People often harbor a basic misunderstanding about churches. They sometimes come into church and sit down in the same manner as they enter restaurants and performance halls; like spectators coming to enjoy what is being prepared for them, what is served up for their senses. Churches have adopted a satisfaction approach to their work, and this has not served them well.
As a result, most Americans have more experience being catered to than with the complex requirements of being a valued participant in a community of faith. Clubs, resorts, salons, and day spas are in the satisfaction business. Churches are not. Is that clear?
Julie-Ann Silberman-Bunn, Living a Call: Ministers and Congregations Together