Because People Matter

I'd Love to Work with You

mark waltz — Mon, 13 May 2013 17:44:27 +0000

I receive multiple invitations each year to consult and train off-site with other churches and conferences. My first responsibility is to my local church - Granger Community Church - where I serve as pastor of connections and multisite. Because Granger is my priority, I must limit the number of invitations I accept to travel off-site.

I am currently scheduling for Summer/Fall 2013 and 2014. I’d love to work with you and your church or conference in any of the following ways:

Consulting: evaluate guest services, connecting environments, team function and make recommendations to improve
Secret Shopping: visit “under the radar” and provide feedback and recommendations for enhancing your weekend experience
Training: provide on-site workshops in areas of guest services and connections for staff and volunteer teams

Read this for a more thorough description, outlining how we can work together.

Contact me here or by email: mark@becausepeoplematter.com.

I'll also be leading a coaching network at Granger this fall related to all things connections. For more information go here. For info about all Granger's coaching networks go here.

Show Up Late. I Did.

mark waltz — Mon, 29 Apr 2013 18:11:56 +0000

Andrew greeting guests at GCC

If you lead in any way at your church, you likely go in before the crowd arrives (maybe I'm assuming too much...). If that's true for you, it means you arrive on your church campus before...

the heaviest traffic time and the potential scramble for a parking space
any lines form at your children's center for kid check-in
knowing whether every necessary greeter role is filled
the cafe or coffee area is backed up by caffeine junkies

So, I'm suggesting you go to church late. That's right, choose a weekend and go late. Intentionally.

Show up and experience the traffic flow. Stand in line with other parents who are trying to check-in their kids before they're late for the service. Observe the teams in place: is everyone serving in roles for which they're wired? Try to get a cup of java just before or right after the service starts.

The point is not to just experience it, but to assess it. Are your guests experiencing what you want them to experience?

This past weekend I showed up late. While the traffic line was still formed on University Drive at our primary entrance. When folks were still showing up - late.

I actually took a few snapshots to get a real picture of the flow, the movement, the experience.

By the way - I was proud of our teams and their commitment to sharing the love of Jesus... before the service started.

Andy serving guests in the parking lot

Tim assisting guests

Craig directing traffic

Guests...still arriving

It happens here...

Caitlin & Erin welcoming guests

Get Unstuck

mark waltz — Thu, 04 Apr 2013 12:45:00 +0000

I've been stuck before. I lost a shoe in knee-deep mud one summer in a sloppy, rain-drenched cornfield. I've needed help getting my car out of a snowy embankment - more than once. Sometimes I need someone to shape perspective for me in family, ministry or relationships, because I'm too close to see what I need to see.

Ever been stuck? Maybe you're stuck now.

If you're leading guest services teams in your local church - or need to develop such a ministry - make a trip to Granger, Indiana next week and let's get the mud out of your spokes and get things moving.

In this one-day workshop you'll learn how to make great first impressions that last. Discover ways to:

Build your team from the ground up, based on the experience you define.
Cultivate volunteer "wow-makers."
Keep things like announcements, communion and the offering from distracting your guests or making them feel like outsiders.
Determine the "rules" your church has, even if you don't know them yet.
Experience hands-on training that will empower your volunteers.
Communicate the message of God's love before the message is ever preached.

Maybe the ministry area you lead has more to do with kids or communications. We've got that covered too. Check out all three options for a day of "getting unstuck": guest services, kids, communications - right here.

Broken Systems Break Service

mark waltz — Wed, 03 Apr 2013 14:09:56 +0000

I've had some unbelievable customer service experiences that left my head spinning. So have you. You know those experiences that leave you asking, "Did that just happen?"

I have a very good friend who recently encountered "one of those." Her cell service suddenly went south: missed calls, no rings, no voicemail, inability to virtually use the phone as a phone. What follows is the actual chat conversation. "Sprint" and "Eva" are the phone company representative. "You" is my friend, the bewildered customer.

Sprint: We received your information and will connect you with a Chat Specialist soon.

Eva J.: Hi.

Eva J.: Thank you for contacting Sprint. I am happy to help you.

Eva J.: Please hold a moment while I access your account.

Eva J.: Thank you for waiting.

Eva J.: Please let me know the complete address of the location where you're getting the issue.

You: (Address provided)

Eva J.: Ok.

Eva J.: Please allow me a moment to check the details.

Eva J.: Thank you for being online.

Eva J.: I understand that you are having the network issue in your area and you are not able to use the phone services. I am sorry for the inconvenience you have gone through. Its a known network outage in your area and we have already reported it to our technicians and they are working hard to get it fixed. Its in the final stages of fix and is expected to be resolved very soon.

Eva J.: The Estimated Time of Resolution (ETR) updated by our technical team is: 06/22/2013 19:00:00 CST

You: I beg your pardon? I will continue to have virtually NO cell phone service until JUNE? That is not "very soon"

Eva J.: I understand your concern but the Sprint is working on to upgrade it's signal strength, so you're getting the issue.

You: I appreciate that "the Sprint" (where are you writing from anyway?) is working to upgrade it's signal strength but I am having serious difficulty accepting that I will continue to be billed for a service that is virtually unusable.

Eva J.: I am sorry for the inconvenience experiencing by you but it's a technical issue and resolving by our technical team.

You: Eva J, this is not "inconvenience". This is paying for a service that is not working. What would you do if you were in my place? You're telling me you're sorry but not giving me any options. As I see it, you are essentially telling me to find another service, is that correct?

Eva J.: I understand your concern and if I were at your place then may be I would have also reacted like the same.

Eva J.: The upgradation is for the betterment of the services and you'll get the credit for the known outage systematically.

You: I appreciate your time but this situation is unacceptable. I no longer have access to a land line at home which makes my cell service reliability imperative. You are leaving me no option but to cancel my Sprint service and sign on with another carrier.

Eva J.: I can assure you we are working to not only fix it, but improve your overall customer experience in the area.

You: Yes, I hear you saying that, but what you're also saying is that I will not have dependable service until June of this year. That is not acceptable.

Eva J.: As your calls are dropping, so I can offer you 100 anytime minutes for free and when the services gets corrected then you'll get the proactive credit from the system automatically.

Eva J.: Is there anything else I can assist you with today?

You: Sorry, I'm at work and was answering my other phone. Ok, so your offer is to give me 100 anytime minutes? You already know, if you have my account in front of you, that I pay for unlimited minutes so this offer has no interest for me. My only interest is in having dependable service. Can Sprint provide me with dependable service by Monday, April 1, 2013? If not, I will need to cancel my service with Sprint. Can I do that with you or must I contact another area?

Eva J.: Yes. You have free minutes on your account but the anytime minutes can be used to call on landline numbers.

Eva J.: I am sorry but I cannot confirm you that you've updated connectivity and network on and after April 01, 2013 and the account can be closed by our accounts team only, so we can arrange a cancellation callback from here or you can also contact our Account Services team directly at 1-888-211-4727. When you call, select option 2 to make changes to your account then press 5 to cancel.

You: I will do so. Thank you for your time.

Eva J.: You're welcome.

Eva J.: Thank you for choosing Sprint - we appreciate your business!

Seriously.

When systems prevent serving the people we're set up to serve, our systems are broken. When anything - anything - gets in the way of people experiencing the Story of Jesus in our churches, something is broken.

We Respect You, So We'll Let You Pay

mark waltz — Wed, 03 Apr 2013 14:09:45 +0000

We’ve done some informal surveys and discovered that when people decide to go to church for the first time, or they decide to go to church again after years of not attending anywhere, they often do so with a fair amount of fear. They have not-so-fond memories, or they’ve heard stuff through pop media, and they enter our church—or any church—with a fair amount of hesitation, even fear.

How will I know where to go?
Will they ask for my money?
How will I know when to sit, stand, or kneel?
Will I be the only “normal” person there?

We want every person who decides to attend our church—especially those filled with fear and apprehension—to feel “at home," welcome and accepted. We want them to know we expected them; we’ve prepared for them.

Remember: we want our guests to feel “at home.” We want them to experience “familiar.” We want them to be able to drop guards and fears that keep them from experiencing the wonder of God’s love through the message of Jesus Christ.

