Simple Steps to Social Media Success

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

  1. 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?
  2. 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 groupsor 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?
  3. 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?
  4. 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?

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ABOUT THE AUTHOR

Thom Rainer

Thom Rainer

Thom Rainer is the president and CEO of LifeWay Christian Resources.  Prior to LifeWay, he served at The Southern Baptist Theological Seminary for twelve years where he was the founding dean of the Billy Graham School of Missions and Evangelism.  He is a 1977 graduate of the University of Alabama and earned his Master of Divinity and Ph.D. degrees from The Southern Baptist Theological Seminary. In addition to speaking in hundreds of venues over the past 20 years, Rainer led Rainer Group, a church and denominational consulting firm, from 1990 to 2005. The firm provided church health insights to over 500 churches and other organizations over that period. Rainer and his wife, Nellie Jo, have three grown sons: Sam, Art and Jess, who are married to Erin, Sarah and Rachel respectively.  The Rainers have six grandchildren: Canon, Maggie, Nathaniel, Will (with the Lord), Harper, and Bren. He is the author of twenty-four books, including Breakout Churches, Simple Life, Simple Church, Raising Dad, The Millennials, and Essential Church.  His latest book, Autopsy of a Deceased Church, was released in 2014 by B&H Publishing Group.

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comment_post_ID); ?> I am a senior citizen who has lived in many areas of the US, the farthest south being Virginia DC area. There are several church plants in the area--some failed, some doing well. One of the sadist failures was a plant in NW Washington near a large Presbyterian Church (I had been an elder in the church, so I knew the area) where changes in church doctrine was driving many away from the PCUSA churches. There were many mature Christians who lived in the area who were very willing to participate and give generously to the church. Its failure was a loss. The pastor and his wife lived in a VA suburb, wanted something that would appeal to their tastes, which included "praise music". There was a professional piano teacher and several people who had sung in choirs in the area. Their suggestions were completely ignored. Forget that there was joyous participation in singing hymns and silence by many for the praise music. The experienced church leaders that were attending were expected to seek the wisdom of the pastor who did not live in the area rather than have any role in leadership. There is another church plant in Northern Virginia that seems to be going the same way. My take: the pastors should get past their high-school and college days culture and get to know and appreciate the people of the community. Do not try to reproduce Intervarsity or Campus Crusade. Hymns are not a sin and "uneducated" (never graduated from college) should not be ignored as uninformed or stupid. People who have served in and/or live in the area are needed in leadership and not just to serve coffee and give. We all need to pray together and serve God in the community in which there is to be a plant. Glenna Hendricks
 
— Glenna Hendricks
 
comment_post_ID); ?> I like it Mac and do agree with your opinions on the matter. Thanks much
 
— winston
 
comment_post_ID); ?> In this era, we have the opportunity of professional church staff today who utilize their gifting to shape the image and atmosphere of the church organization. But the 100% real impact on the church visitors is genuine evidence of changed lives by the gospel and the active growing discipleship (just as it was in the first century church). One demonstration is financially rich believers ministering equally together with poor believers (how odd, and incredibly miraculous; all humble and bow at the foot of the cross.). It is the awesome contrast of church members vocations, race, gender, age, maturity, gifting, humility that demonstrates to visitors "there is a Spirit in the place". That first-time guest list of 10 are "physical excuses", not spiritual excuses. Those don't tell the story. The condition of facilities and publicly greeting people have zero to do with it. The power of God in and through believers lives dedicated to impact other people with their relationship bridge-building of acceptance of the lost around them. Empowered believers are infectious, loving, helpful, giving, self-less, dynamic, compelling, bold, Christ-filled. As I have been in many church settings domestically and internationally, the facilities can be poor, and yet the fellowship can still be rich. We need to operate with first church humility. People come to Christ on His terms, not on our human abilities of hospitality. A huge catastrophe in a community, disaster relief brings lots of people into churches – many come to the church in those terrible conditions no matter the physical condition of the local church. Off the condition of facility, and onto the condition of God's people (living stones).... and everything else will grow.... and the other physical issues will be corrected by the staff.
 
— Russ Wright
 

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