The Power of Small Signals

Using the basics to win and keep trust.

We’re back from a holiday! Truthfully, it was one of the most necessary breaks we’ve taken. It’s been a very full-on 2026 so far, so we were thankful for the chance to rest.

We are blessed to own a facility next to a major university that serves as the operations hub for our movement and as a community centre for relationship-building and discipleship. It’s sort of like the shared home for our church (and just like a home, we all take turns cleaning it… but that’s another story for another day). At the entrance to the building is a sign with our house rules.

One of those rules is: “No headphones when not sitting and working.” This is to combat the trend, exacerbated by wireless headphones, of people spending time in communal spaces while wearing them.

This is a “rule” I’m particularly passionate about, even though sometimes our students roll their eyes and give me a look that says, “OK, boomer.”

It’s All About Trust in Relationships

Why am I talking about headphones, and what does it have to do with disciple-making, church planting, and leadership development?

The small actions we take have a profound impact on how people perceive our availability and trustworthiness.

As disciple-makers, we should aim to teach our people to be as winsome, approachable, friendly, welcoming, and hospitable as possible. As leaders, it is our job to create an environment where people are encouraged to trust us from their very first interaction. Whether someone is attending an event for the first time, meeting us during evangelism, or being welcomed into our home, they are drawing all sorts of conclusions about whether they can trust us before we’ve ever spoken.

We need to do everything we can to win their trust!

The Power of Small Signals

I was recently introduced to the broken windows theory by my friend Jaden while we were studying Scripture together this week. The broken windows theory suggests that relatively small environmental factors, such as broken windows or graffiti, strongly signal that a neighbourhood is neglected and therefore more likely to experience increased crime. This is actually good news, because it means that by addressing simple things like cleanliness, a neighbourhood can reduce a much more complex issue.

Returning to the headphone example, it’s a small thing that strongly signals that the people around us are not that important or worth listening to. It communicates, “I’m not listening to you,” in much the same way as being on your phone or looking at your (smart!) watch in the middle of a conversation.

But in highly relational contexts, we must ask ourselves: are people dismissing us before we have a chance to genuinely connect because we haven’t properly attended to the basics?

Attending to Excellence in the Basics

Let me give a practical example.

We meet in many different locations every week for our Sunday gatherings. All of them are set-up and teardown environments. It is important that we pursue excellence in the basics as a means of winning trust and starting new relationships.

• Starting on time communicates that we value and respect people’s time.

• Wayfinding and signage communicate that we are organized and thoughtful.

• Sound and lighting enable people to clearly see and hear, without distraction, what we are trying to communicate.

• The team briefing communicates that we are preparing to put our best foot forward in engaging non-believers.

• A genuine welcome team communicates, through focused attention and warm smiles, that we recognize the bravery it takes to simply show up.

• Prepared speakers communicate the message we want people to hear in a way that motivates them to take action.

• Energetic team members communicate that we believe what we say.

• Thematically relevant worship reinforces both the message that was preached and the broader theology we teach.

The list could go on and on. What little signals do we tend to overlook that would help build trust?

The goal is not to make our gatherings increasingly complex or sophisticated. Rather, the goal is to win and keep people’s trust so that we can build and strengthen relationships that lead to genuine discipleship.

Are any of these things going to change a person’s life? No, of course not. But they might open someone up to a relationship that will.

Let’s attend to excellence in the basics as we create spaces for people to explore who Christ is.