So, consider this: many of our guests—our focused audience—walk into Starbucks (or the coffee shop of their choice), order and pay for their own coffee/drink 3-7 times per week, or more. They know it. It’s familiar. They’ve “been here before.”

When a guest walks into our church they smell the aroma of coffee, they see a “Starbucks-esque” cafe... and they know exactly what to do. It’s easy, it’s familiar... they feel at home. The questions of “what to do when” are suspended for the moment. Once the edge is off there’s space for taking the place in, getting acclimated, even sharing a conversation.

It’s a crazy social phenomenon: when a guest—or anyone—gets a 12-ounce cup of anything in their hand, they’re more relaxed. They have something to do with their hands. Particularly, if others in that space are also enjoying a beverage, they feel “normal.” Six foot, three inch, burly men can hide behind a cup of coffee or a bottle of water!

Fears subside. Our guest is experiencing a social norm for themselves in our environment. There’s a sense that they’ve “been here before.”

Note this reality: our guests, your guests, have paid for their own coffee every time they're in a coffee shop. They expect to pay their own way. But is it right to charge guests for their beverage in churchworld?

Many churches don't. It's free. This isn't an indictment on churches who provide free coffee and pastries. But, please if you do - brew quality coffee, and please don't serve day-old, sale-priced danishes. It reflects poorly on Jesus and insults your people.

Most growing churches discover that "free" was at one time an affordable offering. But as they've grown, they've learned that the hundreds and thousands of dollars spent on "free" isn't free. Everythying costs something. Someone always pays.

At Granger we respect our guests enough to let them pay for their coffee (and their pop, and cookie, and sandwich). Why? Because to many people, free = cheap; especially from a church. Sadly, it's often true. Churches brew crappy coffee and give it away. We should do better than that. We think it's helpful to brew quality product and let our guests pay - like they do anywhere else.

But, we're not "anywhere else," you insist.

True. But at Granger we don't provide a coffee option because our members, "insiders," need coffee.We provide a cafe experience for the sole benefit of creating an "I've been here before" familiar environment. We do so to put our guests at ease. We charge them so they never feel like they're getting a "hand-out" from "those church people."

By the way - a side benefit sees all proceeds above expenses going right back into ministry. Every person - including "insiders" - gets the privilege of resourcing ongoing service to the community through our ministry.

Remember. We want to meet people right where they are.We want to create an experience where people feel accepted, welcomed and respected. We want people to drop their guard, relax their fears and be open to the message of God's grace.

"I have become all things to all people so that by all possible means I might save some." - Paul, 1 Corinthians 9:22 

article adapted from How to Wow Your Church Guests: 101 Ways to Make a Meaningful First Impression | Group Publishing, 2012

People I Want on My Guest Services Team | #10 - Missional People

mark waltz — Tue, 02 Apr 2013 03:27:09 +0000

Alas, the end of this list: People I Want on My Guest Services Team. I'm sure this list could be longer than a Top 10; maybe 20, 30 or even 100. But you see the period of time just ten characteristics took to post.

However, we have arrived. Number 10:

Missional People: people who reach out to those who are seeking God

Our mission at Granger is "helping people take their next step toward Christ... together." Ultimately, I want mission-focused people on my team. I want missional people who...

understand we're all on a spiritual journey toward God
embrace the mission to create an atmosphere conducive to taking steps toward Christ
accept their role in the missions process - create a safe place, extend accepting relationships, affirm people right where they are... not all of us will "harvest"
are clearly focused on others because their search matters, because their Creator says they matter

Technique, personality, professionalism aside - people who understand the missional objective to acknowledge and encourage steps toward Christ will contagiously impact the team's focus as well as morale. These folks will help carry and communicate the vision.

People who are on mission - our agreed mission - will energize your team and keep first things first for guests.

People I Want on My Guest Services Team | #9 - Interesting People

mark waltz — Tue, 02 Apr 2013 02:53:43 +0000

Steve, Wayne, Tom & Andy of GCC's Traffic Team

I'm closing in on the final posts in this series. Here's #9 in a list of my 10 People I Want on My Guest Services Team:

Interesting People: people who draw others to themselves because they are appropriately interesting

Yes, this is extremely subjective. For instance, after reading my posts for a few days you may not find me all that interesting. Who, after all, gets to decide if someone else is interesting? What's the criteria for determining how interesting any of us are?

