If a person were to walk into your church could they quickly understand what its member expectations are? Or does your church even have clear expectations?
At Southwest Airlines, their expectations are so simple and concise that within a few minutes a bunch of UM Church Developers and I were able to recite them from memory. They are to have 1) a WARRIOR SPIRIT, determined to fight against all odds to make something happen, 2) a SERVANT’S HEART, follow the golden rule, treat others with respect, be egalitarian, and 3) demonstrate a FUN-LOVING ATTITUDE.
What would your church be like if every member exhibited those three expectations?
At Southwest Airlines, every person applying for a job, every employee, and every department must be willing to embody these three expectations…
WARRIOR SPIRIT. As a result, every member of the organization is willing to go to the wall when needed, sacrificing themselves so that the whole organization can succeed.
SERVANT’S HEART. When you go into a Southwest Airlines facility’s bathroom, the paper towel is already pulled down from the dispenser. Why? Because everyone in the organization has a servant’s heart and this is just one small way they live that out. They also greet each other in the hallways with hugs and even kisses. They have a team that sends cards to employees on their birthdays, anniversaries, and special occasions–like the birth of a baby. They not only send notes to those who have serious health problems or who have lost loved ones, but they continue to follow up with these people to find out how things are going. This isn’t just for those employed at the headquarter but company wide!
FUN-LOVING ATTITUDE. Halloween is a highly anticipated holiday at Southwest Airlines primarily because everyone is wondering what personality the company’s CEO will come to work dressed as. Will it be as the lead singer of the rock group KISS this year, as it was once before, or some other colorful figure? Everyone is expected to have fun too. Even when they’re doing mundane tasks, like giving the FAA’s "in the case of an emergency" spiel at the beginning of each flight.
Does this sound like your church? If not, should it?
The big test, however, is to what degree the customers experience these expectations. Would those who ride on Southwest Airline planes agree that warrior spirit, servant’s heart, and fun-loving attitude are company expectations? What about those outsiders your church ministers to? What would they say about your church’s expectations?
– Ed Fenstermacher, Assoc. Director for Church Development,
Used with the kind permission of Mr. Fenstermacher.
