Last month I began a discussion on organizations that lead at a higher level. There are key principles that are involved in an organization that is being led at a higher level. Last month we talked about setting your sight on the right target and vision. These are big subjects and so I am only going to give some highlights of each topic.
 
Organizations where leading at a higher level exists are organizations that:
 
1. Set their sight on the right target and vision.
2. Treat their customers right. (In Teen Challenge the students, families and donors

    are the "customers.")
3. Treat their staff and volunteers right.
4. Have the right kind of leadership.
 
Principle #2: Organizations that lead at a higher level treat their customers right. In Teen Challenge, those who are addicted or hurting from life controlling problems are your customers. Also, the families of the addicts and your donors are your customers.
 
How do you treat the people coming through your doors? In high performing organizations, everyone passionately holds and maintains the highest standards for quality and service from their customers' perspective.
 
These organizations use the customer experience to evaluate how well they are doing in every aspect of the organization. Should it be any different in Teen Challenge? Should we have any less focus on how we care for our students, their families and our donors?
 
You begin by deciding what you want your student, family and donor to experience in their relationship with your ministry. You have to picture what you want and build that picture. You and your staff have to decide to make student care a priority.
 
I do not know of a director of a program who does not have a heart for the hurting. I have met many staff who care for the welfare of the students. But, sometimes we fall into ruts and do not seem to have the compassion and care we once did for those God brings to our doors.
 
I know how difficult some individuals can be. There are many who are ungrateful, rude, loud, and complaining. It is human nature to get frustrated with those who are difficult to deal with, but what do we want our end result to be? How would Jesus want us to treat them and their family?
 
We are living in a changing world and we need to better understand the individuals coming into our programs and develop more efficient and effective tools for ministry with them. We have to decide to do a better job if we ever hope to succeed. We have to listen to them and be responsible to serve.
 
As leaders we own the responsibility for the care we provide all who are associated with our organization. It takes work, effort and conviction to provide excellence in serving our customers. Let us step up to the challenge and allow God to help us.
 
Let me recommend that you read Ken Blanchard's book, Leading at a Higher Level to get more from the principles I am sharing with you. Ken has delivered some amazing principles in this book.
 
May God bless you and may He give you the grace and strength to follow through on leading at a higher level.

 

Jerry Nance PhD
President
Global Teen Challenge
 
top of page