When we interact with big, successful organizations we expect professional interactions and excellent products and services. It’s the same expectation for any large organization whether it business, educational institution, church or other not-for-profit organization.
On the other hand, when working with smaller organizations, we expect personal attention and friendliness. We may cut the organization some slack when it comes to quality products and services because we’re willing to exchange them for personal attention and friendliness.
This was the idea my good friend and SpringHill ally, Mark Beeson, was sharing with me recently.
Mark’s thesis is – if a small organization wants to exceed expectations it needs to provide excellence in its products and services while never losing that personal touch people expect. But if larger organizations like his church, Granger Community Church, or SpringHill, want to exceed expectations then they must provide, as Marked called it, unexpected goodness and kindness. In other words, treat people like a smaller organization would.
So what does unexpected goodness and kindness look like for larger organizations? It’s…
- Providing personal touch and the extra friendliness
- Creating a sense of belonging to the people being lead and served
- Making people feel like an individual and not a number or a statistic
- Simply knowing and remembering people’s names
- Taking care of an issue or request personally and promptly
- Sending hand written notes
- Returning phone calls, emails and text messages like you would your dearest friends (or your mom)
- All levels of leadership being approachable, accessible and authentic with the people they serve and lead
- Providing as much attention to individual people as to tasks, projects, programs, facilities, etc.
In other words, unexpected goodness and kindness is what small organizations find so easy and natural to do but bigger organizations find hard to achieve.
Which leads to the question Mark and I pondered – can organizations like SpringHill and Granger Community Church interact with people with goodness and kindness like smaller organizations?
Both Mark and I answered that question with a resounding yes, if we’re intentional, focused and prepared. As I thought more about this question I realized that for SpringHill this discussion isn’t just theoretical, it’s literally our integrity, of living consistently with one of our core values – to exceed expectations.
You see when we articulated this core value over 20 years ago SpringHill wasn’t nearly as big. To exceed expectations then meant to provide an outstanding experience and service. Today, people expect outstanding experiences and service from SpringHill. But if we’re to live out this value today, it most certainly means providing on a regular and intentional basis, authentic and unexpected goodness and kindness to all we serve and lead. This needs to be our goal; it has to be our focus, it needs to be our reality, if we’re to have integrity as an organization.
So I’m once again thankful for my annual walk around SpringHill with Mark Beeson, because the best way to learn a new concept is to experience it firsthand. This I did in my time with Mark, and both I and SpringHill have benefited from his authentic and unexpected goodness and kindness.
It was end of the summer of 1999 and I decided to take my young sons up to one of my favorite places in the world – Camp Anjigami – so they could have their first, of what has become, 16 straight Canadian fishing experiences. My three boys’ ages ranged from 7 to 4 years old. Quite young to be in the Canadian wilderness, but it’s the context where I experienced unexpected joy.
During those early trips I never fished. I spent all my time helping my young boys tie hooks and lures to their lines, net and unhook fish, and keep their lines from getting tangled. In particular, we always took a day to fish a lake where we’d catch lots of (30 to 50) Northern Pike. If you’ve never caught or seen a Northern, they are the freshwater version of a Barracuda – aggressive fish with mouths full off sharp teeth. There were times when two of my boys would hook into a Northern at the same time. It meant chaos as a couple of really mad 3 pound fish with multiple hook lures attached to them would be wildly thrashing around the bottom of our rowboat. All of which created lots of excitement but no time for me to fish.
I remember at first finding it difficult to be in Canada and not being able to fish. It’s something I absolutely love to do. But by the end of that first trip I realized that I was receiving as much joy, or even more joy, watching and helping my sons catch fish as I ever did catching fish myself.
In those early trips I went from being a fisherman to fishing coach. This meant helping my boys become fishermen in their own right. Now today, when we go on our annual trip, I can and do fish because my boys can fish as well. We have multiplied our fishing capacity from 1 to 3 to 4.
I now know this is what leaders do; they multiply themselves and their efforts by developing others even at the sacrifice of doing what they love. And, as I’ve discovered, the reward is great; it’s the unexpected joy of seeing the people you lead being able to do what you do and becoming what you are – a person capable of developing others.