10Signs You Need a

TWork Day at Your Church

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10Dust bunnies outnumber church mice 3 to1

9The baptistry was declared a wildlife refuge by Ducks Unlimited

8Members are using the restroom at the gas station next door

7Mildew on the sanctuary wall has appeared in the image of the Virgin Mary

6Teenagers feel right at home

5A local farmer offers to buy the hay off your church lawn

4Guests stick to the pews after their third visit

3A Volkswagon wan of hippies who’ve been missing since 1969 are pulled from a parking lot pothole

2The ushers kick up a rabbit out of the orange shag carpet during the offering

1The pigeons in the belfry have petitioned for better living conditions

A Philosophy of Ministry for the Five Star Church

Christ first,others a close second.

Core Competencies ofthe Five Star Church

1. INVITATION2. INNOVATION3. INSPIRATION4. IMPLEMENTATION5. INFORMATION

McDonald’s Ten Commandmentsfor Customer Service

1. The Customer is the most important person in our business.

2. The Customer is not dependent on us—we are dependent on the Customer.

3. The Customer is not an interruption of our work; but the purpose of it.

4. The Customer does us an honor when calling on us. We are not doing the customer a favor by serving him/her.

5. The Customer is a part of our business, not an outsider. The Customer is our guest.

6. The Customer is not a cold statistic, but flesh and blood: a human with feelings and emotions like our own.

7. The Customer is not someone to argue with or match wits with.

8. The Customer is one who brings us his/her wants. Our job is to fill them.

9. The Customer is deserving of the most courteous and attentive treatment we can provide.

10. The Customer has the right to expect an employee to present a neat, clean appearance.

Principle One:Serve people better

and glorify God.

Principle Two:Practice what we preach.

Only in America…

…can a pizza get to your house faster than an ambulance.

Only in America…

…do drugstores make the sick people walk all the way to the back of the

store to get their prescriptions.

Only in America…

…do people order double cheeseburgers, large fries, and

a Diet Coke.

Only in America…

…do banks leave both doors open and then chain the pens to the counters.

Only in America…

…do we leave cars worth thousands of dollars in the driveway and put

useless junk in the garage.

Only in America…

…do we buy hot dogs in packages of ten and buns in packages of eight.

Principle Three:Focus on improvement.

Types of Customer Service1. The freezer approach.

2. The factory approach.

3. The friendly zoo approach.

4. The quality customer service approach.

Principle Four:Select gifted leaders and

lead/resource them accordingly.

Principle Five:Emphasize excellence in every

area of ministry.

Principle Six:Invest time, energy and money in

ongoing training.

Trained Staff Members1. …are more effective.

2. …are more fulfilled.

3. …are less transient.

Trained Staff Members4. …attract quality

associates and members.

5. …raise the quality quotient.

Principle Seven:Never delegate core values.

Principle Eight:Provide a safe, secure

environment to share ideas.

Principle Nine:Build a team mindset.

Principle Ten:Eliminate trite slogans.

Lessons Learned from• The competition is anyone

the customer compares you with.

• Pay fantastic attention to details.

Walt Disney

Lessons Learned from• Everyone talks the walk.

• Everyone walks the talk.

Walt Disney

Lessons Learned from• Customers are best heard

through the ears.

• Reward, recognize and celebrate.

Walt Disney

Principle Eleven:Avoid numerical goals.

Principle Twelve:Give people ownership.

Nordstrom Employees’ ManualRule No. 1:Use your good judgment in all situations.

There will be no additional rules.

Principle Thirteen:Vigorously educate people.

Principle Fourteen:Head into action.

A Culture of OperationalExcellence

1. EXPLORINGA life-long process of learning.

2. INVITINGA life-long process of sharing.

3. CELEBRATINGA life-long process of rejoicing.

On Becoming a Five Star

Church

1. Get real!

2. Employ a secret church shopper.

3. Discuss evaluation and measurement.

Remember theFactor!WOW

Sweat the Small Stuff1. Quality in the physical arena.

2. Quality in the program arena.

3. Quality in the spiritual arena.