Either:

* They fail
* Nothing changes
* They shine

As a former business owner, I recognize and appreciate good customer service. On our recent vacation to the Southwest, being free from the normal distractions of work, I was even more in tune with the good and bad of customer service we received. Perhaps it was because I was looking more closely than normal, but I honestly believe we saw extremes.

I was inspired while visiting the small town of Jerome, Arizona on our recent vacation to the Southwest. While Cheryl enjoyed some local shopping, I enjoyed perusing the streets discovering nuggets of the city’s rich history. Jerome began as a mining town. People came hoping to get rich off the minerals in the area, especially copper. When the mines dried up, the city nearly died. Jerome’s population went from a height of 15,000 in 1920’s to 50 people in the late 1950’s.

I spent most of my career in the business world. I was always extremely active and in leadership roles in church and other civic activities, but I earned my living in a for-profit environment. During those years, as an outsider looking in, I believed non-profits had so much to learn from the world of business.

Are you bringing new ideas to your organization, church, or the place where you work?

Do you harness the greatest power in your organization? The best assets of your church, business or non-profit never appear on your balance sheet.

We have had a busy season at Grace Community Church. Fall is the time of year when most churches ramp up their ministries, which tracks with back-to-school schedules and the change to cooler weather. Our church has been in a fast growth mode since day one, but we seem to be in a unique place of extraordinary growth right now. In addition to this growth we are launching new small groups, a college ministry, gearing up for our annual community outreach ministry, and adding a third service, along with numerous other changes occurring this fall, some that we are not ready to talk about yet. Some days it seems we have just enough energy to get through another week and all our time is focused on the next Sunday.

One trend in organizations today that I am not sure existed even ten years ago is the freedom employees have to promote their personal identity on company time. Companies today seem to allow and actually encourage employees to brand themselves separate from the organization. Whether it is with a personal blog or through authoring a book, employees can have a larger personal following and name recognition than the top leadership of the organization and at times even greater than the organization. This is true in the corporate world and the church world.

For the past several posts I have written on the idea of creating organizational cultures that encourage innovative leaders. I firmly believe it is a mistake of leaders to feel they can force innovation or even create innovated people. Innovation, in its purest form, means change, and while change can be forced upon people, the best changes, the kind that make an organization excellent, come from the heart of a person. Great innovation comes from the gut. You cannot legislate those kinds of changes.

This is a great question. I would encourage you to survey your employees to make sure you have the environment you think you have. If this is not realistic, perhaps you could bring in an outside perspective, such as a consultant or a friend who knows your organization well and understands these principles. Once you have done that, ask these questions about the employees who refuse to take initiative: