Seven Steps to Help You Protect Your Identity

1. Don’t use full names on your printed checks. The next time you order checks have only your initials (instead of your first name) and last name printed on them.  If someone takes your checkbook they will not know how to sign your name but the bank will know.
2. Don’t sign your credit cards. Instead write, “Photo I.D. required” on the back where you would normally sign.  With the self-swipe machines this isn’t a guarantee but it will protect you when a person is handling the card.
3. Don’t use full account numbers. When writing checks to pay your credit card bills do not write the full account number on the check, instead write the last four numbers.  The company knows the rest of the number but no one processing the check will have access to it.
4. Make copies of the front and back of everything in your wallet. You will know what you have, your account numbers and phone numbers to call if your wallet is ever lost or stolen.  Keep the copies in a safe place.
5. Discard electronic hotel keys. When you check out of a hotel that uses cards for room entry don’t turn the cards in. Keep the cards and destroy them yourself.  Thieves use discarded hotel room cards (or those sold to them by hotel employees) and encode them with stolen credit card information.  Those cards can then be used in ATM machines and point of sale swipe machines.  It may not be your information they use but you can help protect someone else.
6. Don’t give information over the phone. Never, ever respond to a phone call or email asking you to pay your bill or to update your information.  Even if a caller gives you their ID #, name, etc., always thank them for the call and that you’ll go online to pay your bill or update your information.  Same for emails requesting that you update your information.  Go online to the company’s site to make any adjustments to your information
7. Don’t display personal information. Never post your full birthday (mo/dy/yr) on Facebook or other social media sites.  I’m amazed at how many people put their full birth date on Facebook: An identity thief now has your birth day, home town, high school, hobbies, etc., with which to form a “new” identity.  If you must record something just give the month and day of your birth.  Don’t print your SS #, driver’s license number or date of birth on your checks.  Merchant’s don’t need your SS# or DL# to process a retail transaction but if their policy requires it, write it on the check only when needed. 

Of course you can subscribe to different identity theft plans and programs offered by banks, credit card and third party companies but they all come with a fee.  You can take the above precautions and it won’t cost you anything.

What to Do if it Happens to You

1. Cancel the cards immediately (if you’ve done #4 above you’ll have the numbers handy)
2. File a “stolen identity” police report in the jurisdiction where the loss occurred.  You may have to amend the report to actual monetary theft later but this helps creditors realize you were actually a victim.
3. Call the three national credit card bureaus and Social Security (numbers below) to place a fraud alert on your accounts.  The alert means that any company that checks your credit will be informed of your stolen information and will have to call you directly to get authorization to establish new credit.

Equifax:  800-525-6285          TransUnion:  800-680-7289          Experian:  888-397-3742          Soc. Sec. Fraud Line: 800-269-0271

A Final Tip To Save You Money…

One other tip not directly related to identity theft but it could save you money:  when paying a restaurant bill by credit card (or any bill where you would tip for services) never add the tip to the bill. By adding the tip to the bill you authorize the merchant to go back into your account but you never see the final charges.  Tip amounts have been known to be changed so that $10 becomes $100.  Instead, always write “Cash” on that line (just be sure to leave your tip in cash).  Even a zero can be made into a double or triple digit dollar figure.  If you must add your tip to the bill ask them to reprint your receipt with tip included.

This is not to cast aspersions on the many honest servers who work in this industry but I personally know one person who changed tips (now “serving” in jail for doing so) as well as someone whose tip was changed…so a word to the wise.

We would love to hear steps you have taken to protect your identity so please post your comments below.  We may include them in future blogs.

You are welcome to share this blog post with your congregation or members.

PS.  We know we usually write articles related directly to ministry but we are still “in this world” so we thought it might be helpful to provide some insight on the life application side as well. Let us know if you like the change of pace by rating the post below.

Karen Hosey
378consulting.com

Just before take-off, a line of soldiers came down  the aisle and filled all the vacant seats, totally surrounding me. I decided to start a conversation.

‘Where are you  headed?’ I asked the soldier seated nearest to me.
‘Petawawa.  We’ll be there for two weeks for special training, and then we’re being deployed to Afghanistan .’

