5 points on great service

I’ve worked on some great teams over the past several years, and seen great customer service in action. One of the places I learned the most about great customer service was Lost Valley Ranch, an incredible guest ranch in Colorado. Serving the guests was part of the DNA of the staff. We took great pride in our ability to create a great experience for our guests through unmatched customer service. Here are a few of the ways we did that:

1. Treat someone like you would want to be treated- the Golden Rule. It really does work. And it makes sense. Common sense. Use it.

2. Remember someone’s name. Always. Especially when you’ve met them before.

3. Let your actions speak way louder than your words. Don’t just talk about it. Make it happen. Your work can be a great example of your attitude and commitment to service.

4. Anticipate. Stay a step ahead of your clients or guests. Don’t wait for them to ask for something. Figure it out before they even need it.

5. Engage in meaningful conversation. Serving creates opportunity for impact- it builds a bridge. So make sure to connect with your guests or clients through conversation when it’s appropriate. Understand who they are by understanding what they read, what they watch, where they travel and what their interests are. And look them in the eye when talking. Little things add up.

Catalyst Backstage

Make sure to stay up to date with Catalyst all this week by hanging out on the Catalyst Backstage site. Carlos Whittaker and Anne Jackson will be hosting the backstage experience.

You can keep up with me through Twitter here.

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Lab sessions you need to attend

If you are planning to attend LABS, here is a list of recommendations for sessions you should consider. This list is based on a conversation with Jeff Shinabarger, creative director for Catalyst.

DISCLAIMER: This doesn’t mean I am NOT recommending other LAB Speakers. Just wanted to highlight a few that you may not know about or be aware of. These are under the radar.

Session 1: Bishop John Rucyahana: Hearing him talk about grace and restoration and forgiveness related to the genocide in Rwanda is powerful.

Session 2: Matthew Sleeth: A renowned expert on how Churches can get involved in the Creation Care conversation. His book Serve God, Save the Planet has created some great traction around this topic.

Session 3: Scott Belsky: (According to Jeff Shinabarger: If I could recommend one session for every person that I know to attend, this is the one. I listened to his talk in New York City at The Feast Conference one year ago and it is the most important content I have heard all year. He studies how ideas happen and will share with you how to make your ideas come to life. Brilliant. I will be attending this in the midst of preparation for the next day). Enough said. And I agree.

Session 4: Nicole Baker Fulgham: Teach for America is an important organization to our urban schools. You will learn something from this presentation and be encouraged as church leaders to engage schools in new ways. An important voice to consider.

Session 4: Ian Cron: His book Chasing Francis is a great read. Get ready to be challenged in a fresh way.

And if you are not able to attend LABS or any of Catalyst this year, make sure to check out more on these speakers.

The unofficial top things to know before you come to Catalyst

Put this list together yesterday based on a conversation with Jeff Shinabarger as we were watching the rigging go up in the Arena for Catalyst. Hopefully this is helpful.

1. Go to Labs (see above post for recommendations on “unknown” lab speakers that we think you should consider hearing).

2. Bring Gift Cards, towels, socks, and cleaning supplies for flood victims in Atlanta. Specifically, gift cards to Lowe’s or Home Depot.

3. Stay for dinner at the arena on Thursday night. First ever “Catalyst Cookout.” You can pay right on site and not have to leave and fight traffic. Entertainment will be provided and then at 8 pm we’ll start the session with Francis Chan.

4. Visit the Social Justice tent outside the main arena. 14 amazing organizations in the tent. Take time hearing their stories and invite them to share at your church.

5. Show up early. Otherwise you’ll be sitting in the upper deck and by early I mean before 7 am.

6. Make sure to fill up your gas tank before you get here- they’ll be long lines at the gas stations.

7. Bring your LUNCH for both days. Tailgate in the parking lot.

8. Sign up for a TWITTER account before you arrive at the event. Trust me- it will enhance your experience.

Online Community – what is our role?

Recently had the chance to interview Chris Anderson, the editor of Wired Magazine and the author of FREE and The Long Tail.

Chris said something during our interview that has been shaping my thinking recently regarding how we properly steward online community, networks, or groups that we have assembled. He said this:

“The job of everyone online today is Community Management. Less about talking TO people, and more about organizing conversations FOR people.”

Now, I’ll paraphrase what that means based on what he said: For leaders, it’s not about doing things for people, but instead helping them do things for themselves. No longer is it about Talking to people and one-way communication as an expert, but it’s now about Organizing Conversations among people. Creating opportunities for our communities to interact, without us being the focus or the only one speaking.

This is such an important lesson for any of us who have been given a network to steward, whether online or offline. The entire paradigm of creating a tribe has been flipped. Seth wrote about this as well, evidenced by his best-selling book, and spoke about it at Catalyst last year.

A recent Catalyst Creative Meeting

Next week is Catalyst week. But thought we would look back to a recent meeting in early September and get a sneak peek into what the Catalyst Creative team is working on…..

The problem is, it has nothing to do with the event, but MUCH more to do with who was the best Sword Drill champion during their childhood! Enjoy.

5 Key Things I learned in my 20's

1. Use your 20′s to build a foundation for your 70′s. Create deep roots that will give you a foundation for when you are older. Finishing well means starting well.

2. Don’t worry about climbing the ladder. There’s no longer a ladder anyway. It’s more like one of those spiral staircases. And sometimes you are going across or down when you think you might be climbing. So don’t worry about it. Spend your 20′s learning and having life experiences. Travel, explore the world, take on projects that seem fun.

3. If your “career” path doesn’t make sense to anyone except for you, it’s okay. My 20′s: college at University of Oklahoma, wrangler on a guest ranch in Colorado, management consultant, business development officer, Magazine and media company, strategic business plan developer. WOW. That is all over the map. But God was orchestrating steps very clearly for what was next in my story. And continues to do so.

4. Be diligent and aggressive in developing your friendships and relationships. Create a core group of close friends who you want to do like with. This group may change a bit over the years, but it is imperative to find a circle of trust that you are committed to and they to you.

5. Figure out who you want to be, not what you want to do. Who you are is more important that what you do or where you live. Spiritually, financially, family, emotionally, relationally. Find two or three older, wise “sages” that you can learn from and count on as help.