Every organization, company, club, or church has certain values that identify it. Founders usually have a story that helps shape those values, and the way that they share and retell that story begins to create images, memories, and experiences that reinforce those values.

At Southwest Airlines, it was the humor and pragmatic folksiness of Herb Kelleher that was seen when he walked the aisles on a flight to help serve beverages, or the determination that the company would be a family. One employee who worked on tarmac operations recalled how Herb suddenly plopped down in that employee’s cubicle and started asking questions about what would help that employee’s team operate more effectively and confidently. He said, “I couldn’t believe that the CEO of the company was actually asking my opinion!”

At Nordstrom and Sewell dealerships, it was the empowerment of every associate to take care of the customer. When alterations weren’t ready on time, an associate shipped the suit overnight to a customer on a business trip. That suit arrived with a free shirt & two ties, along with a personal, handwritten note to the customer. A customer who was supposed to take delivery of a new car arrived at the designated time but discovered his vehicle wasn’t ready when promised. Carl Sewell overheard the conversation, walked over to the customer, handed the keys to his own personal vehicle, and asked for a convenient time for the dealership to deliver the new car and retrieve his own.

Those values & stories become like “icons” on a computer. They represent the apps that frame our work. We associate those stories with the companies, and they become promotional celebrations of each of those organizations.

What are our church’s cultural icons? I have been thinking about that a lot lately, musing over what helps anyone understand our church family. Here’s one that comes to mind:

Guest/Host: We ask often, “Are you a guest or a HOST?” A guest expects to be served, but a host expects to serve. A guest expects prime parking, but a host parks remotely so that a guest can have a prime spot. A guest waits for others to initiate, but a host initiates and welcomes. This question must shape us–“Am I operating as a guest or as a host?”

We tend to ask this question every year, especially when we’re preparing to launch new services, open parking, start a new semester, or promote kids to new grades. It needs to be something on our minds every day, just as Jesus kept reminding the disciples that HE came to serve, not to be served.

What cultural icon experience has made a difference with you? I would love to hear from you on this. Which things have been helpful and encouraging during your journey with our church family? What leadership patterns have meant the most to you? Email me and share your observations! bruce@fbcmidlo.com