This translation is not completely accurate as it was automatically generated by a computer.
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A UMNS Commentary
By the Rev. Sheila Fiorella*
Oct. 11, 2010
The Rev. Sheila Fiorella breaks communion bread at a New Day United
Methodist 2009 Easter service at Town Park in Mansfield, Texas. UMNS
photo courtesy of New Day United Methodist Church.
View in Photo Gallery
The people who come through the doors of our church have
expectations. They’re making decisions as consumers at first. Whether
they return rests on their entire experience with our community. Those
people leave asking the same questions they ask of businesses throughout
the week: “Was this worth my time? Do the people care about me? Am I
valued here?”
How will our guests answer these questions? How do you answer those
questions? We’re up against a competitor that is fierce, and I’m not
talking about Satan or other churches. The other churches in town are on
our team. They’re leading and loving for the same reason we are.
Our competition, the rival that will keep people away from our
church, is any business, service or experience our guests have
encountered recently. That includes restaurants, malls, golf courses and
amusement parks. First Bank (not First Church), United Parcel (not
United Methodist) and Grace Medical (not Grace Community) set the bar
for service.
According to Mark Waltz, author of “First Impressions: Creating Wow
Experiences in Your Church,” that competition doesn’t happen only on
Sunday mornings. (The ideas I share here are from his book.) The
competition for our guests began when they were wowed in another
environment. One or more of our guests shipped a package to the other
side of the country last week, assured it would arrive by noon the next
day. Some guests picked up laundry at a local dry cleaner, pleased their
shirts were treated with medium starch and ready the next day as
promised. Guests were greeted by name at their local coffee shop and
rewarded with free drinks because they’re regular customers.
Our guests have great expectations formed from experiences of
excellence and reliable care. Although too much of their world is merely
adequate, they know excellence, and they return to places where they
experience it. Let’s not forget the intense competition that comes from
warm, cozy beds, especially if you’re not a morning person. After all,
competition in the mind of the consumer is about the value of the
experience. Will our guests’ experience in our church be worth getting out of bed?
When people matter, guests are wowed
Cash Thompson greets guests arriving to worship at New Day United
Methodist Church in Mansfield, Texas. A UMNS web-only photo courtesy of
New Day United Methodist Church.
Competition for experiences that affirm the customer’s value is so
intense in today’s culture that consumers often base the quality of any
business — or church — on the first few seconds of their experience. The
people of our congregations should be able to communicate to potential
guests why they should be at our church on Sunday morning.
A saying goes: “You only have one chance to make a first impression,”
and that is certainly true. Sometimes we expect great things, and the
reality falls short. But consider lasting impressions. Some of the
impressions you’ve had of a business, or church, for that matter, didn’t
come within the first few minutes of your experience; they happened
later. But they stayed with you.
Try this quick word-association exercise. Look at the following list
and think about or jot down your first thought about each place:
McDonald’s, your bank, your church, Starbucks.
Now evaluate your responses. Which reflect your feelings from your
first encounter? Which describe your thoughts either now or at the end
of your experience with that place? What does this tell you about the
impressions we keep? These impressions help us decide to return or to go
someplace else. Organizations that understand the lasting nature of
first impressions understand people matter. When people matter, guests
are wowed. And when guests are wowed, they know they matter. An
appropriate approach to consumerism is not to see consumers, but people
who matter to God.
The motivation to make a “Wow!” impression is not to better everyone
else in town. It’s not about stroking our egos, pleased with how
excellent we are. “Wow!” impressions matter because people matter. What
they think matters. What they believe matters. What they want matters.
What they need matters.
Meeting people where they are
High school students, Rachel Fiorella and Ashleigh Fleming, get involved
selling calendars during the 2009 launch in the Mansfield Activities
Center.
View in Photo Gallery
First impressions in church are about creating the atmosphere
expressed in Jesus’ invitation. The Bible tells us he said, “Are you
tired? Worn out? Burned out on religion? Come to me. Get away with me
and you’ll recover your life. I’ll show you how to take a real rest.
Walk with me and work with me — watch how I do it. Learn the unforced
rhythms of grace. I won’t lay anything heavy or ill-fitting on you. Keep
company with me and you’ll learn to live freely and lightly.” (Matthew
11:28-30, The Message)
I want to encourage you. Try these next faith steps. Here’s an action plan:
- The next time you dine out, talk with your dinner guests about
your shared experience. What disappointed you? Did the staff members do
the best they could with what they had? What would have created a “Wow!”
experience for you? Or was it a “Wow” experience? What made it so?
- At the end of your day or week, list your consumer experiences or
any other encounters you’ve had. When did you feel valued? What did
someone do or say that caught you by surprise in a positive way? When
were you wowed? How could an aspect of this “Wow!” experience be
duplicated in your church?
- Did you have the opportunity to show someone you value him or her this week? What did you do? What could you have done better?
People matter to God; therefore, they matter to us. If we can
faithfully follow Jesus’ example, the guests at our church will
experience forgiveness, acceptance and love. They will know they are
valued. Our guests will observe authentic, real relationships and want
to be part of them. It all begins with us meeting people not where we
want them to be, but right where they are. Great expectations. We all
have them. I sometimes wonder if what we expect from others is as much
as what we expect from ourselves.
*Fiorella is the founding pastor of New Day United Methodist Church
in Mansfield, Texas. Commentary adapted from the New Day website, Sept.
30, 2010.
News media contact: Barbara Dunlap-Berg, Nashville, Tenn., (615) 742-5489 or newsdesk@umcom.org
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