasons for Increased Pastoral Tenure – Rainer on Leadership #318
25 Really Strange Things Church Members Said to Pastors
Three Actions Churches Can Take in Times of Crisis
Nine Changes Churches Must Make Or Die – Rainer on Leadership #319

 

Why Would a Millennial Want to Pastor an Established Church? — Sam Rainer

Over the next 10 years, a lot of established churches will struggle to find a pastor for the next generation. Why would a Millennial want to pastor an established church with a large portion of older congregants? Obviously, God’s call is what drives most people to a shepherding role, but I’ll elaborate on some practical reasons.

 

Three Things We—and Our Sermons—Must Be This Easter Weekend — Erik Reed

Pastors, it is the weekend we mark on the calendars every year. People will be more inclined to attend church if invited than any other time of year. Folks who have not been to church but a couple of times, if any, will get up and get their family ready for church. It is Easter weekend. In light of this great opportunity, I want to offer three things we—and our sermons—must be.

 

The Best Way To Avoid Pastor Burnout — Karl Vaters

The Apostle Paul clearly tells us we have been called “for the equipping of the saints for the work of ministry, for the edifying of the body of Christ.” The longer I pastor, the more convinced I am that one of the prime reasons for pastoral burnout is that too many pastors – especially small church pastors, like me – are ignoring that simple command.

 

4 Ways Satan Uses Christian Generosity for Evil — Darren Carlson

Whether it’s small-town churches scrapping funds together through bake sales and car washes for a short-term mission trip, or large foundations funding building projects around the world, Christians want to see their money used for good. Yet too often their donations have an unintended effect. I want to introduce you to four ways Satan has used Christian charity for evil. I’ve seen these examples firsthand, and there’s plenty of scholarship to back them up if you wish to do further study on your own.

 

5 Discipleship Don’ts — Rebekah Hannah

In the church, discipleship is key to an individual’s growth and to the way they are made more into the image of Christ. The way we do this is a matter of life in Christ or death with our flesh. How, then, should we take seriously the role of discipling others? We must remember that discipleship is not about us.

 

5 Quick Productivity Tips for the Busy Mom — Tim Challies

“Productivity? But I’m a stay-at-home mom!” That’s roughly how Aileen replied when we sat down to talk about the fact that our lives were veering out of control. We were emerging from an especially busy season but coming up to what promised to be an even busier one. Our son was ready to begin high school and was looking for his first job. One of his younger sisters had ballet lessons twice a week while the other had her soccer games and playdates. We had commitments at church, friends we wanted to spend time with, and the inevitable deadlines for work. We knew it was time to once again take control of our lives, of our calendars. We needed a way to sort through the million-and-one things we could do in order to focus on the few things we actually should do.

 

Nine Changes Churches Must Make Or Die – Rainer on Leadership #319

Podcast Episode #319

SUBSCRIBE: iTunes • RSS • Stitcher • TuneIn Radio • Google Play

A recent post on the urgency needed in many churches struck a nerve with many readers. Today, we unpack that post and talk about nine much needed changes for many churches.

Some highlights from today’s episode include:

We must be intentional about reaching people instead of depending on easy growth in the church.
We cannot go into our holy huddles wanting church to be about ourselves.
Comfort and stability when unchecked can often lead to entitlement in the church.
Churches that have an entitlement mentality are churches who are already on the path to death.
The intentionality about sharing the gospel has faded away in many churches.
There are so many good things churches do to the neglect of the best things they could be doing.
A church’s inward focus ultimately leads to inward fighting in the church.

The nine changes we discuss on the episode are:

Churches must stop bemoaning the death of cultural Christianity.
Churches must cease to see the church as a place of comfort and stability in the midst of rapid change.
Churches must abandon the entitlement mentality.
Churches must start doing evangelism.
Churches must stop using biblical words in unbiblical ways.
Churches must stop focusing on minors.
Churches must stop shooting our own.
Churches must stop wasting time in unproductive meetings, committees, and business sessions.
Churches must become houses of prayer.


Episode Sponsors

The Timothy Track, from Midwestern Seminary, offers select residential M.Div. students placement in internship positions in a local church in the area. Now you can complement your studies with in-the-field ministry experience. In addition, all Timothy Track students will receive up to 12 credit hours for the internship and a 50% tuition scholarship for the first year.

Find out more at mbts.edu/TimothyTrack.

Vanderbloemen Search Group is the premier pastor search firm dedicated to helping churches and ministries build great teams. They’ve helped hundreds of churches just like yours find their church staff and are uniquely geared to help you discern who God is calling to lead your church.

