Creating a Customer Service Strategy


Churches and nonprofit organizations are becoming more aware of the need to identify who their customers are and strategically taking steps to create a positive experience. In the church, customers can be defined as members, volunteers and employees.

Creating a positive experience for these key customer groups is important because members fund the church, volunteers are the labor and employees facilitate the process. Read the Full Article →

6 Survey Questions to ask Church Visitors

first time visitor survey

Attracting visitors to your church is the first step in achieving church growth.

Understanding the visitor experience can provide valuable information that can be used to create a first time experience that makes the visitor want to come back and hopefully join the church.

When I visit a church there are several things I pay attention to. I like going someplace that is welcoming, comfortable and consistent with my belief system. Read the Full Article →

Human Resource Planning in the Church Environment

cm planning

Churches are established to help people and it takes people to do that work. The challenge for churches is that the majority of the workforce is in the form of free labor that we refer to as volunteers. This creates a dynamic that is unique to churches and the nonprofit world.

The term human resources represents the people who make up the workforce (paid or volunteer) of an organization. Read the Full Article →

New Church Staff Evaluation Book

Working with church leaders has helped me recognize quite a few need help when managing employees and often feel vulnerable when asked to “assess” employee performance. Many are challenged with  trying to manage the day-to-day operations of a ministry and keeping employees focused on those things that are most important to church strategy.

Many church leaders dread the annual performance appraisal process, partially, because it’s a time consuming process but, more commonly, because they don’t have the training or expertise to assess employee performance painlessly. Read the Full Article →

10 Checklists to Help Manage Church Operations


One of the many responsibilities that church leaders have is managing employee performance. This includes setting expectations and monitoring how work is completed.

Job functions that require multiple steps or programs that are multifaceted can be difficult to make certain that each step or facet is completed on time and as expected. One way to manage these types of jobs is to use work checklists. Read the Full Article →

8 Keys to Effective Church Management

church management


Effective church management is the appropriate administration of church resources. There is sometimes resistance to labeling church management as a business function, but whenever there are people and money involved, there needs to be structured business practices to ensure resources are managed and used appropriately.

Churches are unique in that they rely on donations from members and have a responsibility to be good stewards with those resources.   Read the Full Article →

Church Job Descriptions – 7 Questions to Consider

job description

Managing employees is one of countless church leader responsibilities, and employees need to know what managers expect of them so they can successfully perform their job duties.

Successful organizations put systems in place to help manage employees and the job description is part of that system. Employees need to know what is expected of them and who to go to with questions or concerns. Read the Full Article →

3 Ways to Manage Church Conflict


There is a common phenomenon in the church today. People get offended, conflict arises and people leave the church. Very often there is miscommunication, or no communication, and when there is a gap in information people fill in the blanks. Oftentimes what they fill the gap with is inaccurate or untrue.

I had a pastor recently share about a member who left the church because they didn’t agree with a purchase that was made – a purchase that was approved by the board. Read the Full Article →

Is Your Church Culture One of Trust or Suspicion?


I don’t know if you listen to Andy Stanley’s leadership podcasts or not but if you don’t it is a great resource for church leaders. Anyone who has ever listened to Andy knows that he is a great communicator and addresses many of the challenges church leaders face every day.

One of his recent podcasts titled, Trust vs Suspicion is a great teaching on how to steer a church employee culture toward trusting that others are doing the right thing and encouraging employees to demonstrate behaviors that warrant trustworthiness. Read the Full Article →

Do your employees like working for your church?

church employee satisfaction 80 percent

Churches have a business model that is very different from other organizations. Members fund the operation, volunteers do the labor and employees facilitate the process. This model creates a unique employee experience which merits focus, attention and care.

People who work for a ministry do so because they feel called. This calling gives them the grace to work through the many challenges that come with being a church employee.   Read the Full Article →