These are comments you never want to hear as a leader in your church.
- “I visited your church and checked a box on a card, but I never heard back from anyone.”
- “I spoke with a staff member, and they said they would call me, but I never got a call.”
- “I attended a training meeting and volunteered to help, but no one followed up with my next steps.”
When I hear statements like these, I cringe inside. Not because I think churches and people are required to be perfect (no organization is flawless), but because 99 percent of the time the lapse was avoidable.
It’s the little things that make a huge difference.
It’s the personal touch, the second-mile effort and the keeping of system-based promises that make you and your church stand out.
Follow-up is the most underestimated advantage for church growth.
Your various forms of in-bound communication with church attendees constitute a system. For example, a tear-off card in your bulletin, registration using Wufoo or your ChMS.
An implied system-based promise says when a church attendee reaches out or responds to you using your system, you will respond. To say it another way, the very presence of your system is a promise that you will respond.
The larger your church becomes, the more difficult this is to accomplish, but the greater the impact.
The larger your church, the more you receive a little grace because people understand the law of large numbers. However, don’t let that grace allow you to get sloppy.
People need to know you care, and the only way they know you care is if you are willing to chase even just one.
It’s both tougher and easier for smaller churches. The number of people to keep up with is not as overwhelming, but a higher level of personal touch is expected.
When people know you care and that they matter, the potential for them to continue to attend and engage more fully is exponentially increased.
One of the best practical ways to make a sincere and lasting impact, and to advance engagement, is to make that phone call, send the text or respond to the request that’s been waiting for you in whatever way is most appropriate.
When it comes to people, follow-up is not ultimately about details and systems, it’s all about creating and maintaining trust. The details and systems are just a tool for engagement and relationship based on trust.
Five teaching points to train your teams:
1) Follow-up is a demonstration of integrity.
When you do what you say you will do, people learn that they can count on you.
2) Follow-up is an expression of your brand promise.
3) Follow-up is often the beginning of something new and special.
It’s amazing to discover the surprises God brings from our faithfulness in the small things.
4) Follow-up communicates that you value someone.
It lets them know they matter to you, and that you care.
5) Follow-up is often the door to a person’s spiritual growth.
The connection creates a relationship and fosters engagement. It gives you the opportunity to help someone mature in their faith.
Five practical tips for consistent follow-up:
1) Don’t build a church system you can’t sustain.
One of the biggest mistakes I see in follow-up processes and systems is that they are too complicated. Your system should serve you, not you serve the system.
One good rule of thumb is that if it takes you longer to deal with the system than to do the actual follow up, your system is too complicated. Teams won’t commit to complicated systems.
- Think people, not systems.
- Use systems, not people.