Try this approach. Think about the last time you went home from a service, a party or a sporting event where you personally met someone new, someone interesting. After you were home you were still thinking about them. In a good way. Perhaps some of these things happened for you:

You told someone else about them.
You found yourself wondering when you might bump into them again.
You sensed that they thought you mattered.
You wanted to learn more about them.
You enjoyed their sense of humor.
You appreciated their demeanor - confident or humble or jovial or sensitive - you liked their personality.

Even if you didn't hear their life story or meet their extended family or flip through their high school year book, you found them interesting. You were drawn to them - for whatever reason.

Interesting people.

They will help your guests feel warmly accepted. They will bring a sense of aliveness among your team and culture. They will allow your guests to go home sensing they met someone who genuinely cared, who would be great to know better ... someone they'd love to return to your church and see again.

I want those people on my guest services team.

People I Want on My Guest Services Team | #8 - Servant-hearted People

mark waltz — Tue, 02 Apr 2013 02:38:44 +0000

photo credit: Cornerstone Catering

You've heard it - "It's not my job."; "I'm not doin' that!"; "I've already put in my time". You've heard it from the clerk at the service station, a customer service rep on the phone... maybe even at church. This list isn't rank-ordered, otherwise this characteristic may have appeared in the top three or so of this list.

#8 on my list is:

Servant-hearted People: people who understand it's not about them; they do what they do to serve - both guests and fellow-teammates.

Around Granger we've been making transitions from vocabulary that church people use to vocabulary that everyone understands. Effective communication is about clarity. Clarity is about the primary message getting through. We don't want anything to stand in the way of the message of Jesus, so we're intentionally reviewing our language, so we communicate with clarity.

Kem Meyer and her peeps have formed an effective communication team who are helping the rest of us get it. Shifts like: volunteer expo not ministry fair; community not fellowship; next step not go deeper. You can read more about some of the subtle but critical changes we're working on. How we communicate really matters.

All that said... today I was in a conversation working through the difference between volunteer andserve. We've begun to use the word volunteer lately. You'll notice it on our website. It's common language. Everyone knows what it means. And it's an easy first step for anyone. Who doesn't volunteer their time somewhere?

However, I don't want people to be around Granger for too long before they begin to be introduced to the concept of serving - rather than volunteering. People who merely volunteer can do so with a sense of willingness to "help you out". And that's great! A vision is required for people to volunteer. But, the vision for the difference Christ can make in the lives of people requires sacrifice. It requires servants.

I want team members - in guest services or any other team - who willingly see beyond themselves. Who understand that the message we're striving to make clear is about Jesus - not them. Servants who "get it", who are being changed by the love of Jesus focus outward, toward others. Fellow teammates and guests are deemed worthy of attention, personal attention.

When servant-hearted people serve people will know they matter to God... 'cause they'll know they matter to us.

People I Want on My Guest Services Team | #7 - Optimists

mark waltz — Tue, 02 Apr 2013 02:32:31 +0000

photo credit: TheCareerBlog

If you've been muttering under your breath, "Waltz is never going to finish this list" or "I hope this list gets better; I'd like to use some of this if it's any good", you probably don't qualify to be on my Guest Services team. That is, if the complaining is reflective of a life-lens you use to view people and events around you.

#7 on my list of most-wanted is:

Optimists: people who see the glass as more than half full

Or to put it another way, people who see the best in life, people and general circumstances. You've experienced the opposite. You've encountered the pessimist in the grocery story check-out.

"Only another hour, and I'm outta here!"
"They (the management, fellow employees, the gods) are never around when you need them."
No eye contact, no expression, no greeting, hardly a good-bye.

Optimists not only refrain from negative comments about the world as they see it, they take great joy in finding things to celebrate.

"Did you see the sunrise this morning (it's been raining since 7:30)?"
"That's a great color on you (they're color-blind and you're wearing black)."
"It's going to work out just fine (about nearly anything)."

