Customer Service and the Church?

Customer Service and Your Ministry

In a recent article, The 10 Customer Service Trends for 2010, SmallBizTrends.com outlined how we as customers and business owners would need to change the way we think about customer service. As I read the article, I thought about how it also could inform your social media strategy for 2010 as you look for better ways to serve your congregation and reach out to the community. Let’s take a look at the list:

1. Article says: “With the economy still struggling to recover and unemployment at record highs, all ‘customer facing employees’ actually will try harder this year to attract, satisfy and keep their customers.” In our online and inperson workshops, we consistently talk about how your front-facing personas must get it right, understand the culture of your ministry and what your overall outreach objectives are. Social media really can help you attract visitors and develop ties with members.

2.Article says: “Zappos’ tag line is ‘Powered by Customer Service’. With the company being sold to Amazon for almost a billion dollars, there is no denying that customer service can build companies.” As ministries, we’re not looking for an exit strategy, but there is no denying that churches that are growing are offering services that were historically found outside of church walls: coffee, cafes, counseling, movie night, concerts, political debates, and more. What can you offer your community that draws them into your walls? And, once there, how will you treat them?

3. Article says: “Technology has allowed companies to personalize my visit when I go to buy from their web site. This is the type of personalization I come to expect when I go to any face to face retail establishment.” How are your visitors, donors, and prospects treated when they contact you via your site, phone, email or in person? Do you follow up with them by name? What about when they visit your place of worship? How special are they there?

4.Article says: “Tools like Facebook, Twitter, and YouTube allow me to tell not seven people but 10,000 my pleasure or dissatisfaction with a company immediately after I interact with them. No more secrets here! Every satisfied customer is now a booster for your company and every dissatisfied customer potentially can hurt your business. Now, there is more of an incentive for every company to get it right for their customer. This year, no bad deed will go unpublished by a dissatisfied customer.” This also means you, church and ministry family. Word of mouth is powerful and today’s tech-savvy families expect your ministry to be fully engaged online, reaching out to them, giving them reason to contact you, and addressing their needs.

5.Article says: “You as the customer are talking on Facebook and Twitter, but companies are also beginning to listen. Chances are that if you post a complaint using one of these tools, the company will respond directly to you.” You see, friends, this is no longer the exception, but is rapidly becoming the expectation. If the biggest brands are listening to me when I post, why shouldn’t my local ministry or church? People want to have multiple online avenues to ask questions and dialog. Give it to them.

6.Article says: “Forget the lag time of email or waiting for a call back. This year, more and more web sites will allow you to chat directly to customer service people either through chat or video.” Your prospects and members, too, would like to interact with you via chat or Twitter – maybe while the service is in progress (internet church, anyone?) or during Sunday School hour.

7.Article says: “More and more American companies who outsourced their customer service will bring that function back home either by hiring a domestic company or bringing it in house.” If you are looking for assistance upgrading your website, providing training to your staff or even managing your online digital assets, look domestically. It’s that important.

8.Article says: “Companies you do business with will want to know everything about you. Tighter relationships with customers will continue as the economy remains poor. Companies can’t afford to lose profitable current customers. This year, companies will continue to track everything about you to make that your relationship as personal as it gets.” Your engagement in a personal relationship with your community and prospects can be aided via social media and a consistent online presence.

9.Article says: “Not every customer you have is profitable. Look for more companies this year to fire you if you cost them money and recommend you take your business elsewhere.” Hmmm. That’s a novel idea for a ministry, isn’t it? But, clearly, a small group of people usually do most of the work in a church or nonprofit. What can you do to engage the other 90% so you can grow and thrive?

10.Article says: “All startups used to want to appear big. Now, everyone company, as Chris Brogan says, wants to be human. I call it getting small.” Whether your ministry is big or small, the key is to feel personal and be nimble. Churches are historically well behind the eight ball when it comes to adopting best practices and, especially, techonology. Don’t fall into that trap. Act fast and reach more so you can do more.

You see, friends? It’s not hard to look at these customer service predictions and see how they can inform your ministry’s strategy for 2010. Learn from the private sector, use every tool you can, and apply those best practices. You are needed now, as much as ever before, in the community as people continue to turn away from church and God.

Have questions about how Professional Mojo’s Outreach Division can help? Contact us.

Merry Christmas: Luke 2:1-14

Luke 2:1-14

In those days Caesar Augustus issued a decree that a census should be taken of the entire Roman world. (This was the first census that took place while Quirinius was governor of Syria.) And everyone went to his own town to register.

