Here at the Global Leadership Summit 2016, Horst Schulze, former president of Ritz Carlton, just shared some key insights for church leaders on serving customers. For many churches, the starting point to serving their “customers” better is actually simplifying what to offer them. We serve people best when we offer a clear, simple discipleship pathway. You can take the steps required to start defining yours with our free download, Eliminating Program Clutter With A Discipleship Path.
As Horst Schulze discussed organizational excellence and efficiency, three particular points stood out as critical to church leadership:
Management vs Leadership
Schulze shared that over a hundred years ago, workers were viewed as doing little more than performing a function. Even today, we still tend to do that in the ways we “lead,” directing people on exactly what should do rather than empowering them to pursue the mission.
When You Develop a Process, You Can Improve the Process
Schulze explained how process-improvement takes place in the hotel industry. Often, the real problems exist several steps away from the symptoms. In most churches, the processes have never been clearly mapped out. With that, time is spent addressing symptoms while real problems remain. That’s one of the reasons our team believes so much in building a clear discipleship pathway. Once you’ve defined it, you can improve it.
By the way, as Horst Schulze was talking about the hospitality industry, I imagine you were thinking about the First Impressions experience at your church. Mark Waltz’s book, First Impressions: Creating Wow Experiences In Your Church is an excellent resource to help you improve in this area.
Efficiency Is More About Focus Than Cost-Cutting
When leaders just look for ways to cut costs, they end up watering down their customer experience and brand. True efficiency is about getting focused, eliminating work that is less important, and making a greater impact by delivering on the things your customers value the most. When you think about it, efficiency is closely aligned with the principle of stewardship. It’s about making the greatest possible impact with what we’ve been entrusted.
By the way, the free download Eliminating Program Clutter With A Discipleship Path will help you become more efficient by getting focused on the right things.