Jun 26, 2017

Connecting with Guests...in 140 Characters or Less


We live in a world of digital communication.  One of the communication tools people utilize is Twitter.  With 328 million active users, it is currently the ninth largest social media platform in the world.  Most of the first-time guests who walk through your church doors, come with a smart phone in their hand that has the Twitter app loaded on it.

In recent years, Disney has started using Twitter to connect with guests at their parks and resorts.  They have opened two new twitter accounts that give guests the opportunity to engage with their Cast Members in real time while they are at the parks and resorts.  Guests can ask questions and provide feedback from the convenience of their smart phone.  Guests can also use the accounts to share stories of Cast Members who made a positive impact during their visit.  This not only allows them to connect with guests, but to honor employees as well.  

This is a great idea.  Think about it.  A new family walks through the door and sees that they can ask questions and provide feedback via a special twitter account.  Of course, nothing can totally replace a face-to-face connection with guests, but having the Twitter account as another option adds another layer of customer service.  This is especially allows guests who might be shy or timid about asking questions or providing feedback to do so in a more non-evasive way.   

An example - a first time guest mom is sitting in the service and is wondering how her new baby is doing in the nursery.  She asks on the Twitter account and gets a response in real time that says her baby is doing great.  She relaxes and enjoys the service.

Another example - a new family encounters a greeter that is short and curt with them.  They mention on the twitter feed that they were not made to feel welcome.  You see it and thank them for their feedback.  You follow up with a customer service training for your volunteers and then thank the family for helping make the ministry better.  You not only get them to come back, but your team improves as well.

One more example - a guest family adds a comment that the teacher in their child's room went the second mile to make their child feel welcome and loved.  You share that with the teacher and she is greatly encouraged.

You can see what a great impact can be made in 140 characters or less.  Think about it.  How could you use 140 characters or less to connect with guest families?  It's working for Disney and it can work for you and your team as well.

p.s. You can get more great ideas from Disney for your ministry in the book "If Disney Ran Your Children's Ministry."  It's available at this link.

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