RELEVANT CHILDREN'S MINISTRY

The goal is to see them return for a second time and become a part of your church.  

This is not always an easy task.  Stats show that only 7% of guests return for a second time.

That is where I was at.  We were seeing lots of guests come each week, but we couldn't seem to break that 7% return barrier. 

So I decided to put more effort and resources into our guest return strategy. 

We decided to give every guest a gift when they returned.  The gift was a nice t-shirt with our ministry logo on it.  

Here was the strategy. 

Each guest had a personal volunteer who helped them check in.  As the volunteer checked them in and walked them to their classroom, he or she would ask the guests questions like "how did you hear about the church" or "where did you move from" or "what school are you attending" and other small talk questions.

After the volunteer has helped the family get to their rooms, he or she will write out a personal note to the family.  As they write the note, they will mention something specific that they learned about the family.  An example would be a family who moved from Pittsburgh.  The volunteer will mention that in the note. This helps guest families see that the note is specifically for them and not just a standard letter that is used for everyone.

The handwritten postcard also has a return invite and says if they return the card the next time they attend, the kids will receive the t-shirt. 

Once we did this, our percentage return rate went from 7% to 38%.  The investment we made started paying off as we saw a lot more children and families return and get plugged into the church.  Many of the kids wore their shirt to school which helped spread the word about our ministry. 

This strategy can be used not only for church services but events like fall festival, family events, summer programming, etc. 

I want to encourage you to take a look at what percentage of your guests are returning.  

Put time and effort into implementing a strategy that will increase your percentage. I believe you can double the number of guests who return.

Your turn. What strategies do you use to encourage guests to return?  What is your percentage?  Share your thoughts and insights in the comment section below.

Our goal should be to give guests a great first experience when they come to our church.  If you provide this, you will see your ministry grow.

But consistently giving guests a great first experience can be challenging.  There are five key areas you should focus on if you want to take your guest services to the next level. 

G - greeters

U - understanding

E - empathy

S - smile

T - training

Let's talk about these.

Greeters.   

Your greeters are usually the first person that guests encounter.  Make sure you have happy people in these roles.  Their attitude about guests will make or break the experience. It is also important to have greeters that the guests can relate to.  Enlist young couples and people with children to serve in these roles.

Understanding.  

Train your volunteers to understand the importance of making new families feel welcome and accepted. You only get one chance to make a good first impression and they are a big part of this. 

The guest experience goes way beyond the front door.  Their experience is the sum total of all their interactions with your team members.

While no one owns the guest, they do own the moment they are with the guest. Make it an exceptional one. 

It is also important to make sure they understand what their job description is and how they can win in the role.

Empathy.  

It is essential that you train your team to see things from the guests' point of view.  They don't know where to go.  They don't know where to sign in.  They don't know how your safety and security process works. They don't know where to pick up their child.

We forget what it's like to be a guest at a church.  We assume that because we know our way around, that everyone else should be able to do the same.  Don't assume the signs you have put up will be enough information for them.  They need a person that will walk with them and make them feel loved and welcomed.  Someone who remembers what it is like to visit a new church and has empathy for what guests are experiencing.

Smile.  

Be friendly.  A smile is one of the most important things your team can do.  A smile says "We are glad you are here.  We are here to serve you and make you feel at home." 

I once had a first-time guest tell me that the person at the classroom door never smiled at them.  That is what they remembered from the visit.  Remember, people will remember how you made them feel.  Replace the frown with a smile.

Training.  

Train your team how to respond and what to do with questions and situations they will encounter.

"What do I do when a parent has lost their pick-up tag?"

"Do we allow siblings to stay together on their first visit?"

"Will you contact me if my child starts crying?"

"Where do I come to pick-up my child after the service?"

"Where is the student ministry building?"

These are just a few of the questions you should train your guest service team to be able to answer. 

Do these things well and you will see your guest experience go to a new level of excellence.