So Joseph also went up from the town of Nazareth in Galilee to Judea, to Bethlehem the town of David, because he belonged to the house and line of David. He went there to register with Mary, who was pledged to be married to him and was expecting a child. While they were there, the time came for the baby to be born, and she gave birth to her firstborn, a son. She wrapped him in cloths and placed him in a manger, because there was no room for them in the inn.

And there were shepherds living out in the fields nearby, keeping watch over their flocks at night. An angel of the Lord appeared to them, and the glory of the Lord shone around them, and they were terrified. But the angel said to them, “Do not be afraid. I bring you good news of great joy that will be for all the people. Today in the town of David a Savior has been born to you; he is Christ the Lord. This will be a sign to you: You will find a baby wrapped in cloths and lying in a manger.”

Suddenly a great company of the heavenly host appeared with the angel, praising God and saying, “Glory to God in the highest, and on earth peace to men on whom his favor rests.” (KJV)

Merry Christmas to all of our friends around the world who minister every day of every year to those who need it most. God bless you.

Lee & Rachael

Why isn’t your Twitter ministry successful?

Are you guilty of bad Tweets?

For those of you who have been reading some of my thoughts about leveraging the web and social media for outreach, you’re aware that I fully believe that social media and community building is, well, social in nature. Seems crazy simplistic, huh?

Alas, a quick review of ministry Twitter accounts reveals a different story. What are these ministries missing?

1) Engagement: There is a difference between pushing information about your church or ministry out and pulling people into your community who might have spiritual needs, be looking for a church home, wish to volunteer, or want to donate. Outreach is the purpose no matter what online tool you are using.

Upwards of 80% of the ministries whose accounts I visited were simply pushing out information, not asking questions, engaging the community or sharing opinions. Why are we so afraid to talk about our faith, what we do, and why we’re passionate about it? (Oh, that’s another post.) Get your hands dirty and engage your prospects.

2) Commitment: To create community and build interest, you must be committed to the social media process. It doesn’t have to be a black hole or time-waster (that’s where strategy and mentoring are helpful), but it must be a priority. Many accounts posted only occasionally or stopped posting after the honeymoon wore off. Don’t be a negative Twitter statistic:
* Check your account routinely
* Make an editorial calendar or plan to help you stay focused
* Stick with it and don’t give up

3) Passion: Eh, I know this is related to #1, but I don’t care. I’m saying it again. The biggest element missing from the ministry Twitter accounts I reviewed was passion – passion for the ministry’s cause, passion for their faith, passion about how they can change the world and people’s lives.

That’s big news, folks. Did you hear me? You can change people’s lives and the world in which we live. So why don’t the Tweets, the Facebook pages and the YouTube videos reflect that?

Please reflect on what I’m saying and then do your best to share your passion.

If you are looking for a trusted partner to help train your staff, provide monthly cost-effective mentoring or coaching, update your website or customize your social media assets, contact us. You know, we’re committed and passionate, too, about what we do and about what you do.

Mojo’s Social Media No-No’s: A Top Ten List

Mojo's Social Media No-No's

I rarely write something that is on both the Professional Mojo blog and our special Outreach Mojo blog, but this one was worth it! Enjoy. —-Lee

Last week I reviewed an online audio created by some self-proclaimed “inspirational” dude who goes around the country giving talks on social media and how it can help your association or business. It was almost physically painful to listen to him discuss all of the shortcuts to use to “automate” your relationships and “push” content to friends and followers. He so misses the point. And worse, he’s running around the United States spouting off this drivel. (Can you tell I’m irritated??)

So…thought I’d share our top 10 list of things you should NOT do – even if you hear it elsewhere. And, I think when you see the list and the business reasoning, you’ll agree, too.

10) Don’t jump into social media without a strategy. Please see our previous posts about planning to illustrate this point. You started your business with a plan. You make calculated decisions based on concrete, written goals and objectives. This should not be any different.

9) Don’t focus solely on Facebook, Linked In and Twitter. The social media landscape is rapidly changing, with new applications launching every week. Despite what you might have heard, not every application is for every business. If you need a strategy, a once-a-month mentor or just some initial planning help, call on us.

8 ) Don’t forget to observe and monitor BEFORE you leap. Rushing into social media without understanding how your brand is perceived is just plain dumb. Monitor your brand before you start conversing. Determine who the influencers are and what your customers/prospects are saying. That will help you get the lay of the land.