Find out more about Vanderbloemen Search Group by visiting WeStaffTheChurch.com.

Feedback

If you have a question you would like answered on the show, fill out the form on the podcast page here at ThomRainer.com. If we use your question, you’ll receive a free copy of Who Moved My Pulpit?

Resources Mentioned in Today’s Podcast

Urgent Church
Six Warning Signs That a Church Has a Problem with Entitlement Mentality – Rainer on Leadership #315
Pastoral Leadership, Prayer, and Church Health – Rainer on Leadership #316
Six Reasons for Increased Pastoral Tenure – Rainer on Leadership #318

Three Actions Churches Can Take in Times of Crisis

By Jonathan Howe

The past few weeks have been quite eventful for the communications teams at Cracker Barrel and United Airlines. In case you’ve missed it, Cracker Barrel faced a deluge of complaints following the firing of a server named Nanette Reid. Her husband posted about it on the Cracker Barrel corporate Facebook page, and Internet pranksters created the #BradsWife movement.

Then a video surfaced this week of a passenger on a United Airlines flight being physically “re-accommodated.” Mainstream news and social media sites have been filled with stories and hot takes on everything from the passenger’s past (in which many stories had incorrect information) to the standard airline practice of overbooking.

Both companies are still fighting these crises, and from many (or most?) perspectives, they are losing the battle when it comes to public opinion. These companies will likely recover over time. They will likely hire PR firms to win back customers and improve their public reputation. It’s what big companies do.

But what if this had been your church? What if your church was faced with a scandal or legal issue that called for crisis communications? Are you prepared? Some are, but many churches are not. And their responses to crises often fall into three categories:

They ignore the reality and severity of the problem. Too many times, churches try and fail to “keep things in the family.” They intentionally share little, if any, information, and what is shared is ambiguous or intentionally deceitful. It is not uncommon for the victim to be portrayed as the perpetrator by the church’s messaging. “This is an internal church matter that is being dealt with by our leadership” is often a quote you will hear from churches that respond this way. Still, some even refuse to address the issue altogether. This response is wrong and should never be an option—especially for churches.
They admit wrongdoing has occurred but take a defensive posture. Unfortunately, this is the most common response I see from churches. The church often acknowledges the offense, but tries to rationalize the action or their response. A typical response you will hear from these churches is “While we acknowledge the incident occurred, certain procedures were not followed which led to this unfortunate circumstance.” The church refuses to take ownership of the issue and tries to pass the blame. Like the previous response, this is one churches shouldn’t consider.
They admit to the incident, apologize for the harm it has done to their witness, and apply corrective measures. I wish more churches took this route. These churches realize the severity of the issues at hand. They understand that the witness and reputation of the church in the community has been damaged. They realize that even with all their policies and procedures in place, things happened, and they happened on their watch. They apologize sincerely for the damage done. They refuse to ignore the fact that it will take time to recover. They also expect some people will leave church and understand why. In short, they face the issue with grace and humility. These churches are led well, and they often overcome crises in the end without the need for big PR firms or fancy marketing campaigns. The gospel is enough for these churches.

How would your church respond in a time of crisis? Have you seen an example of a church that faced a crisis with humility and grace?

Jonathan Howe serves as Director of Strategic Initiatives at LifeWay Christian Resources as well as the host and producer of Rainer on Leadership and SBC This Week. Jonathan writes weekly at ThomRainer.com on topics ranging from social media to websites and church communications. Connect with Jonathan on Twitter at @Jonathan_Howe.

25 Really Strange Things Church Members Said to Pastors

It’s not a boring vocation.

If you serve as a pastor or church staff member, there is rarely a boring moment. A few years ago, I began polling pastors and church staff and collecting some really weird things church members said to them.

Here is my current top 25. I modified some to fit into a direct quote, but the essence remains. The words in italics are my own commentaries.

