Staff hovered around him. One acolyte began a non-stop patter proposing some big deal. The famous owner said little.
What was happening? Forget the entourage. The owner was checking out one of his five establishments in Manhattan. All bear his name — his brand — and as many a franchiser has discovered, it only takes one bad unit to undermine the whole enterprise.
Quality control is a critical issue for the Multichannel Church. Church people might be more tolerant, but even they will spread negative “buzz” about a negative experience.
As you add or strengthen your ministries beyond Sunday morning — small groups, neighborhood communities, weekday activities, virtual communities online — you will want to take these steps:
Recruit key leaders
Congregations invariably get in trouble when they allow just anyone into leadership. Doors are open to participation, but the unique role of leader must be reserved for those who have been recruited, vetted, trained, and placed in accountability.
Establish accountability systems
All leaders, including small group facilitators, must agree to maintain certain norms (civility and fairness, for example), accept the overall leadership of the pastor and key lay leaders, share important information with other leaders, and avoid getting triangulated by members.
Establish feedback systems
Every faith community will have conflict, ranging from mild disagreement to white-hot argument. Conflict is normal and healthy unless it festers, goes underground, and becomes subversive. Participants in community activities must agree to be open and respectful in their disagreement. Top leaders, in turn, must agree to hear all feedback.
Deal promptly with quality issues
If you hear that one group is hurting some members, act on it immediately. If you hear that a leader is behaving unfairly, act on it immediately. You can’t prevent negative behaviors from happening. But you can establish a norm: we deal with such things.
Visit groups regularly
Like the restaurateur, show up and show an interest. Sure, the atmosphere will change when you show up, but develop skills for listening and observing. See who talks, who hangs back, who seems to dominate. Check out your observations with the group’s leader. Let them know you care.
Celebrate the “multi”
Church leaders often get so transfixed by Sunday morning that they ignore other activities. You want every group and activity to know they are making an important contribution to the Body of Christ.
By these steps, you won’t prevent some ministries from failing. But you will learn about failure immediately and enable people to learn from it.
