There is an author, Steven Little, that just wrote a book titled The Milkshake Moment. This is how it came about. Mr. Little is a speaker that travels around the country. While traveling, he decided to do an experiment. When staying at a hotel, he would order to his room a vanilla milkshake— whether or not it was on the menu. Well, here's how he explains it: "More than half didn't have the item on their room service menu, but, when asked, could send up a bowl of ice cream, half a glass of milk and a long spoon -- or everything it takes to make the treat. So, why couldn't they just deliver a Milkshake Moment? Because the organization’s processes, systems, and rules didn’t allow for it, and therefore the milkshake simply doesn’t exist."
He goes on to explain that all kinds of businesses have trouble with these milkshake moments. They know how to take care of the customer, but they are shackled by policies or processes that prevent them from doing it. By trying to streamline and standardize, businesses forget to look at the big picture— "Are we doing what's best for the customer?".
That got me to thinking about the church and ministry. How many things don't get done for Christ because we have to go through "channels" or look to our policies before we minister? Don't get me wrong, God is a God of order, but Jesus was pretty clear about trying to look at the big picture and not just the "policy".
So, what keeps you from delivering Milkshake Moments? What can you do about it? I'll be interested to see what you have to say.
Monday, May 26, 2008
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2 comments:
I believe in policies and structure. That is just the way I function best. With that said, policies and procedures that try to predefine issues and prescribe solutions without allowing for flexibility and creative thinking are misguided.
I think the real issue is empowerment of leaders at all levels. Any leadership structure must provide a framework for by which leaders clearly understand things like purpose and accountability while providing tools to make decisions. Further, leaders at all levels must feel confident that they can be creative, using individual talents and gifts, to manage their areas of responsibility and solving problems without fear of being second guessed at every point.
As it relates to church ministry, I have seen a lack of empowerment with some churches that have smaller staffs or micromanaging pastors. It is unwise for pastors to believe that they are the only ones who can determine how or what ministry will be conducted. It discounts the rest of the church body, which it memory serves me the scripture says that each member is essential in the proper functioning of the body.
As to the problem with the milkshake two thing could be done to resolve this: The company can provide a simple tool, a blender, and empowerment from the manager to see that the customer is satisfied. The church can also take this approach. It may not be the world's greatest milkshake, but with each try we get better.
Fred
Well said!
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