7) Don’t focus only on quantitative metrics. Alas, there is a component to social media that many businesses just don’t understand – the, uh, social component. Consider qualitative metrics that can help you assess the quality of the dialog and conversation.

6) Don’t forget to prioritize. You cannot do all things well. It is much worse, as many of you have heard me say in our workshops, to launch multiple social media initiatives only to have them die a slow and painful cyber-death due to lack of nourishment. Choose wisely based on what you need to achieve and do ONE well first. Collect your data, then move to the next initiative. Rinse. Repeat.

5) Don’t try to buy your way in. Despite what many self-proclaimed “gurus” say, it is less about the number of followers and fans and more about the quality of interaction. You cannot achieve your goals by purchasing followers, buying your way onto Twitter lists or engaging in other nefarious activity that promises quick returns. If you approach your social media strategy this way, you will not be successful in building the kind of robust, word of mouth relationships for which social media is known.

4) Don’t grab the latest intern and stick her on the project. This is a no-brainer. Understanding the technology is NOT the same as understanding the business strategy and the purpose behind the initiative.

3) Don’t hesitate to look for outside assistance. Don’t you reach out to mentors in your business community? Have a once-a-month call with your finance or tax expert? Make sure you’re on the right track? This is no different. It’s a fallacy that since the platform is free, you shouldn’t seek customized assistance. Mojo offers monthly calls, group mentoring, online workshops and a suite of content-generation services.

2) Don’t automate your efforts. I am also disgusted with folks advocating automated software and bots that will tweet or post for you or writing a single tweet that populates everywhere. That is not conversatiion. That is not dialog. It will backfire. Do not engage in social media if your sole purpose is to spam and push propaganda out. Please.

1) Don’t make it all about you. You knew this one was coming after reading #2, right? It cannot be all about your business. It must be about what you need to achieve and what your community members will receive in return.

Ahhh, I feel better now that I’ve cleared the air. What are your top social media no-no’s? Share ‘em here.

4 More Tips to Create a Better Ministry Website

4 Website Tips to Takeaway

In Star Trek VI, the intergalactic head honcho said, “Just because you can do a thing doesn’t mean you should do that thing.” I wholly subscribe to that theory when it comes to your online web presence and specifically when it comes to your ministry’s website. It’s not about you, friends, it’s about your visitors, prospects, and members. What do they need and how are you going to give it to them?

Eric Murrell wrote a great post back in May that supports exactly what I’m talking about here: you cannot rely on your website to be the only one-stop shop in town. He goes on to say, “Once Facebook made it so simple to pump all of our content directly into our Fan Page, our “fans” had all of the information they desired from us right where they wanted it; any time we post a message online, link to a new photo gallery or promote an upcoming event, it’s funneled right in front of their nose along with everything their friends are doing. ” His point was that your website does not need to be a dumping ground for all things. You have other avenues to share quality content.

Here are few tips to make the most of your site:

1) Streamline your navigation: Many sites I review in our workshops are loaded with navigation, leaving a visitor to wonder what to click and where to go next. Keep the navigation clean and simple. Top nav is easy to see and easy to understand. No, you don’t have to put everything on your website.

2) Make it easy to contact you – Part 1: As Murrell notes, give your folks the content they want in the way they want it. Today, that often means via Facebook, Twitter, blog or another social media application. Well, if that’s how they want to contact you, then make it easy. Place your social media assets at the top of EVERY page. Make it dummy-proof to fan you, follow you, ping you.

3) Make it easy to contact you – Part 2: I can’t tell you how many sites I have to poke around before I find an email address, a phone number, something that allows me to start a dialog or ask a question. Stop the madness! The site should convey a clear purpose, have a clear call to action and give prospects a clear way to get in touch.

4) Use valuable real estate wisely: If you have a long, vertical site that goes on and on with small, independent graphical elements, um, nobody is looking at it. In fact, much like the old-fashioned newspaper, what’s below the “fold” probably won’t get read. Don’t hobble your efforts by cluttering up that valuable real estate. Put your main attraction (remember that clear call to action/purpose I mentioned earlier?) above the fold so it can be reached without scrolling.

Want more? Find additional resources over on Facebook.com/ProfessionalMojo or contact us if you are interested in training or a website upgrade. You won’t find better partners. Check us out.

Really Simple Syndication. Really, it is.

Do you need an RSS feed on your site?

We’ve received a number of requests to talk more about RSS or Really Simple Syndication. So, here it is.