After flying for about an hour, an announcement was made that sack lunches were available for five dollars. It would be several hours before we reached the east, and I quickly decided a lunch would help pass the time…

As I reached for my wallet, I overheard a soldier ask  his buddy if he planned to buy lunch. ‘No, that seems like a lot of money for just a sack lunch. Probably wouldn’t be worth five  bucks.  I’ll wait till we get to base.’

His friend agreed.

I looked around at the other soldiers. None were  buying lunch I walked to the back of the plane and handed the  flight attendant a fifty  dollar bill. ‘Take a lunch to all those soldiers.’ She grabbed my arms and squeezed tightly. Her eyes wet with tears, she thanked me. ‘My son was a soldier in  Iraq ; it’s almost like you are doing it for  him.’

Picking up ten sacks, she headed up the aisle to where  the soldiers were seated. She stopped at my seat and asked, ‘Which  do you like best – beef or chicken?’
‘Chicken,’ I replied,  wondering why she asked. She turned and went to the front of plane,  returning a minute later with a dinner plate from first class.

‘This is your thanks..’

After we finished eating, I  went again to the back of the plane, heading for the rest  room..  A man stopped me. ‘I saw  what you did.. I want to be part of it. Here, take this.’ He handed me twenty-five dollars.

Soon after I returned to my seat, I saw the Flight Captain coming down the aisle, looking at the aisle numbers as he walked, I hoped he was not looking for me, but noticed he was looking at the numbers only on my side of the plane. When he got to my row he stopped, smiled, held out his hand and said, ‘I  want to shake your hand.’ Quickly unfastening my seatbelt I stood  and took the Captain’s hand. With a booming voice he said, ‘I was a  soldier and I was a military pilot. Once, someone bought me a lunch.  It was an act of kindness I never forgot.’ I was embarrassed when applause was heard from all of the passengers.

Later I walked to the front of the plane so I could stretch my legs. A man who was seated about six rows in front of me reached out his hand, wanting to shake mine. He left another twenty-five dollars in my  palm.

When we landed I gathered my belongings and started to deplane. Waiting just inside the airplane door was a man who stopped me, put something in my shirt pocket, turned, and walked away without saying a word. Another twenty-five dollars!

Upon entering the terminal, I saw the soldiers gathering for their trip  to the base.  I walked over to them  and handed them seventy-five dollars. ‘It will take you some time to reach the base… It will be about time for a sandwich.  God Bless You.’

Ten young men left that flight feeling the love and respect of their fellow travelers.

As I walked briskly to my  car, I whispered a prayer for their safe return. These soldiers were giving their all for our country. I could only give them a couple of  meals. It seemed so little…

A veteran is someone who, at one point in his life, wrote a blank check made payable to ‘The United States of America ‘for an amount of up to and including my life.’

That is Honor, and there are way too many people in this country who no longer understand it.

I don’t know if this story circulating the web is true or not but the message behind it is.  My question to you is this, “Do you think this country (and its citizens) honor our soldiers?  Do you think they deserve to be honored?

Sin #1:   Failing to realize that the visitor experience begins at the curb.

Your visitor’s experience does not begin with the welcome during service.  It begins at the curb.  Every person a visitor encounters is part of that experience and their actions and words must all say the same thing, “We’re glad you’re here.”   If the parking lot attendant is rude (as in Church #2) or the members are cold (as in Church 2 and 4) then your warm welcome will sound hollow and the phrase the “all Christians are hypocrites”  will be affirmed.  One of the reasons the number of “unchurched” is growing is because of the coldness and hypocrisy people see in the church.

Every person is an extension and reflection of you.  I could tell where the personality of the pastor was one of warmth and compassion vs. cold and aloof.  When a pastor is stand-offish, too often the members carry that same trait.  When the pastor is very down-to-earth, the people come across that way as well.  If by nature, you are not an extrovert, it becomes even more critical that you have people with the motive gifts* of Compassion and Server in the helps ministry.  You must also train your congregation on the importance of demonstrating love and compassion to the person next to them on the pew.

