Today, after ordering my tea I headed over to the condiment counter to add some milk and sugar. To my dismay, in the little spot that normally holds the stir sticks was a note that read, “We are out of stir sticks. Sorry!” I was a little surprised, because for a coffee place to run out of stir sticks seems sorta like a hamburger place running out of buns. Forgivable, I suppose.
What was more surprising to me was that two hours later as I was walking out the door…the little note was still there! How many customers had wandered over to the condiment bar hoping to find stir sticks had been left frustrated? Less than 50 yards away sits a grocery store, and I’m pretty sure they sell stir sticks. Now, they may not sell the eco-friendly wooden stir sticks that Starbucks uses, but they certainly sell something.
Why didn’t anybody on the Starbucks team feel empowered to go buy some random stir sticks from the store?
Is sticking to the “approved stir sticks” cited in the manager’s notebook more important than customer service?
Would it have been totally okay to go buy some, but nobody took the initiative?
Those are all questions that went through my mind as I walked out the door. And they raise some interesting questions for those of us who lead youth ministries:
Are you a leader who is creating a culture of empowerment…does your team feel the freedom to problem solve?
In what areas does ministry to people in real-time trump your policies and procedures?
Do you have people on your team who, if given the freedom, take initiative or do they assume somebody else will do it?