Suggestions and Feedback

Recently I received an email from a church who's considering placing a "Suggestion Box" in their lobby for their people to place ideas. They're hoping that while anyone could use the box, that they'll also hear from new people. Great question!

Here was my email response. Thought I'd share it here...

• You might consider not using the word “Suggestion” on the box.
  • The suggestion box says “we want your ideas.” People will likely infer that if you want ideas, you’ll act on them. Of course that won’t always be the case.
  • You’ll get suggestions about how the pastor ought to preach differently. About the choir. About the music in general. About the volume being too loud or too soft. About the temperature being too warm or too cool. About Sunday School classes and teachers. About children …and on and on and on.
  • Again – if you label the box “suggestions” but don’t act on them, people will cease to use the box and be miffed that their idea wasn’t used or even listened to.
  • If you call it a suggestion box, how do you intend to respond to the requests you’ll receive? You probably have a plan. I’d just make sure you’ve anticipated the kinds of suggestions above, so that your box doesn’t promise something you won’t or can’t deliver on.
    • For instance, will you put space on the card for name and contact info so you can follow-up? This would allow you to cast vision, responding with reasons why you’re not making changes on a particular suggestion or to share the kind of change you’re making because of their thoughtful idea.
    • If you intend to take action based on the number of people who suggest a certain change – like “The drums are too loud. Get rid of them” – then you’ll actually set up a new voting mechanism where votes are being cast every weekend. Then you’ll cease to operate out of clear mission and vision and determined values, and instead you’ll “do church” on the whim of people who may not understand your calling at all.
• What if you called it a “Feedback” box?
  • In my opinion “feedback” may be acted on – or it may not. It’s feedback. Feedback is always helpful, even when people don’t understand the values, vision or mission. Feedback allows you to…
    • Shape messages and vision-casting because you see over time that people are missing the core values and vision of your church.
    • Respond with gratitude for feedback because now you understand how people are feeling and perceiving what you’re doing.
    • Make changes to better practice your values and better live out your mission.
    • Empower people to be part of making who you are better – as one people with one mission.
• In terms of the card itself, I’d include:
  • Space for name, contact info and best way to contact. Some will opt to not complete this section, but for those who do you can do direct follow-up if that seems helpful.
  • Keep the questions open-ended without getting too detailed. This allows people to respond with what “struck them” or what’s important to them. Here are some ideas…
    • “Tell us about your experience”
    • “I would/will invite a friend to come with me.”
    • “Today I felt… “
    • “Please pray for…”
  • I’d keep it simple and short.
• I’m watching a number of churches get feedback in follow-up letters.
  • Include a postage-paid card with a welcome letter, asking new people to complete it and return it.
  • Use similar statements like those above.
• At Granger we place two questions on our bulletin/program and keep the invitation for feedback in front of every person every weekend.
  • On a tear-off stub people are given space to “tell us about your experience” and “please pray for me…”
  • Most people use this space to request prayer support, but every week we receive feedback about guest services, the weekend service, the preaching and more.
• Finally, as I mentioned when I started this list, determine a plan for how you’ll respond before you put your plan in place. Decide what weight you will give to what comments.
  • While every person matters, my experience is that churched people can have very specific and pointed opinions about subjective issues such as music, volume, styles of preaching, and convenience. These folks often haven’t figured out yet that church isn’t necessarily about them. It is – in that they matter, we want them to grow, we want them to serve and live with kingdom responsibility and joy.
  • You won’t please everyone. You can’t. Jesus didn’t. Stop trying.
  • Decide what environment, what experience you’re hoping to create and facilitate that will help people “get it”; that will help people see and experience Jesus. When you get ideas that help you accomplish that better, particularly with your hardest to reach audience of those who don’t know Jesus yet – take those ideas and run!
  • Let all the others help you recast vision and feel no requirement to do anything else with it.

What are you doing at your church to allow people to help you stay true to your mission, vision and values?