The other day our family went to eat at Hickory Hollow, a local BBQ joint in Ellenton. We were meeting our in-laws in order to hand over our kids for the weekend, and assumed the place to be kid friendly enough. While they didn’t have a problem eating, we did run into a little problem ordering.
At most establishments, even in areas known for their elderly population (most of Florida), you can easily find a kids menu. Most of the time, I’m not down with paying for adult sized proportions when kids can end up having, well, kid sized appetites. So we had to regroup, order a few unhealthy sides, and we were back in business.
But why not have a kids menu? There were kids there, and there often are kids there. Aren’t you shooting yourselves in the foot? And then why not take credit cards? Why only take cash, when that is so inconvenient (and yes I do know the real answer to this one) for the customer? And they close for a few weeks every summer for family vacations. And printed on the front door is, “If you are in a hurry, this is not the place for you.” Wow.
Don’t they consider the customer? I thought about these questions for about 45 seconds and then realized that they were not stupid. They were consistent. Consistent with who they were, consistent with their vision, and consistent in knowing their customer. In about 30 minutes, the place filled up. We were early birds at 5 pm. They didn’t lack for customers, even though they didn’t pander to every customer. Or to perhaps any customers with kids. Yet they are always busy.
Hickory Hollow is just a mom and pop place, family run. It’s a true family business.
They are consumer aware, but they certainly are not consumer controlled. I’m sure many consumers want to pay by credit card and have a kids menu, but they keep coming back for more. I do.
Hickory Hollow is on to something here. When it comes to the church, I still don’t feel comfortable in calling prospective members and visitors “customers” as Andy Stanley does. But that is not to say churches can’t learn valuable things from businesses. Particularly family businesses.
Hickory Hollow is consistent with their vision and consistent with who they are. They don’t let the “customer” move them away from that. Some angry parents demanding a kids menu shouldn’t make them introduce a kids menu. Is a kids menu really what those parents need anyway? And then at some point, how can you expect the parents not to think its really all about them? You could easily end up reinforcing the consumer mindset. The customer isn’t always right. Of course, neither is the church for that matter! But if a church isn’t consistent with its vision and simply tries to change to cater to what each person wants, it has lost its vision and will eventually head nowhere. I’ve been so encouraged at Harbor when folks have caught the vision and lived consistently with that vision. When a visitor said to several members and me, “You need to put up an American flag in here,” I knew I didn’t have to do anything about it. Our vision is to be gospel-centered, not “founding-fathers centered.” And people know it. They don’t want to sacrifice it because they have become enamored with the gospel and its freedom. Just an FYI, there are “founding-father’s bibles.” For real, I saw hers.
Hickory Hollow is customer aware. People are coming. If people weren’t they could re-visit their vision and who they are. But why, for they are aware of what people really do need. They are feeding the “regulars” AND feeding new ones as well. In other words, they are reaching people. Old people, kids, and everyone in between. Sometimes churches, and especially from my particular tradition are customer clueless. We unnecessarily put barriers up because we want to be consistent with who we are-even though we might need to let the gospel change our vision and who we are! Pastors like myself will do well to learn from those outside of our tradition, as well as those within it who are consistent and aware. Perhaps many (church planters like myself are not immune) have been consistent and yet culturally clueless at the same time.
Hickory Hollow is old school AND innovative. I’ve shared some ways in which they are old school. But in some ways, Hickory Hollow is quite innovative. How many barbecue places have an extensive list of really good beers? I think churches need to be both old school AND innovative. The church is somewhat old school. We have a message that hasn’t changed from the beginning, really. The message has always been centered on God bringing a redeemer forth from a women to trample the head of the serpent (Gen 3:15). The gospel, communion, membership, preaching are old school; they’ve been around a while. But are we not also to be innovative? What is the best form, the best terms, the best setting, the best kinds of relationships to advance the gospel in our particular community? We have great opportunities for innovation, as we seek to be consistent with not only the gospel message, but each church’s specific vision for its community.
Just some thoughts from a local BBQ joint.