“Will you bless me divorcing my husband so I can marry a convicted murder? God told me to do it”. Yes, I am sure that’s exactly what God said.
Said to a pastor in his ordination council: “What is your view on Christian missions in space?” Space the final frontier . . . to boldly go where no man has gone before.
After the church member had surgery: “Pastor, will you pray for me to pass gas.” Maybe there was a spontaneous answer to that prayer.
“I want you to come see my display of nude art.” I’m still trying to find out what the pastor decided.
During the offertory: “Pastor, do you have change for a twenty?” Probably a deacon.
To a worship pastor after the service: “Here’s the bulletin. I graded each song based on how worshipful it was.” Thank you. We will be sending you your grades on how much the church staff likes you.
“Can we put the children’s moment back in the bulletin? I know we don’t have any children but the old folks like it.” Yes, we will alternate it every week with the senior moment.
“I use to be a warlock.” Was that before or after you became a deacon?
Just before the service began: “Pastor, there’s no toilet tissue in the women’s restroom.” Makes you wonder what she would have said if the pastor was in the women’s restroom replacing toilet tissue.
“Thank you for shaving your facial hair, because the Bible forbids it.” You’re right. It’s right there in the Bible at Hezekiah 3:16.
“My husband’s ashes are in two different places. Will Jesus be able find him? It’s amazing what your husband did to get away from you.
“Pastor, help me cut this Coke can. I need an ashtray for the fellowship hall.” Yes, things go better with Coke.
In the middle of the service, a woman asks: “Pastor, aliens visited me. Is God okay with that?” You are mistaken. They were Jehovah Witnesses, not aliens.
“Pastor, I need you to come get rid of the secret agents spying on me from my attic.” The pastor remembers learning how to deal with this situation from his seminary training.
“Is it okay for me to lie if I ask for forgiveness in advance?” Definitely a Southern Baptist.
“Will you come to my house and help get my husband off the toilet?” Ma’am, all husbands like to spend extended time there. Have him take two aspirins and call me tomorrow.
Church member: “Pastor, will you pray for my son? He’s wild and out of control.” Pastor: “Sure, what’s his name?” Church member: “Maverick.” I guess we should be thankful his name is not “Homicide.”
“I have the spiritual gift of extortion.” Another Southern Baptist.
“Preacher, I have some moonshine for your cough. Feel free to stop by the house.” That’s one pastoral visit he made that week.
“Will you play George Jones songs in the service today?” I’m sorry, we’re doing all Bee Gees today.”
“The guitars sound like two cats mating.” I don’t thing that’s a compliment.
“I want you to know if this church fails, it’s not your fault.” Gotta love those church members with the gift of encouragement.
To the pastor in the men’s restroom: “So, pastors have to go too, huh? And what did you think before this moment?
“Pastor, I have some extra Vicodin. Would you like some?” Probably not, but thank you for thinking of him.
“Pastor, pray for me. I’m going to Vegas.” I bet double or nothing he didn’t pray for her.

Yes, church members say the darnedest things. Do you have any to add?

Six Reasons for Increased Pastoral Tenure – Rainer on Leadership #318

Podcast Episode #318

SUBSCRIBE: iTunes • RSS • Stitcher • TuneIn Radio • Google Play

Based on several research projects over the past two decades, it’s safe to say pastoral tenure is increasing. Today we look at six reasons behind this increase.

Some highlights from today’s episode include:

Pastoral tenure has almost doubled over the past 20 years.
Baby boomer pastors know that if they leave a church, it will be tougher to find another one because of their age.
We are not seeing the “ladder climbing” when pastors would move from church to church like we used to.
Bigger churches don’t always equate to better ministry positions.
We need both catalytic church planters and community church planters.
Long pastoral tenure connects you with a community.
Only 10% of senior pastors live in a church parsonage.

The six reasons for increased pastoral tenure we discuss are:

Baby boomer pastors are delaying retirement.
Moving to larger churches is no longer considered a career path by many pastors.
More pastors feel called to a community as well as a church.
Financial insecurities impact the mobility of some pastors.
Many pastors are less likely to move for family reasons.
More pastors understand the benefit of staying at one place longer.


Episode Sponsors

Vanderbloemen Search Group is the premier pastor search firm dedicated to helping churches and ministries build great teams. They’ve helped hundreds of churches just like yours find their church staff and are uniquely geared to help you discern who God is calling to lead your church.

Find out more about Vanderbloemen Search Group by visiting WeStaffTheChurch.com.

Midwestern Seminary, one of the fastest growing seminaries in North America, exists to train leaders For The Church. The local church is God’s “Plan A” for the proclamation of the gospel, and there is no Plan B. And this is Midwestern’s vision and heartbeat—equipping pastors and other ministry leaders who are called to expand God’s mission in the world through the local church. At Midwestern Seminary: they train leaders ‘For The Church.’

Visit them online at MBTS.edu and start your ministry training today.

Feedback

If you have a question you would like answered on the show, fill out the form on the podcast page here at ThomRainer.com. If we use your question, you’ll receive a free copy of Who Moved My Pulpit?

Resources Mentioned in Today’s Podcast

Six Reasons Pastoral Tenure May Be Increasing
The Lifecycle of Pastors