Church #3 absolutely excelled in this area.  Not only did they do all the right things, they did all the right things right.  Everyone’s welcome was genuine and authentic so by the time I met the pastor I was already sold.

Sin #2  Failing to make visitor acknowledgements an integral component of the service and not an afterthought.

It was amazing how many churches did not acknowledge visitors from the pulpit or if they did so it was obviously a perfunctory duty rather than an honor and privilege.  You never know if that person entered your sanctuary as a last effort to convince themselves that suicide isn’t the answer or to find sanctuary from a personal hell.  How dare we take them lightly!  Imagine if that individual on the verge of suicide had visited Church #2 where the coldness was palatable, how likely would that experience change their mind – or would they think “See, I knew I was worthless, even the people in church gave me a cold shoulder.”

Welcoming those God has sent to you is an honor and should not be taken lightly.  The pastor should personally welcome them to the service.  Change your routine and what you say when you welcome them, especially if you stream your services over the internet.  I know some pastors who do things from rote memory so that people can pray and welcome visitors along with them and not miss a syllable.  How do you welcome guests to your home?  Is it in exactly the same manner each time?  Why should these honored guests be any different?

Sin #3:   Failing to follow the Biblical principle of sowing.

Having visitors complete a welcome packet card or a “communication card” is nice but why should they?  What have you done for them?  You are asking a stranger to give to you but you offer nothing in return.  Where is the exchange?  Church #5 did this well, they gave each visitor a message on CD before asking the visitor for anything in return.  Only one church used the most effective method, giving visitors the opportunity to meet the pastor.

Church is built upon relationship – relationship with God first but on the human level, people need a relationship with the person to whom they are submitting their spiritual lives to.  Only Church #3 got this one right – they held a reception immediately after service.  I was given a gift bag, some refreshments, a CD and the opportunity to meet the pastor.  It doesn’t matter if you are pastor of a mega church, you can afford to spend 10 minutes after service meeting as many visitors as you can…in fact, you can’t afford not to.  Remember, if you give, it will be given unto you…

Sin #4:   Failing to have a visitor strategy in place

Each person who crosses the threshold of your sanctuary is an opportunity for you to minister to them.  They may relate with you as a potential member (if they are local) or a potential partner (if they are out-of-area) but it will be one less person who is “unchurched,” one less person left with no spiritual covering.  Because they came to you they would be considered “warm leads” in other words, you didn’t have to go to them to convince them to do something – they came to you which put the ball in your court.  Did Jesus ever pass up an opportunity to minister to someone who sought Him out of a crowd?  No, He always asked them what He could do for them.  We cannot afford to do any differently.

If you don’t have a follow-up strategy in place for visitors put one in place NOW!  This is one time an exception is in order because a clumsy attempt at follow-up is better than none at all.

Sin #5:   Failing to follow-up in a timely manner

The one thing Church #2 had going for it was the timely follow-up. Within 48 hours I received a phone call from the pastor’s wife.  It was not a pre-recorded call but a live call.  She was warm and genuine.  In fact, her call made me make a second visit to that church even though everything else was wrong.  I originally attended the first service so the second time I visited the second service in case the people who were more compassionate just preferred to sleep in.  I still found no warmth or compassion but that phone call made me give them a second look.  That’s how important timely follow-up can be to a person’s decision to give you a second chance.

Church #1 follow-up was a form letter sent several weeks later:  the length of time was unreasonable and the fact that it was easy to tell it was a form letter made it ineffective.    Church #4′s follow-up was a phone call and an email several weeks later; the timing was off but the personal touch was appropriate.

Sin #6 :  Failing to follow-up for the right reason

Each visitor must be seen as a gift God is sending to you because of the anointing He has placed on you and the spiritual need God knows that person has.  If the goal of your follow-up strategy is to increase your membership or your revenue, then save the time, effort and resources.  This is not about church growth; it’s about following the mandate in Acts 10:38.  Church growth will come organically if your motive is to touch more people with the gospel.  However, if your motive is to get more members or more money, then your follow-up strategy is no more than a form of manipulation.