Okay, maybe the optimism can be over the top, but you get my point. People who are looking for the best in people, in their day, in their world are people who weigh in with Paul. Remember his letter to the Philippians?

Summing it all up, friends, I'd say you'll do best by filling your minds and meditating on things true, noble, reputable, authentic, compelling, gracious--the best, not the worst; the beautiful, not the ugly; things to praise, not things to curse. (Philippians 4.8, the Message)

Optimists are contagious, but then, so are pessimists. Choose well. How your team and guests are influenced depends on your willingness to invite appropriately wired people onto your guest services teams.

Fill that glass full.

People I Want on My Guest Services Team | #6 - Excellence-Champions

mark waltz — Tue, 02 Apr 2013 02:26:56 +0000

This is #6 in a list of 10 People I Want on My Guest Services Team:

Excellence-Champions: people who see, hear, and feel what's excellent and take initiative to fix what's not

When I experience an appetite-suppressing, nauseating restroom at a restaurant, I consider the entire staff to be negligent. I don't really care who's job it is to clean - someone, anyone, everyone on the team should care enough about the guest's experience to get a bucket and some Lysol and get busy!

When someone at your church or mine can't find the right kid's room or finds no tissue in the restroom or trips over the rolled up door mat - someone on our guest services team should spring into action. In fact if the right people are on your team - people who see, hear and feel excellence or the lack of it - they will see that these experiences don't happen. They'll anticipate, be on the look out, and work a plan to see that every guest who needs help is assisted, the tissue is stocked and the door mat is flat.

Some things you can teach. You can train someone to answer the phone, you can show someone how to use the database system, you can help someone listen more actively. People can be taught what to watch for, how to correct and prevent service delivery gaps. However, if they don't appreciate excellence; if they don't understand that it honors God and inspires people, they'll only work off of the list you give them. They'll watch the tissue stock, the wandering family, and the door mat.
But, they may miss other opportunities for improvement. They may miss the traffic congestion, the ringing phone, or the spilled coffee.

Excellence-Champions think of people. They think about experiences. They understand what it is to communicate value to people through excellent experiences. So, they anticipate, they prevent, they own the opportunity - and the problem.

...because people matter. To God, and to us.

[See previous posts in this series: #5, #4, #3, #2, #1]

People I Want on My Guest Services Team | #5 - Disciplined Conversationalists

mark waltz — Fri, 29 Mar 2013 21:03:43 +0000

In a continuing list of the kinds of people I want serving on our guest services (or first impressions) teams at Granger Community Church, I offer characteristic #5:

Disciplined Conversationalists: people who intuitively know how to carry on a conversation with others without feeling like the conversation has to be all about them

You've met this person. Maybe you're married to one (I hope not). These folks really are great conversationalists. That is, they're not afraid to start a conversation; they know how. They're not afraid to start a conversation with strangers; they know no stranger. They simply have no problem talking to people.

And that really is the problem - they talk to people, not with them. They can be highly entertaining, but often not engaging. They tend to focus on people - too often, themselves. In spite of that fact, these folks really do love people, and they're generally well-intended. But, like all of us, the person they know best and feel most comfortable talking about is "me".

It's not a surprise to discover one day that you've somehow brought people like this on to the team. Remember, this is about the guest, so who serves them really matters. How do you respond to them so your guests are cared for in a gracious manner?

Do your best to get to know every person coming on to your team before you invite them to serve on the team. This won't necessarily be you every time. But responsible leaders should discover this kind of tendency before they come on board. Early detection is best. Then you either never bring the person on the team, or you take time to coach them before you do.
If you missed the first step already, you'll need to confront the issue - soon.Behavior that is tolerated is condoned with silence. The longer you wait to have the conversation, the better your chance of redeeming the situation. Put it off and more guests will be turned off... and you'll have little to talk about, since time will have convinced this person that everything is okay.
When you confront, deal with the problem and love the person. Remember, people matter - including this person who may be making your guests feel uncomfortable. This person probably really loves people. They may struggle with a sense of security and try to compensate. They may simply be over-using a self-disclosing skill (used sparingly and with discernment, this can reveal both empathy and vulnerability, engaging others in meaningful conversation) and be unaware of their pattern. Whether or not they continue to serve on your team, they want and need to serve somewhere. Help them find an appropriate place to connect.
Your team needs you to deal with this issue, too. Your guests are not the only ones impacted by the undisciplined, me-focused greeter. Your greeters who serve alongside this person are impacted as well. If it persists, you risk being perceived as aloof and ignorant to what's happening with your guests. Or the team may sense that you're as frustrated as they are, but you're doing nothing about it. Your credibility as a leader is on the line.

