Here are some bits of wisdom learned from both successes and failures I have been a part of in dealing with feedback and comment cards:
• Clarify the “win” for a worship service. This means style, and visible goals are agreed upon and communicated. It is so much easier to respond to a volume complaint that is more about style preference if it is clear what the goal is. Are the leaders involved all on the same page with style and goals for the weekend service?
• Develop a filter for feedback. Not everyone needs to see all the feedback. Critics are helpful, even if they might be misbehaving. However, it would help to have a policy of how to deal with these. Is it the job of the worship leader to be a customer service person? What happens when a church member is not satisfied? Are you OK with people not agreeing with your direction?
• Take a poll or have a forum if there proves to be a disconnect. If the feedback is strong, frequent, and relentless then you do have to figure out what the disconnect is. Gather intel by taking a poll to find the attitudes and to clarify the discussion. Then, schedule some chats to listen. Leaders have to change direction at at times and sometimes even strategic passions stop working. Are you willing to listen…for real?
• Moderate expectations to reality. Teach people that being a part of church is not about them liking everything. The comment card can teach that if you use it incorrectly. Disappointment occurs when an expectation is not met. The longer a person is part of a church, the less excited they will be. Why? Any relationship takes work. Are you willing to re-frame how people think when it comes to their personal preferences in worship?
• Challenge people to differentiate between conscience and preference. Preferences are like food. It is not wrong when we have many differing opinions about what spices we like. Church people forget this and sometimes make everything an issue of conscience. An issue of conscience is where you have to draw battle lines. Are you willing to burst the bubbles of faulty fights?
The goal of all of these is to create a culture where helpful dialog can lead to action that benefits all. Leaders are people who learn how to frame a conversion, listening intently to the context they lead within. Sometimes a strategy has to be tweaked. Other times it has to be scrapped. Worship leading is not all the different in this way.
