Tod Bolsinger sums up the Church as a body that functions relationally and purposefully. Sometimes the relationships can subvert the purpose, sometimes the purpose can overwhelm the relationships.
Pastors can focus on maintaining relationships at the cost of mission, or focus on outreach at the cost of caring for those who are already there.
If this problem or the solution was obvious or easy for leaders to negotiate churches would be a lot healthier than they are.
Bolsinger points out that pastors have to do both, lead with outward purpose and inward empathy:

We are called to take the hill – with Grandma
Christian work is a “family” and a “business” at the same time. To be a Christian is to find identity and mutual commitment in relationships constituted by God that make us into brothers and sisters, these relationships are inherently and intrinsically important. And at the same time we are a business with a mission to fulfill, services to offer, constituencies to support and regulations, demands, and obligations required of us. The organisation that has inherently valuable relationships also has an instrumentally critical purpose. And holding that tension, leading a Christian organization that is faithful to both mission and family, is indeed the challenge for most of us.

Tod Bolsinger, Canoeing The Mountains IVP Books, 2015, pg 221.