There are four keys
to having great guest services. Let’s
look at these four keys and how to apply them to your ministry. Below is a tool that was created for this
strategy. You can work through this with your team to craft a great
experience for your guests. The more of the four elements you can meet,
the better the chance they will return. I've listed some examples
under each one. You'll want to come up with your own lists which reflect
your unique culture and church situation.
NEEDS
Identify and list the basic needs your first-time guests have. These are the bare minimums that you should provide people with. Here are some suggestions. In the blanks below, write other needs guests may have.
get their kids signed in
be shown where to go
know pick-up procedures
______________
______________
______________
Steps to accomplish:
have an easy, clear check-in process for new families
have clear signage
explain pick-up procedures
_________________________
_________________________
_________________________
PRECONCEIVED STEREOTYPES
Identify the negative, preconceived ideas people may have when they walk in the
door. How can you overcome these?
churches are judgmental
churches are boring
churches aren't friendly places
churches only want my money
no one will really care about me and my family
_____________________________
_____________________________
_____________________________
Steps to accomplish:
place friendly people on your greeter team
make it clear giving is for members and not guests
have an exciting service that will engage kids and parents
_____________________________
_____________________________
_____________________________
EMOTIONS
Emotions are often more powerful than logic when it comes to decisions.
What emotions do you want people to experience? How can you create an
environment that fosters these emotions?
comfortable
welcomed
accepted
secure
honored
__________________________
__________________________
__________________________
Steps to accomplish:
have greeters that represent all seasons of life
place people as greeters who know how to make guests feel comfortable
train greeter team what to say and not to say
give parents a pager and let them know you will connect with them if there are any issues
_______________________
_______________________
_______________________
WANTS
This is an
opportunity to create the "wow" factor by going above and beyond the
needs that people are expecting you to meet. When you provide this, you
differentiate yourself and give families more reason to return.
great parking spot
greeted at door
quick service
walked to classroom
someone to take a personal interest in them
_______________________
_______________________
_______________________
Steps to accomplish:
have guest parking spots near the door
have greeters at every door
have a separate check-in area for guests
always walk people to their room
find out something about their family and mention it in a handwritten thank you note
_______________________
_______________________
_______________________
This is an excerpt from my newest book - "Be Our Church Guest." This book will help you create a great first impression with your guests and help you see many of them return and become a part of your church. You can order your copy at this link.