Sin  #7 – Failing have a visitor centric mindset throughout the ministry

Often, when we think of visitors we think of those who sit in the sanctuary on Sunday morning.  However, if you have other ministries that a person may participate in even if they are not a member, you need a visitor strategy in place and that includes for children’s ministry, teen or youth ministry or singles ministry.  Wherever there is an opportunity for someone to experience your church for the first time, you owe it to the visitor and to your calling, to have a way to extend your relationship with them.  Think of the number of times a teen will invite a friend to a roller skating party; or a married couple will invite a friend to a ministry event; or a stranger attends your health fair – what do you have in place to follow-up with each of those situations?  You may need a different strategy for each of them but if the result is that a soul is saved it’s like the 99 sheep Jesus spoke about..that one that was lost was worth whatever it took to get it back!

By the way, here is the score card for those five churches:

¹I did return as a result of the excellent follow-up.  Regrettably, the second visit was a repeat of the first.

²Because it was Youth Sunday I did return to get a feel for the regular service. On the second visit they did much better; regrettably, if the first experience is poor, there usually is no second chance

*Motive Gift Assessment goes beyond the typical personality assessments.  It not only describes who you are but why and understanding the “why” makes all the difference in the world. Call us for more information.

In Summary

There are a plethora of strategies that will help you avoid committing these 7 Deadly Sins.   It is so vitally important that you find a strategy that is right for you.  Each congregation/organization is different, each pastor/CEO has a different vision and each demographic requires  a different touch.  All of those things must be aligned for a strategy to be successful. None of these 7 deadly sins are the unpardonable one but be sure to call us if you think you’ve been guilty of any of them.

Whenever I visit a church, whether for business or pleasure, I pay close attention to the guest experience. I find myself saying, “That’s an awesome first impression!” or “Wow, that’ll turn ‘em away!”  In recent months I have visited churches with varying demographics in several states, ranging in size from 45 attendees to over 20,000.  During each visit I followed any instructions given to visitors; I completed any visitor card provided and also completed the offering envelope.  In this newsletter I will describe my experiences, then next month I’ll share what worked, what didn’t and why.  My hope is that you will compare the “first impressions” I received at these churches with those your visitors experience.  Note:  Before I attended any of these churches I first researched them on the Internet – more on that next month as well…

Church # 1 .

• I was warmly greeted at the door. There were no ushers to direct me so I found a seat.  After a few minutes a woman came to where I was sitting and asked, “Is this your first visit?”  When I answered in the affirmative she quickly brought me some material.  It included a pamphlet about one of the pastor’s books, a welcome letter and a card for me to fill out.
• The people were very friendly and introduced themselves as they found their seats.
• Praise and worship was painful – no  one was on key and the drums overpowered everyone – and lasted 45 minutes.  The lyrics were shown on a small screen.  Several typographical and grammatical errors were noted.
• I saw no sign of children’s services or anyone to ask.
• The pastor wore a suit and attendees were in typical Sunday attire.
• Visitors were acknowledged from the pulpit; they were not asked to stand.
• The message was excellent; however, the pastor was interrupted several times for various announcements.  Things seemed disorganized, which made the service very long.  There was no call for salvation. There was an altar call for those who needed healing.

Follow-up:  Received a welcome letter almost two months after I attended.

Church # 2

• As I entered the parking lot a sign said “Preschool drop-off.” I saw no other directions so I followed the sign.  A parking lot attendant directed me to a parking space and I inquired, “Is this for the sanctuary?”  He responded “uhh, yeah” with a sarcastic tone.  I responded, “This is my first time here so I wanted to be sure this wasn’t for pre-school.”  He then apologized and welcomed me to the service.
• Inside, I was greeted at the entry door and followed the signs to the auditorium.  There were great wall murals for the kids and it seemed like a very kid-friendly place.  The auditorium was pitch black; I had to grope to find my way until my eyes adjusted to the darkness.
• There were no ushers so I seated myself.
• The music was pretty good, though no one in the audience participated.  They stood emotionless and watched the praise team.  Praise and worship lasted for about 15 minutes, people were told to greet those around them and then service began.
• Visitors were directed to complete a “communication card”.
• The pastor wore jeans and attendees were in very casual attire.  He taught for about 30 minutes (excellent message), they took the offering, made a few announcements and it was over.  From start to finish the entire service lasted one hour.
• There was no call for salvation; people were invited to come speak to the pastor as he stood down front.

