After launching Living Inside Out a few years ago as a three-year scope and sequence, we decided to cut back to one year of modules instead of three (because of business stuff). Yet we heard this outcry from children's ministers who were using it. They LOVED it! And they weren't happy that we weren't delivering three years. It is fabulous as a large group/small group, media-rich resource! The themes are fun! I'm a big fan of Living Inside Out (www.groupslivinginsideout.com)!
And obviously, so are Living Inside Out customers. So...after much consideration, we're "relaunching" it with all three years--guaranteed!
In a meeting yesterday we discussed how to "tell this story" to our customers. And my big question because I know children's ministers are really smart people--with long memories and active networks: How do we convince people that we really do mean it this time!? (In my opinion, the word "guaranteed" isn't enough.) We need a strong promise and a story that lets people know that no matter what, we're doing all three years.
We broke trust with our customers. And now we need to regain it. Any ideas? What would it take for you to believe a company means it this time? (Because we do, but it means nothing if you don't believe us!)
One of the best ways to rebuild trust is to simply say you blew it and you know that it will be hard to trust your "guarantee." Then deliver. Maybe even work extra hard to get units out ahead of time so that all three years are done before three years is up. Yes, that takes effort but just think of the volumes it will say to your customers. (I ready way too much of Seth Godin.)
Posted by: Henry Zonio | June 11, 2009 at 01:12 PM
Great points, Henry. Thanks!
Posted by: Chris Yount Jones | June 11, 2009 at 02:25 PM
I'm thrilled that Group is picking this back up. I was one of the customers who switched to LIO and then found myself out on a limb.
I've had twelve brilliant years of experiences w/ Group. One hiccup didn't deter me or break trust. But if you wanted something stronger than a guarantee, what if Group promised to buy back LIO curriculum if it was unable to keep its word and finish the last two years?
Posted by: Larry Shallenberer | June 12, 2009 at 07:21 AM
Fun idea, Larry! Thanks!
Posted by: Chris Yount Jones | June 12, 2009 at 09:22 AM
I have nothing to add to what has already been said, except to say that transparency, as you are showing here, will speak volumes. I think it is one of Group's great strengths, the willingness to hear and respond positively to their customer base.
Posted by: Glen Woods | June 13, 2009 at 10:51 PM
At a previous church we picked up one of these modules. It didn't quite work for us in regard to Sunday morning (not the curriculum's fault... more of a fit thing on our part). However, We did turn the Heroes series and turned it into a four night VBS. It was awesome. We had to tweak a little but it was one of the best we'd done and the kids loved the theme!
I think for new customers, it's not as much of a big deal. If they see you're developing curriculum and putting stuff out there, they're likely to jump on this bandwagon.
However, for the customers who used it and then found out you weren't developing any more, you'll have to win them back. Perhaps you can offer a free/discounted module to those who purchased this curriculum. If they've used the curriculum before and they're willing to use it again (the freebie), then they're likely to continue using it. It would be an act of goodwill and get everyone back on board again.
Just a thought. If the numbers work out and you can afford to do something like this, I think it will go a long way... creating loyal customers.
Posted by: Kenny | June 14, 2009 at 11:40 PM