How is your return rate for your guests? The national average is like 7%. The vast majority of guests don't return for a second visit.
Let's be real. If a family has a bad first experience, they are not going to return. I don't care how many times you call them, text them, write them a postcard or even go to their house, they are not going to return.
You only get one opportunity to make an impact. The first impression truly is a lasting impression.
Here's five reasons why a family will not return to your church. The good news is this...with a few tweaks or adjustments you can change this and see many more families continue to attend and get plugged in.
You are not maximizing the first 8 minutes.
Did you know that people decide in the first 8 minutes if they are going to return to your church or not? You do not want them spending those 8 minutes trying to find a parking spot or wondering where to enter the building or trying to find out where to check-in.
Keep track of those 8 minutes. Look for ways to cut that time down. Maybe it's making sure you have plenty of guest parking right by the building or clearly marked entrances on the outside of the building or having greeters who can help guests know where to go.
The more people you can help maximize those first 8 minutes, the more guests you will see return.
You are making people wait in line.
People hate to wait in line. As much as I love going to Disney World, I also get frustrated when I have to wait for an hour to ride something. You don't want your guests to feel that frustration on a smaller scale.
Have a separate check-in area for guests.
Make sure you have short wait times to drop-off and pick-up kids at their rooms.
Someone was rude to them.
People will remember how you made them feel. You can have the best children's program in the entire world, but if someone is rude to a family, they are not going to return. Remember...while no one owns the guests and their time... everyone does own the time they are with them.
Your front door greeters may be nice to guests, but if the person at the classroom door is rude to them, that is what they will remember.
A guest's experience is the sum total of all of their interactions with the people on your team. Train your volunteers to smile and go the second mile to make guests feel welcome and loved.
Your security is lacking.
One of parents' greatest expectations is that their child will be safe in your care. And rightly so. We live in a time of abuse, school shootings, church shootings, kidnappings, trafficking, and more horrible atrocities.
If parents don't feel safe leaving their child in your care, they will not return. You must build walls of security around your ministry. This includes background checks, no one ever being alone with a child, an armed security team in place, check-in and check-out plan, windows to be able to see in the rooms, and more. Explain to guest parents your safety plan so they feel secure leaving their child in your care.
They didn't make a connection with anyone.
Yes, you shook their hand when they walked in, but then they were left to fend for themselves. All of their interactions were superficial. No one took the time to really talk with them and make them feel welcome.
They didn't see anyone else who looked like them. Make sure you have some young adults and parents serving as greeters. If all they see is grey hair when they walk in, they may not return. A healthy church has all generations represented
Take time to talk with your guests and get to know them. It's all about relationships. If they don't make any connections, they will probably not be back.
Have you gotten your copy of my new book - Be Our Church Guest...Pursuing Excellence in Church Guest Services? You can order the book at this link.
Your turn. What are some other reasons why guests don't return? Share your thoughts in the comment section below.