Follow-up:  Within two days I received a phone call from the pastor’s wife thanking me for worshipping with them. It was not a pre-recorded call.  A few days after that I received a welcome letter.  Since my visit I have received multiple communications from the church via mail and email.

Church # 3

• As soon as I turned into the parking lot, there was a sign that said, “If this is your first visit, turn on your headlights,” which I did.  I was then directed to a special parking area.  The attendant welcomed me and walked me to the door where I was greeted again.
• The person introduced herself to me (first name) walked me to the auditorium and gave me a tour along the way.
• Praise and worship was great; the audience joined in and praised God.  The people were invited to greet their neighbors.
• The pastor wore jeans and the attendees wore a mixture of casual and Sunday attire.  He spoke for about 45 minutes (excellent message) then invited the visitors to meet him outside the auditorium at the end of service.
• There was a table in the lobby where I was asked to fill out a card and then was given a gift bag (the kind with tissue paper, not a plastic bag).  The bag contained a message CD, some delicious cookies, a pad and a pen (all branded with the ministry name and logo).  I was greeted and welcomed by the pastor.
• There was no call for salvation.

Follow-up:  None.

Church # 4

• No one was at the outer doors to greet me.  I followed the signage to the auditorium.
• Greeters gave me a program at the door and I seated myself.
• Because I didn’t see any sign of children, I inquired about the children’s services and was directed to the information desk.  The gentleman at the desk was very friendly but could not answer my question.  A woman overheard our conversation and came over to talk with me.  She asked if this was my first time and when I said it was, she had the gentleman hand me a plastic visitor’s bag.  The bag contained a welcome letter, a coupon for a free chicken sandwich at a local fast-food restaurant and a coupon for free coffee and a donut in the church’s Café at my next visit.
• This was Youth Sunday so the young people handled the music and the youth pastor spoke.
• Good music, but again the audience did not take part.  Like the folks at church #2, they just stood and watched the praise team.  The audience was asked to greet their neighbors.
• The pastor wore jeans and the attendees were in casual attire.  The message was very good and lasted about 45 minutes.
• Visitors were not acknowledged.
• There was no call for salvation.

Follow-up:  None

Church # 5

• Signage directed me to the sanctuary parking lots (there were several).
• Greeters stood at the outer doors and ushers stood at the doors to the sanctuary.
• Praise and worship was great, with active audience participation.
• The pastor invited visitors to stand as he welcomed them.  Ushers gave us a sealed package.  A few of the people seated around me welcomed me to the service.
• The message was excellent and lasted about 45 minutes.
• I did not open the package until I arrived home (there were no instructions given as to what to do with the materials when they were given to us) and in it I found a card to complete.  However, the card did not have a return address on it so I could do nothing with it.
• There was a call for salvation and to join the church.

Follow-up:  None

Good Word was taught at all the churches: which church do you think I’d be most likely to attend again?  Which would I never return to?  Tune in next month to see which churches turned me away (though they did not do so intentionally), which received multiple visits and why.

A recent Pew report³ paints a more dire picture:

• Most American Christians believe many religions can lead to eternal life and the majority believe you don’t have to be Christian to go to heaven.
• 65%  of all Christians believe there are multiple paths to eternal life rejecting the exclusivity of Christ’s teaching
• More than half of white mainline Christians and white Catholics say Hinduism can lead to eternal life (33% of white evangelicals and 44% of Black Protestants believe the same)
• 46% of white Christians and white Catholics and 26% of white evangelicals believe that many religions lead to salvation and that even atheism can lead to eternal life.