In a nutshell, RSS makes it possible for your ministry or NPO to syndicate or distribute your fresh web-site content worldwide at minimum cost. Rather than making your guests, customers, prospects, donors visit your calendar or site every day to get the latest and greatest news, you can set up a syndication button and let your followers subscribe. Then, they are notified with the latest content.

The Nonprofit Resource Center describes it this way: RSS feeds can be thought of as a push and pull service. RSS feed providers “push” content to subscribing users, and subscribers choose information that they want to “pull” or receive.

We recommend using RSS to ensure your key events, updates, and more are routinely delivered to your visitors. Here are a couple of resources to get you started.

How Do I Put an RSS Feed on My Website

FeedForAll & FeedForAll Mac Software

Most blog platforms have the RSS feed option built into them (WordPress.com an example)

Once you have the feed set up on your site, you need to publicize it. One of the best ways to do that is with Feedburner, which is now a Google product.

Developing and maintaining a cohesive, integrated online presence for your ministry or NPO is vital to your success. Using an RSS feed to distribute your fresh content in a more timely manner to a larger audience can be a crucial part of your strategy, as well as a time saver.

For more information on Professional Mojo, our web design solutions and online or onsite workshops, contact us.

Does my ministry need a wiki?

Does my NPO or ministry need a wiki?

Once upon a time, back in the pre-Internet highway days, people documented business knowledge on things called paper. Or in items called books. Or, held critical information in the round thing called their head. Then, came the computer. Businesses rapidly adopted knowledge management systems, which Wikipedia describes as “for supporting creation, capture, storage and dissemination of information.” These systems preserve business continuity, so if someone is hit by the ubiquitous bus, the knowledge of what they do and how they do it can be transferred to others.

Then came the wiki.

A wiki is a free or cheap browser-based web platform that allows your staff and volunteers to contribute information based on their expertise and knowledge. They can edit content within the articles, too. Together, this material creates a knowledge base for your organization that relies on the integrity of the additions.

Some NPOs are experimenting with a wiki to create their own knowledge management systems for retaining corporate knowledge, training and collaboration. Used correctly, it can be a very valuable free resource that helps create a central repository of knowledge for your organization. Better yet, many visitors to ministries or churches have questions about faith, about the history of the organization and more. A public wiki may be a great way to provide the background they need.

Here’s some wiki wisdom:

•A wiki relies on the integrity of the author, so there is the opportunity for mistakes or even sabotage. Fortunately, wikis are designed to make it easy to correct errors and have a “recently changed” feature so admins can quickly determine what’s been done and by whom.
•Some training might be required. A wiki promotes meaningful topic association so the user can easily navigate to related ideas. Be sure to show your employees how to make the links.
•A wiki is an interactive, living and breathing tool. It’s only as good as the involvement of your folks.

Interested in saving time and not having to reinvent the wheel every time an employee leaves? A wiki might be for you. Check out these resources:

A SlideShare tutorial creating a wiki using PBWorks
Creating and using a wiki with WikiSpaces

For more information on Professional Mojo and how we can help you create a better website, integrate your social media and drive business success, contact us.

Enough of the Worship Wars

Open our minds and hearts to the possibilities.

I’m going to express some strong opinions here and will, no doubt, be receiving some in return, which is fine. I’m also off the topic of online marketing and social media – or am I? I think you’ll see some interesting parallels.

So. I am a member of and monitor a certain musicians’ forum. Over the past week, a robust, and sometimes personal, debate has broken out over types of worship in church. There has been much back and forth about traditional, modern, contemporary, emergent, liturgical, etc. worship, and quite a bit of hubbub over the types of instruments used in worship and even which require the most talent and are the most/least traditional/contemporary.

As I read these posts, which are increasingly antagonistic, I am saddened and shocked that this many people think the ONLY way to worship is their way.

Here’s why:

1) Isn’t God big enough to love all praise? As one person put it, “God inhabits the praises of all of His people”. You bet! Why are people wasting time arguing about the organ vs. the piano? Or praise and worship songs vs. traditional anthems? Isn’t God big enough to love all praises, all styles of worship? Mine is.

2) Is there any doubt as to why recent surveys have noted that people with “no religion” are gaining on denominations? Churches, in particular, seem to have a very hard time integrating the new and the traditional. Look, we all have our preferences (mine happens to be Southern Gospel and Bach, as disparate as that seems). But, our ministries must think outside the walls and determine what worship reaches the most people. How can we connect with more, communicate with more and call people to action when we’re stuck in the traditional rut?

