Rev! Magazine Web Extra for Mark Waltz article [see p. 59 of May/June 2009 issue]. From: First Impressions: Creating Wow Experiences in Your Church (Group Books, available at Group.com)

1. "I Didn't Know I Was Serving Today."

As I've talked to churches about developing their guest-services ministry, the most consistent question has been "How do I get people to show up?" Sometimes well-meaning folks will sign up and then never show up. Or many of those who do show up, show up late.

When people embrace a vision worth giving their lives to, and they derive value from serving, they will show up and serve as to Christ. Beyond that, simple communication will ensure every team member knows when he or she is expected to serve. Developing behind-the-scenes administrative teams and systems will help. Consider these ideas:

• Have an administrative person or team organize team rosters.
• Empower that same person or team to mail reminder postcards every week.
• Encourage team leaders to mail thank-you notes to their team members after serving over the weekend.
• Provide every team member with a schedule for the entire calendar year.
• Have team coaches encourage team members individually throughout the weekend, praising their specific efforts and unique contributions.
• Begin pre-service meetings on time. This will communicate the value of promptness in team members.

2. "What's Wrong With What I'm Wearing?"

Of course this question comes up on the spot, as your inappropriately dressed team member is greeting guests at the front door. People don't try to cross the lines; they often just don't know where the lines are. You cannot assume everyone shares your background, knowledge, or judgment. Again, upfront communication to everyone will minimize these surprises.

First decide what is appropriate in your church culture. For several years we expected all our First Impressions teams to dress a notch above the crowd attending our services. For us this meant we expected no denim, no t-shirts, and no tennis shoes. We expected pressed clothing and shined shoes. Our people were professional in appearance and service.

Now, several years later, our target audience has changed. Forty-five percent of weekend guests are eighteen to twenty-eight years of age. We've adapted our music and programming to be relevant to this generation and mind-set (while still reaching plenty of people well over twenty-eight). We've always been very informal and casual at Granger, but we are seeing more jeans, untucked shirts, and tennis shoes than we were three years ago. Our people dress in a variety of styles, indicative of the diversity of our weekend crowds.
We've always wanted our guests to see people like themselves when they arrive on campus. It's important to newcomers that they fit -- in age, appearance, and interests. As we evaluated this issue recently, we determined we would relax our expectations. Jeans are now OK for First Impressions teams. A more casual shoe is fine. An untucked shirt under a sweater works for the trendy, twenty-something greeter. We ask only for two things: authenticity and modesty.

To address the modesty question, we ask our team members not to wear t-shirts with printed logos or printed messages. We're not advertising for anyone, and we avoid debatable logos and icons. Also, as hip as they might be, we ask that they not wear jeans with holes or tears in them. To female teammates we've said, "If a guest drops something, and you bend to pick it up, people should still be left to wonder." Women are expected to dress modestly, avoiding miniskirts, neckline plunges, and tightly fitting clothing that draws attention to themselves. The goal for each of us is to point people to Jesus, not to ourselves.

3. "You Don't Need Me."

Paul addresses this remark in 1 Corinthians 12:14-20: Now the body is not made up of one part but of many. If the foot should say, "Because I am not a hand, I do not belong to the body," it would not for that reason cease to be part of the body. And if the ear should say, "Because I am not an eye, I do not belong to the body," it would not for that reason cease to be part of the body. If the whole body were an eye, where would the sense of hearing be? If the whole body were an ear, where would the sense of smell be? But in fact God has arranged the parts in the body, every one of them, just as he wanted them to be. If they were all one part, where would the body be? As it is, there are many parts, but one body.

It's possible that team members who feel unnecessary simply need to be reassured of their value. They may be serving in an area where they don't see many people, yet their role is key to the individuals they serve. Perhaps they're serving behind the scenes, away from the energy of the ministry. These persons need to be reminded often of the vision they are helping to fulfill. This sense of value is best communicated relationally, as their team leaders become acquainted enough with them to understand their needs, personalities, and communication preferences. The reminder that every team member matters may be communicated orally or in writing, but the reminder must be given frequently and sincerely.

Sometimes people feel unnecessary because they aren't serving in the right place. I've heard Rick Warren say that one is never the wrong person; one may simply be in the wrong place. Once people find the right places to serve, they won't feel as if they aren't needed.

4. "Are We Finished Yet?"

This comment, whether expressed orally or in body language, reveals an underlying sentiment. Rather than confront the statement alone, the leader should try to understand what's below it. Team members who ask this question have missed the vision of their roles, underestimate their own value to the ministry, or are in the wrong place. There is one other possibility: They may need to examine their hearts to be certain they are serving for unselfish reasons, rather than expecting to be served.

You might initiate a private conversation by asking, "What are you enjoying and not enjoying about this role?" or "How great is your sense of fulfillment in this role?" As these questions are answered, you'll likely begin to understand what this person needs: vision, value, a new venue for ministry, or a change of heart.

5. "They," "Them," and "You Guys"

This language reveals a great deal about alignment and ownership. Sometimes a newer person to the church will use these words when referring to the church or the ministry team. For the new person, it is often innocent and discloses nothing except newness. However, when used by the veteran member, these words often suggest an "outside the ministry" posture, a lack of alignment to the leadership or mission. This person may feel as if he or she would do much of the ministry differently, but "this is the way they want it done."

This language requires a conversation, and it should occur sooner rather than later. I would begin the conversation by assuming the person's language is unintentional and innocent. After affirming the person and the positive characteristics he or she brings to the ministry, the conversation might unfold as follows:

"Because we value trust in our serving relationships, I believe you'd want me to make observations that might help you improve your ministry. I've noticed from time to time that you refer to our church staff or pastors as "they" or "them." It's probably quite unintentional, but I wanted to talk to you about it in case you have any concerns or questions."

If the team member indicates that he or she somehow feels "beneath" the leadership, you have an opportunity to illustrate his or her value by pointing out, "You are the church. You make this ministry happen. We're all in this together."

If, however, the team member expresses complaints or concerns about church leadership, then a conversation about those issues, appropriate ways to resolve conflict, the church's vision, and cooperative ownership is in order.