 The Church has a lot to do – and a lot to answer for if so many “Christians” view the path to heaven to be so wide as to include Hinduism and atheism.  The bottom line is that doing things the same way isn’t going to get the job done…because if we were doing it right 66% of the world’s population would be in the Body of Christ and NO Christian would believe anything except what Jesus said, “I am the Way, the Truth and the Life, no man comes to the Father except by Me.”

“If you always do what you’ve always done you’ll get what you’ve always got.”  That phrase may not be grammatically correct but it is accurate.  Afterall, the definition of insanity is “doing the same thing but expecting different results.”  The church of the past served its purpose but it is no longer getting the job done.  That is why a Barna⁴ survey found that the number of unchurched Americans (those who have not attended a religious service of any type during the past six months) has reached 100 million.  It is no wonder so many fail to see Jesus as the only way to salvation.  How can you make a difference?   Fulfill your vision but first create a strategic plan.  God has one and so should you.  Before you even begin the planning process there are three steps you should take:

1.   ASK YOURSELF “WHY?” 

 “Why do we do this?”  Why do we do it this way?”  What was its original purpose and does it still apply?”  Jesus spoke vehemently against tradition so we must guard against falling into its trap.  There’s a story of a young girl who asked her mother, “Why do you cut the corners off the beef roast before you cook it?”  The mother had to admit she didn’t really know so she called her mother, “Mom, why do you always cut the corners off the roast before you cook it?” She thought for a minute and realized she didn’t really know so she called her mother, “Mama, why do you cut the corners off the roast before you cook it?”  Her mother replied, “I only had one pot and a pot roast never fit in it so I trimmed the corners so it would fit.”  There were two generations who had maintained a tradition for reasons that no longer applied.  It would have become a tradition of yet another generation had the daughter not asked the simple question, “Why?”

2.   LOOK AT THE MAN IN THE MIRROR

When change is needed the first place we should always look is in the mirror.  Honestly assess where you are flowing in your anointing and where you are not “wired” to function in that role.  Pride is insidious because we seldom recognize it within ourselves but that doesn’t mean it doesn’t exist.  There is a difference between being tenacious and bull-headed.  It’s ok to admit, “I don’t know the best way to get from A to B, I just know we have to get to B.” Pastors and visionaries are often the last to realize that they don’t know how to accomplish their vision.  There’s nothing wrong with not knowing but there is something wrong with not knowing and not listening to those who do, it’s a five letter word that precedes “ goeth before the destruction and a haughty spirit before a fall.”

The saying “Jack of all trades and master of none” is a true statement.  Yes, there may be a lot of things you can do but are they the things you should do?  At the end of the ages, God is not going to assess any of us on what we were capable of doing but on whether or not we fulfilled what He called us to do.  The more time you spend on what you can is time lost from doing what you should do.  If you were called to preach, then preach but don’t try to do marketing, graphic design or administration.  God has given those gifts and anointing to others – let them flow in their anointing and you will be able to flow in yours.

3.   REALIZE THAT GOD HAS ANOINTED OTHERS TO HELP YOU

You may recall when Solomon was building the temple he did not have the skills that were needed among the people of Israel. He had to go outside his nation/congregation to acquire what was necessary to get the job done.  He sent for Hiram of Tyre to do the work that was required.  It is often difficult to take an honest, hard look at ourselves because we judge ourselves by our intentions (yet we judge others by their actions).  We can always justify why we did things a certain way or got certain results and we’ll thing those reasons make it okay unless we have the help of an unbiased, impartial third-party.  A mother never thinks her child is ugly though others can clearly see it.  Everything you have done in the past is “your baby” and it may be difficult to let go of it or admit that it has no purpose other than that brings comfort (often the foundation for tradition).  However, God knows that which is why He has anointed others to fill that gap on your behalf.  Invite them to the table.  If you are really serious about making a difference; if your focus is on advancing the Kingdom and fulfilling the call on your life; if the results of the past are insufficient for your future, then create a strategic plan with the help of those who are anointed for that process.  They can help you create your future and fulfill your vision.

If you haven’t created a plan for 2010 it’s not too late but don’t wait too long…153,000 people die each day and over 100,000 are making Hell their eternal home.