I want people on my team who know how to engage people, honor safe personal boundaries and show a genuine interest in others. Guests can see right through self-centeredness. When our guests look at our team members, I want them to see Jesus. I want them to know they matter to God.

Who's serving on your team?

[See previous posts in this series: #4, #3, #2, #1]

People I Want on My Guest Services Team | #4 - Image Savvy People

mark waltz — Fri, 29 Mar 2013 20:42:57 +0000

Here's another characteristic I want in those who are part of our guest services (or first impressions) teams at Granger Community Church:

Image Savvy People: People who look in the mirror before they leave the house

Perhaps at first glance this sounds shallow or externally focused. Well, externally focused it is, shallow it is not. There is this constant tension in the outward-oriented, evangelistic church: create diverse opportunities for Christ-followers (and the unconvinced) to express their uniqueness as they serve AND maintain excellence from the perspective of the newest guest who do not yet share our faith and family values. More simply put: many who can sing won't sing from the weekend stage; many who teach in other environments won't teach an adult class; many who love people will not serve as a greeter or usher.

And some who won't serve as an usher or greeter will not do so, because they simply lack a presence and appearance that immediately endears others. Our guests are asking one of just a few questions as they approach our campus (or yours) for the first time: "Are there others here like me?" or "Will I fit here?"

So some fashion sense is necessary. Some level of appropriate pride is needed. Without shifting their focus onto themselves as though serving is about them, I want people who look in the mirror before leaving the house fully aware that scores of people will see that reflected image today. And as they look in the mirror I want them to ask themselves, "Will people want to meet me today?"

Final analysis? I want to be pleased about meeting them that day, too.

Here's a question I'd love feedback on: How do you make sure that you're going to see what you want to see in and on your team?

Get in on the all-day experience and take your guest services to a new level at the WiredChurches' First Impressions Workshop (Friday, July 22). There's still time to register!

Previous posts in this series: #1, #2, #3

People I Want on My Guest Services Team | #3 - Marketplace Customers

mark waltz — Thu, 28 Mar 2013 16:22:35 +0000

From June 2005

In this series of posts I'm offering a quick glance at some of the key characteristics we look for in people who are part of creating our weekend guest experience. The third type of people I want on our team are:

Marketplace Customers: People who remember their own guest service experiences – both desirable and undesirable

I want people who are innately sensitive to the needs, interests and expectations of our guests. That is, they don't have to work at figuring what our guests want. It's in their nature, part of their wiring. In part it's because they remember experiences when they've been "Wowed!". They still cringe when they recall the times they were poorly served. They remember their own disappointment when the service could have been better, when they could have experienced more value and care.

Bring marketplace customers onto your team. The reason they remember both great and poor personal experiences is not because they are self-focused consumers. Rather, it's because they understand human value, basic care and personal service. They get what it is to value people. And when your guests experience that they matter to you and your church, they'll be open to hear that they matter to God.

And isn't that the point?

[People I Want on My Guest Services Team: #1, #2]

People I Want on My Guest Services Team | #2 - People-People

mark waltz — Thu, 28 Mar 2013 15:58:16 +0000

From June 2005

This isn't rocket science. It's not brain surgery. It's not even pastorally profound. It's pretty common sense stuff. I want people on our guest services teams who are:

People-people: People who love people

There was a time in our church when greeters just needed to be able to brush their teeth and smile. Those days are long gone. They must bathe, too.

Oh, yes, and they must like people. No, they must love people.

Our guests and the guests in your church (or business) will intuitively know when our teams don't care. You know it when you experience it.

You've experienced the super market clerk who gives you no eye contact, doesn't speak to you until she tells you the total amount of cast you owe, and scowls to her associate in the next lane about how long she's been at work. You've bumped into the church greeter who brushed his teeth, but hadn't smiled since 1952. And today he can't remember why. We know when people really love, really care.