To grow and thrive, your ministry has to be big enough and open-minded enough to experiment with new music, new styles of worship, new locations, and new technology.

3) If you don’t wake up and make changes soon, it will be too late. Every week I see the attrition in ministries all around me. It’s the basic principle of addition and subtraction: when the outgoing exceeds the incoming, your doors close for good.

Do you see the parallel here between the reticence of many ministries to take up social media and use new technology to extend their reach and the same fear that paralyzes worship leaders when it comes to new styles and instruments? Enough of the squabbling already.

It cannot be about you, friend. Or me. It must always be about Him and those we are trying to reach and serve. If that means blowing the doors off the building with heavy-metal worship music or creating social media campaigns that provide an unheard-of level of transparency into our ministry, then so be it.

Bach wouldn’t get it, but I do.

Do you?

The Seven Rs of Social Media Planning for Churches

Create a Consistent Social Media Presence with the 7Rs

Well, as promised, it’s time for the second half of the seven Rs of social media planning.

In the last post, we talked about research, readiness and realistic goal setting. In this post, we’ll chat about resources, retraining your staff, representatives and reviewing your plan.

Resources: Social media isn’t free. It requires time, people, and IT resources to get the job done well and right. Does your ministry have a written plan that allocates resources to the specific, needed daily/weekly/monthly tasks associated with each of your social media objectives? How long can you afford to commit the resources? What happens if you don’t achieve the objectives in the time frame you’ve allocated?

Retraining: You may have to teach some old dogs new tricks! Or you may have to teach some youngsters appropriate business processes. Either way, some training and retraining will be key. You should roll out both in person and online communication that helps your employees and volunteers understand why your ministry is doing it, what they will see online, how it will help and what their role is. Don’t forget policy and procedure training, too!

Representation: Don’t forget that every employee who is front-facing (either on a blog, on Twitter, on Facebook) must understand the goals. There needs to be brand consistency (yes, even ministries have brands!) across all social media platforms. That doesn’t mean that the same person needs to try to handle all outlets, but it does mean that the tone, message, branding should be similar on every platform. Again, written, clear communication and objectives help achieve this.

Review: Finally, a social media plan isn’t really a plan at all if it is not written, discussed, disseminated and regularly reviewed. We encourage our clients to review their objectives and metrics once a week. Here at Professional Mojo we do it daily at 9AM EST. Every day. Every week. Social media is fluid, and you must keep close tabs on it.

In summary, the 7 Rs of social media planning can get you moving in the right direction for your ministry, but only if you consider the output a living and breathing document that you will review regularly.

If we can assist with training, planning, website development or consulting, let us know. We’re here to help

The Seven Rs of Social Media Planning for Churches

Social media planning and your ministry

(Hi, everyone. Apologies for the delay in posting. I was out of town at the National Quartet Convention and then Atlanta had this flood…so, I’ve been down for a few days.)

As we work with more and more churches, small businesses and non profits to upgrade their website, integrate social media and then teach them to maintain it, I find that they just jump in with poor planning. And, while I appreciate the courage to go forth into the brave, new world of social media…it’s just plain foolish to do so without training. Consider the first three Rs before you make your first Tweet or first status update. The last four Rs will be in the next post.

Research: Do you have any online assets currently (like website, blogs, other social media)? How are they being used? What information are visitors looking for? What do the analytics tell you about who they are and why they are visiting? WHY do you believe social media will have an impact? What are you doing well and not so well?

Readiness: Are your organization’s infrastructure, culture, and policies ready to conduct social media effectively? Can you be open enough to develop relationships yet figure out where to draw the line? Are the stakeholders on board and understand the importance of what you are doing?

Realistic Goals: Who do you want to reach and why? You need to be specific here (by demographic, platform, services, etc.). Where do they congregate? What social platforms do they use? What do you want them to do? And, more importantly for social media, what will they get in return? Remember, this is about pulling them into a relationship with your organization, not pushing your message out to them in an old-fashioned, unilateral way.

Finally, what will your measures of success look like? You can’t afford NOT to be concrete. Is it visitors? Funding? New enrollments in Sunday School? Newsletter subscriptions? Website traffic?

Remember, there is no excuse for running blindly into the social media universe. Some careful planning will level-set expectations, create internal goodwill and ensure a successful launch.

If you’re not sure how to accomplish this, or would like help implementing, contact Professional Mojo for more information.