¹http://www.hebrew4christians.com/About_HFC/Death_Rate/death_rate.html
² http://www.adherents.com 
 ³ http://www.articlesofinfo.com/article.php/19-12-2008Many-Americans-Say-Christianity-Not-the-Only-Way-to-Eternal-Life.htm
⁴ Unchurched Population Nears 100 Million in the U.S., Barna, March 2007

Remember, your attitude was formed over a period of five years and you’ve practiced it _____ (your age minus five).  You won’t change it overnight, but you will change it if you are persistent and consistent.  Success will then follow.

“I achieve great things because I make a difference!”

Raising customer service levels in ministry is a necessity.  A study was conducted on why people leave church revealed some disconcerting statistics:

•  1% die
• 3%  move away
• 5% leave because of other relationships
• 14% leave because they don’t like what is taught
• 68% leave because of an attitude of indifference demonstrated to them by an employee/volunteer.

 In many ministries member care is the responsibility of helps ministry; pastoral care, ushers, greeters, etc.  If the ministry is large enough to have a call center or prayer center then those departments also assume responsibility for member care.  However, everyone serves a member; some serve the member directly, others serve the staff (enabling them to serve the member) but all in all, the entire ministry is responsible for serving members.  Barna Research conducted a study not too long ago and the findings are most disturbing:

 Human beings could NOT be reached at 55% of the nation’s churches.

• Twenty percent (20%) had neither a person nor an answering machine.
• Sixteen percent (16%) had an answering machine respond to all calls.

People call churches because they are in need so is there a wonder members feel disconnected from their church when the result of a phone call is endless ringing or an answering machine? 

Eight Member Care Tips

 1) Smile, then answer your phone. A caller can “hear” a smile so be sure to wear one.  Call forwarding and automated routing systems are detrimental to the health of your ministry. 

2) LISTEN, then respond with empathy and the resolve to “make it right.”

3) Provide a solution even if there is not an immediate benefit in doing so.

4) Whoever answers the call should “own” that member and make the necessary phone calls to resolve the complaint, don’t send them off hinder and yon to find a solution…find it for them.

5) Don’t say you’ll do something unless you are committed to doing it.  If you promise to call back make sure you do so, even if it is to say “I don’t have an answer yet but I’m still working on it for you.”

6) Watch what you say about members to your staff.  Your attitude about them will determine your behavior toward them. If you denigrate them using such terms as “special” and talk about how demanding, unreasonable, stupid, etc., they are your staff/volunteers will mirror that attitude.  Members should be revered and respected because God chose to send them to you. 

7) Treat your members as you want to be treated.  Remember the bad service you once received and the action you took as a result and resolve to never treat a member in the same manner.  Then remember the most wonderful service you ever received and determine to do it better.

8) Show appreciation; send holiday greetings, have volunteer appreciation functions, say thank you and say it often.

 Never forget that your members are not a nuisance, they are people who God has entrusted to your care.    Caring for members must be a ministry-wide value that is reflected from the Pastor to the maintenance team; then, and only then will you have earned the right to expect member loyalty.

We all have those periods in our lives, usually it is when we’ve rented space in the past rather than living in the now.  If you think about it, all we have is now.  The past is forever gone and the future never will be – because as soon as tomorrow comes, it is today, it is now. 

To live life to the fullest it is important that you live in the now.  Learn from the past and plan for the future but live in the now.  Don’t leave 2009 with regrets.  Look back only to see how far you’ve come but don’t park there!  Endeavor to maximize each day.  Keep your face to the Sonshine and you won’t see the shadows!  2010 is a year you’ve never experienced before – live it to the fullest!

Below are eight characteristics of leadership that Jesus portrayed.  I challenge you to measure yourself and your existing leaders against these qualities:

1.  Jesus knew His objective. Jesus knew exactly what He had to do.  He “set His face to Jerusalem” and let nothing deter Him from His goal.  There is nothing to focus performance on if there are no goals. Likewise, goals will keep you on a steady course in the midst of trials and challenges.  Every person in your ministry should have goals to which he or she is held accountable.  

• Do your leaders know their objectives?
• Do they have clearly articulated, written goals?  
• Have your leaders established goals for their direct reports? 

