So I like Apple.  True confession.  (And no surprise to anyone who knows me.)  Last week they taught me a key lesson in customer service I’m going to share, but first, the back story. 

When I entered into Apple world three years ago, I assumed Apple would have exceptional reliability.  That’s their reputation after all.  For sure, all my Apple products have better reliability than any PC I’ve owned (not to mention being way more fun to use). but after less than three years, my MacBook Pro died.  Apple tried to fix it more than once, but it died.

That could have been a deal breaker.  Try a product, it fails.  You grow disillusioned, cynical and move to another company, only to repeat the process.  But that didn’t happen.  Not at all.

What shocked me is Apple’s radical commitment to customer service.  They really tried to fix my old laptop.  In the last month, they put over $2000 of brand new parts into my three year old laptop last month.  When it didn’t fix the problem, Apple decided to give me a brand new 15" MacBook Pro.  I didn’t even ask for it.  A senior manager arranged a direct pick up at the Apple store in Toronto so I could just walk in and swap it out. In the end, they gave me an even better computer than my old one (I got the top of the line i7 processor) because it was the only model they had in store when I was there.  They could have told me to come back or that they would ship me a new one, but they didn’t.  They gave me one worth much more than my dead one.  Unbelievable. 

And maybe that’s the key.  On this side of eternity, everything breaks.  People are flawed.  Systems are flawed.  Even really cool products break down and die. 

Often we’re tempted to make exaggerated claims about how great our product is.  We claim might even claim it will never break down.  In church world, I’ve been tempted to say "our church isn’t like that’ or ‘we won’t do that here.’  But the truth is, we’re a divine organization populated by sinful people.  We will mess up.  We will let people down.  We will make mistakes.

Maybe the key isn’t whether your product or community is flawed – maybe the key is what you do when things break down.  I’ve had far too many customer service people run away from their product when it broke down.  Apple didn’t run away from their product or their customer; instead, they embraced both.  

Wonder if that’s what people are looking for you and I to do.  The promise of the church isn’t that we’re a perfect organization.  Far from it.  When we stand up as leaders and tell people we’re great, no one really believes us.  When we admit we’re not perfect, absolutely no one is surprised (especially those closest to us).  Maybe we should just be more honest about who we really are.

I’ve taken to telling people who are new to our church that we will let them down, we will make mistakes, but where I hope the difference will be is that we’ll look them in the eye and own it.  We’ll journey with them through our mistakes and be as accountable as we can for our failures, working together to make it right.  

I haven’t got it figured out by any stretch…all I know is this.  When a leader or organization makes a mistake, being honest about it, owning it and having them assume full responsibility for the consequence of the failure makes a world of difference. That’s what Apple did.  And I’ll be making many more purchases from them in the future (and telling others about them yet again).  I’m all evangelical about them, actually.  Maybe there’s a lesson there. 

What do you think?  What are you looking for in your leaders?  What do you hope will be true of them?  

So…who is responsible for your spiritual growth?

If you’ve hung around church for any length of time, you might be tempted to say “my church is”.

At Connexus where I serve, we’ve been talking about that recently.   I did a message last month about blame and responsibility that seemed to resonate as deeply as any message we’ve ever done.  It got me thinking.   Although we’re not suffering from this right now, those of us who have led for a while are far too familiar with Christians who hop from church to church every few years, leaving church after church because they didn’t grow in their faith.  They leave, blaming the church and church leadership for failing.  I’ve discussed this for years with other church leaders, and we’re all frustrated by it.

Sometimes, churches need to change and admit we are not doing a great job helping people grow.  But honestly, sometimes it’s not the church’s issue.  The leadership has often done all it can to create environments that help people grow.  I wonder if there’s an underlying issue beneath it all  that rarely gets addressed.  It centers on the answer to this question: who is responsible for your spiritual growth?

The truthful answer is: you are.

I am not responsible for your growth.  Your wife isn’t.  Your children are not.  Nor is your car mechanic or small group leader.  The elders are not.  Nor is your neighbour across the street.  Who’s responsible for your spiritual growth?  You are.  In exactly the same way that I’m responsible for my growth and development.  It would be ludicrous for me to blame you for me not growing spiritually, but that’s what people do all the time to their churches.

Your church can help.  We try to create great environments that help people grow.  But think of it this way:  a chef can set a spectacular dinner table and cater a great meal, but at the end of the day he can’t make you eat or make you have fun.  That’s your business.  All he can do is create a great environment conducive to wonderful dining.

I have been tremendously helped by great leadership and great teaching in the church over the years.  But I’ve also grown under poor leadership, learned from mediocre teachers and even been sharpened in less than ideal community.   In fact, I’ve always grown the most when I’ve assumed personal responsibility for my spiritual development and looked for others to help me (not grow me, just help me grow).  I’ve grown the least when I’ve slacked off.

I wonder what would happen to the church if Christians took responsibility for their growth?  I wonder what would happen if we pursued a personal walk with the same passion we use when we blame others for our failures?  I wonder what would happen if we helped each other out and prayed for each other but continued to encourage people to take responsibility for their spiritual growth?

What do you think?  Is this an issue you see?  What would happen we collectively re-assumed responsibility for our spiritual growth?

I am a fan of Toyota.  I own one currently and have owned another one in the past.  They make great cars.

So it hurts me to see how they are responding to what is emerging as the greatest crisis Toyota has faced.  I want them to do better.  I want them to sell more cars.  But right now, I’m not sure they’re helping themselves.

Most of us non-caver dwellers have by now heard that Toyota has halted sales on eight models (representing over 50% of its sales) and recalled millions of vehicles because of gas pedals that stick.   As this piece points out, Toyota’s not saying much.   They haven’t apologized – really.  And while every defective vehicle will likely be fully repaired, somehow their handling of the situation has been less than optimal.

Here’s what great companies and leaders do when facing crisis:

• The top leader are involved.  Sending the VP of marketing (or associate pastor) out to do your dirty work is a failure of leadership.
• Great leaders name the problem honestly.  Any “probably most of you won’t die from this so it’s not that serious” talk from the CEO is not helpful.  Tell people it’s a serious situation and tell them you are aware of the consequences.
• Top leaders take full responsibility.  This is not the time to point fingers, assign blame or play they “it really isn’t my fault” card.  People who take responsibility inspire confidence in followers.
• Great leaders fix the problem.  Honestly admitting you have a problem is different than doing everything in your power to make it right.  Even if you are not sure how to fix it, publicly announcing that you will do everything you can do to find a solution is helpful.

I know that as a leader, it’s hard to do these things.  There’s something inside all of us that wants to turtle when crisis hits.  We’d love to cover up, underplay it and hope it would go away.   But that undermines confidence among your followers.  Doing the hard thing and owning it, assuming full responsibility and fixing the issue inspires confidence.  This has been one of my key learnings over the last number of years.  The more I do this, the better I (and the rest of our team) lead.

But I’m learning over time that the very best response I can have to bad news is to get on top of it and accept full responsibility.

What do you think?  What are some practices you’ve seen in crisis that either inspire or diminish confidence?