If your teams aren't people-people, your guests will know. They'll know when your team...

frowns
complains about what's wrong
can't leave soon enough
rigidly performs the tasks of their role without connecting relationally
shows signs of fatigue
is indifferent or even rude.

But, when you team is made up of people-people, your guests will engage. They will know they matter. And when they know they matter to us, they'll be more open to hearing and accepting that they matter to God.

And isn't that the point?

[People I Want on My Guest Services Team: #1

People I Want on My Guest Services Team | #1 - Aligned People

mark waltz — Thu, 28 Mar 2013 15:51:35 +0000

From June 2005

In this series of posts I want to offer some profile snapshots of the people I most want on the teams we call First Impressions at Granger Community Church. I'll not necessarily name people, but rather talk about characteristics I look for in people. I'll number these posts, but in no particular order of importance. They all matter.

Aligned People. That is, people who embrace and own our mission to help people take their next step toward Christ... together.

You'll notice that I did not say, "Christ-followers who embrace..." . While most of the team members who make up our guest services teams are committed Christ-followers, there are a number of places where those who are not yet convinced, but taking steps toward Christ , are invited to serve. However, they must value that the experience, the environment, the purpose in which our serving occurs is Christ-centered. It's not just a club, not a nice place to be, not merely fun. It is a place to belong, it is nice, it is fun. But, we are about creating an experience where people are encouraged to question, explore and take steps toward Christ... together.

When people aren't aligned with who you are, what you're doing and how you're doing it, they will always pull - away from your mission, vision, values and purposes. At Granger we insist people are fully aligned before they join our first impressions teams.

Breakfast Barricades

mark waltz — Thu, 28 Mar 2013 02:59:57 +0000

From May 2005

I live in northern Indiana in the path of the snow belt from Lake Michigan. We call it Lake Effect. I think that's intended to remind us that we get to enjoy the water and beaches of the great lake... when it's warm. I bring all that up to say that when it finally starts getting warmer, we Hoosiers find ourselves in the path of the department of transportation - fixing pot holes. Some days I prefer the snow.

Today was one such day. This morning on my way to a breakfast meeting I approached the main thoroughfare out of my neighborhood and discovered the DOT boys were out. Actually, I assumed there was more than one, although one was all I could see at the moment. And he was in my way.

He'd pulled up to the stop sign where I needed to make a right turn to get to my meeting on time. Only his truck was twice as wide as my car and he was sitting on the wrong side of the road. A large barrel barricade blocked my path to the right. Just as I pulled up behind him, hoping he would drive out of my way, he hopped out of his truck to complete his job.

As he grabbed the final barricade that would block my on-time arrival for breakfast, he made eye contact with me. "Good", I thought, "he'll see that he's in my way, move a barrel and I'll drive on." But that's not what happened. Instead, he placed his barricade firmly in front of me, shook his head and pointed me in the opposite direction. The road crew he was setting up for had not begun their work yet; there was no traffic lined up behind me. He could have moved one barricade and waved me quickly through. Instead, he denied me access and assured my tardiness.

I was not happy. And he didn't care.

This guy had forgotten several things. For starters he'd forgotten that my taxes write his paycheck. He'd also forgotten that the road work he was doing was for me and my neighbors. Ultimately, he'd forgotten that he was in this role as a public servant, and he'd forgotten to serve. He had an agenda, a task, and he was focused. Asphalt.

The serving teams in my church and your church have an agenda, a task. There are places to be, bulletins to print and assemble, kids' programs to run, a service to prepare and lead. We have an agenda. But all that we're doing, down to the scraping of snow on a spring day where there shouldn't be any, should flow from a heart of serving because people matter. In your guests' eyes, any other motivation becomes a barricade.

At Granger Community Church our mission is "helping people take their next step toward Christ... together." Is your agenda giving your guests and members access to their next step? If not, reevaluate who's doing the serving, what the serving role really is and the motivation for doing so.

People have more than a breakfast meeting to get to. They're trying to meet Jesus.

Move the barricades... motion 'em through.