2,  Jesus knew to whom He was accountable. He not only knew to whom He was accountable (His Father), He had direct access and communication with Him. When communication comes through a third party, the recipient hears the heart of the one delivering the message, not the one who created it. Remember the old telephone game?  Every time a message is repeated, it becomes distorted. Lack of access diminishes accountability.

• Do you communicate to your leadership directly so they hear your heart or do you communicate through someone else?
• Do they communicate directly to you so you hear their heart or must they communicate to you through others?
• Are the lines of authority clearly marked in your ministry? 

3,  Jesus selected His team.  Jesus handpicked His team.  He knew His objective and therefore He selected people who would help Him accomplish it.

• Does your leadership have the authority to select their team or are people moved and around and simply assigned to them? 
• Do they know how to identify and select quality people?
• Do they select people who compliment them (know what they do not) or who mirror them?

4,  Jesus pushed against tradition while respecting the past. Jesus often quoted prophets of old but He was careful not to become bound by tradition. In fact, He abhorred tradition and chastised those who were bound to it. 

• Are your leaders afraid to push the envelope?  
• Do you frequently hear more about the past then you hear new ideas?  
• When new ideas are presented, are there some who push against them to maintain their comfort zone?
• Do your direct reports stretch you from your comfort zone?  Do they have permission to do so?

5.  Jesus was spiritually mature. Jesus spent much time in prayer, getting strength and direction. He was very careful to “do the works of the Father” and not His own.

• Are ideas born from prayer and fasting  – in other words are they God ideas or just good ideas?
• Is the Word final authority to your leaders?  
• Do they pray without ceasing?  
• Can you tell that they’ve been with the Father because they manifest the fruit of the spirit and not of the flesh?  

6.  Jesus selected the imperfect, not the incompetent.  All of the disciples were handpicked by Jesus and were accomplished in their profession:  some were successful businessmen, others were government employees but all were competent and skilled leaders.  Jesus selected men who had skills as well as a heart for ministry.

• Does your leadership possess the competence necessary to get the job done?
• Are their experiences and gifts related to the area over which they have been placed?  Or have they been they placed over an area for which they have no competence with the expectation that “the anointing” will make up the difference?
• Do your leaders know how to think for themselves or do they rely on what “the pastor” says to get things done? 
• Are they allowed to think for themselves or do you require that they “do as they are told?”

7.  Jesus served. Everything Jesus did was a form of service.  He knew how to submit to authority (render unto Caesar that which is Caesar’s) and He did not think it above Himself to serve those who followed Him (washing their feet).

• Are your leaders servants?
• Do they know how to follow?  
• Do they get in the thick of things if needed, whether lifting boxes or sweeping floors?  Or do they stand on their position and direct others even when their hands could be more useful hold ing the broom?  When was the last time you saw your leaders serving?

8.  Jesus prepared His successors.  Jesus taught and mentored his team – and thousands of years later we are still following their instruction. He was always taking his team aside to impart into them.  They could ask Him anything.  He knew what they were thinking, not just because He was who He was, but because He spent time with them. The true test of a leader is when their team can function and excel even in his or her absence.  The old mentality that the boss must be there for anything to thrive means either you have the wrong boss or the wrong staff.

• Do your leaders teach and mentor their successor or do fear and insecurity result in self-preservation?  
• Do you impart into your direct reports?
• Do you create opportunities to fellowship so that you get to know their heart and their mind?
• Are your leaders “indispensable” or do things move forward in their absence?
• Are your leaders confident enough that when things go well in their absence they are not threatened or insecure?

 Assess your leaders.  If they do not demonstrate these traits of Jesus, first ask yourself if you have empowered them to do so, secondly ask if you’ve mentored them and taught them how.  If the answer to those questions are yes but they still do not exemplify these eight characteristics then the only question you have left to answer is, “How quickly can they be replaced?”  Remember, you will never rise higher than those you have put in leadership.  If you are not at the level you know you should be, don’t move into 2010 with the same “lids” in place. Set your people free. You may be surprised at how quickly you rise