Posts Tagged steps
By Allen White
In my travels I’ve learned to automate certain things. By automate, I mean repeating the same patterns, not in an OCD fashion, but just so I don’t have to think about things over and over. For instance, I always park on the same level of the same parking garage. When I arrive home after several days on the road, I don’t have to think about where I parked. I parked in the same place I always park.
I do the same with the rental car companies. For years, I’ve used Avis. Why Avis? Someone way back when booked a couple of cars with Avis for me, so I just stuck with it for the same reasons as above. I never have to think about which rental car company I have.
I’ve also learned with Avis to use “Preferred” so I can skip the counter, go directly to the garage, see my name up in lights, find my car and get out of dodge. No lines. No conversations. I’m on my way.
The other day I received a new card from Avis in the mail. I had qualified for “Avis First.” I had no idea what Avis First even was. While airlines often change on trips, Avis is a constant. It’s automated. Now, for my “loyalty,” I received a new status. This qualifies me for free upgrades, but I’m guessing not free drinks, since they are a rental car company…and I don’t drink.
My next step with Avis First was activating my new status online. I went to the website, typed in my information, and received the following message:
“We’re sorry. You may not qualify for Avis First. Please contact customer service, blah, blah, blah.”
I felt almost special. Here this surprise came out of the blue only for me to discover this might have been a fluke. I would have happily stayed “Preferred.” I didn’t need to be “First.” But, Avis led me on. Avis promised me something, then quickly took it back. Then, I began to wonder how I’ve ever done that to other people myself.
How many times have I asked people to sign up for something, then not followed up with them? Did they feel “almost special”? The pastor invited them to host a group or teach a class or lead in some way. They said, “Yes,” then they never heard from anybody.
How many times on a whim had I tossed out an offer that I wasn’t prepared to follow through on? Now, from the size of the churches I’ve worked with, I could probably make some excuse about the sheer numbers of responses. But, to the person who took me up on the invitation, the only response they were thinking about was theirs. If I gave them a bad experience, how likely would they be to stick their necks out again?
An invitation without a next step in place is a disaster. If you invite someone to lead a small group, what’s the next step? Often I’ve offered the next step immediately after a weekend service rather than asking them to come back during the week. If people are open to joining a group, do we make them wait for us to process a card or send them to a website? What if the card gets lost or if I get lazy, do they feel “almost special”? What did it take for them to say “yes,” and will I ever get that “yes” from them again?
A good idea without a next step is a bad idea. So is a good idea with two or three or five next steps. What does this look like?
Step 1: If you’d like to join us, please fill out a card.
Step 2: If you’re patient, we will reply to your card at some point after we’ve entered it into the database and figured out what we’re going to do for you.
Step 3: Now that you’ve patiently waited, we are going to invite you to a meeting to come back to, so we can give you more information about what you’re interested in.
Step 4: Thanks for coming to the meeting, if you’re really serious about this, we’d like you to join us for training so you’ll be qualified to do what you want to do. We’ll send you some information on when the next training is coming up.
Step 5: Thanks for joining us for training. You are now qualified, provided that your a member of the church, complete an application, and set up a time to be interviewed.
Step 6: Thanks for submitting your application, we will contact you about a time for your interview.
Step 7: Welcome to your interview. Let’s take some time to get to know each other and see where you can serve in our church (or can’t).
None of these steps are bad, but every additional step increases your margin for error. Either someone on your team will drop the ball by not following up with the person, not getting an email on time, or is just too busy to pick up the phone, or the person who was interested lacks the gift of perseverance and gave up somewhere around Step 3.
The next step should be both clear, accessible and somewhat automated. If you want to gather some friends and do the small group study, give us 10 minutes after the service, and we’ll give you enough to be dangerous and an experienced leader to help you. No cards. No waiting. No endless communication loop. Briefing, boom, you’re good to go.
Avis finally got their act together. After I emailed customer service, I received a reply the following day saying I was indeed special and qualified for Avis First. Granted, I wanted to feel special sooner via their website, but now I am special nonetheless.
In a couple of hours, I will pick up my first special car with Avis First. If “special” means Crown Victoria, I’m not going to feel so special…unless it’s equipped with lights and siren.
By Allen White
Now that your group has spent a few weeks together in the Fall study, you probably have a sense of whether or not you actually like each other and want to continue as a group. Your first thought might be “Continue? What? I thought that this was a six-week commitment.” And, you’re absolutely right, this was only a six-week commitment. I want to thank you for honoring your commitment. This six weeks has been significant in the lives of your group members.
This is not bait and switch. Six weeks is six weeks, fair and square. If you aren’t planning to continue with your group, we do need to think about a couple of things:
1. Is there anyone in your group who has shown interest in continuing the group? If you group has passed around the leadership each week, you probably have a sense of who would be capable of moving the group forward. Who truly cares about the group? Who has attended the most faithfully? Who called when they couldn’t make it? These are the people who care the most about the group and very well could lead the group forward.
2. If there is no apparent leader, are there other groups that you can recommend to your group members? Check to see if there is another group like yours or if there is another group that meets nearby. Don’t just send your group to the wolves, I mean the web. Point them to a couple of specific choices.
If you want to continue with your group, now is the time to decide on your next study. This is the fourth week of the study. It usually works best for groups, especially new groups, to decide on their next study before the current study ends. There are so many choices for studies out there that a period of indecision, even just a couple of weeks, could easily cause your group to falter.
If your group would like to follow the next series at Brookwood Church, we will spend the eight weeks following The Me I Want to Be series looking at the Beatitudes (Matthew 5:1-13). There are a couple of options that I would like to recommend for your group:
1. Life's Healing Choices is an 8-week study from Saddleback Church. Rick Warren teaches on the DVD. There is also a hard cover book that you can read along with the study.
2. Living a Blessed Life by Lance Witt, a teaching pastor at Saddleback Church, is a 6-week study. This study is an enriching, verse-by-verse discussion of the Beatitudes. A teaching DVD is also available.
Click Here for more information on Living a Blessed Life.
3. Message Discussion Guide. The discussion guide is written and posted every Sunday nearly year-round. The guide will help your group apply the teaching from Perry's messages to your daily life. It is available as a download at brookwoodchurch.org/discussionguide
Now if your group has been around for a while or if none of these studies interest you, you are welcome to study what your group is the most interested in. We have a wide variety of Small Group DVDs at the Brookwood Bookstore including studies by Andy Stanley, John Ortberg, Chip Ingram, and many others. You can check the DVD out of the Small Group Library, and then just order the books that you need for your group. When your order comes in, your group members can purchase the study guides from the bookstore.
The most important thing is to make a decision in the next week. If your group is new, you may find that they don’t have much of an opinion about the next study at this point. That’s okay. Just choose one of the options I mentioned for the Beatitudes study and go from there. If you have any questions, your coach will certainly help you.