When I call a church where I will be leading a training or am guest speaking I always note the quality of the call. Periodically the phone is answered by a staff member who is undermining the growth of the congregation one phone call at a time.
Answering a church phone is important work. People call our congregations with real needs. They don't just want the facts, they want some love! Whether they realize it or not, people judge the atmosphere of your congregation by how the phone is handled.
In addition, what they know is important. Last year I was sitting in a church waiting to guest speak on Small Group Ministry. I heard the administrative assistant say to a caller, "No, we don't have small group ministry. Sorry." Daring to be a bit rude I jumped up and called that small group ministry was the focus of the service that day and that the church was looking into launching just such a program. He had not read the congregations newsletter and was unaware of the sermon topic or the efforts of their small group ministry team.
Remember, you hired your staff.
You pay them.
Take the time to train them.
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