RELEVANT CHILDREN'S MINISTRY

Several years ago, I was eating lunch with the Pastor of one of the fastest growing and largest churches in the nation. I  was attending a conference at his church and he happened to sit at the same table as me for lunch.

I asked him lots of questions, one of which was this.

"How do you follow up with first-time guests?" 

He looked at me and said, "We don't follow up with guests until they sign up for a class or small group or take another next step.  Instead, we strive to create irresistible environments that are so good it compels guests to come back."

His strategy made sense to me and it is obviously working as they are reaching and discipling thousands of people each year.

So where does an amazing "customer experience" begin.  What is the first step you can take to make your ministry irresistible?

I believe the foundation that great customer experiences are built upon is first and foremost the "feeling" guests leave with.

How do you make guests feel?  They won't remember everything they heard in the service or how good the coffee was or how hard or soft the seats were or how cool the next gen environments were.

What they will remember is HOW YOU MADE THEM FEEL.

That being said, training your team members to really care about your guests and regular families, must be a top priority.   As you invest in your team members and model for them what it means to give guests and families a great experience, you will see more return for a second visit.

We've all heard the statement - "People don't care how much you know, until they know how much you care."  It's true.

When you develop a team that not only knows how to teach, lead worship, guide a small group, greet at the doors and smile, but also knows how to give guests great feelings, you will see growth.

Developing a team of volunteers who know how to give guests a great experience is essential.  They must be empowered and equipped to deliver service that exceeds customers' expectations.

As you train, equip and empower your team members to deliver great costumer experiences, remind them that every interaction contributes to people's overall expectations.

Teach your team this principle...

No one owns the guests, but you do own the moment you are with them. 

Even if guests only interact with your team members for a few minutes, every person they come in contact with makes an impact - positive or negative.  Guests will base their experience on the sum total of everyone they come in contact with. Every interaction either contributes or damages their overall experience.  Your team members must understand and embrace this (with a good attitude).

Studies show that there is a positive connection between the emotional experience you give guests and their likelihood to return.  Feelings matter and are a big factor in guests returning or not.

Excellence is found in the little details done well.  Big impact often happens in the seemingly small moments.  Little adjustments can create a "wow" factor.  Greatness is reached one small, intentional step at a time.

Here are 20 of those "little things" that can make a big difference in your ministry.

1. Having greeters interact with people not only when they are coming, but when they are leaving as well.

2. Reserving the best parking for guests.

3. Asking parents ahead of time how long you should let their child cry before paging/calling them during the service.

4.  Walking guests to their room instead of pointing.

5.  Using people's name when addressing them.

6.  Having a designated area where moms can park their strollers.

7. Text volunteers on their birthday and tell them what a gift they are to you and the ministry.

8. Smiling.

9. Enough toilet paper in the bathrooms.

10. Putting an "I've been changed" sticker on diapers after changing in the nursery.

11.  Sending a handwritten note rather than a email.

12. Volunteers taking kids' prayer requests home and praying for them during the week.

13. Thanking volunteers more for who they are than for what they do.

14. Saying the words "I believe in you" to a pre-teen.

15. Keeping the pencils sharpened for small group leaders.

16. Returning phone calls.

17. Having a separate check-in line for guests.

18. Getting down on your knees and looking a preschooler in the eyes when talking to him or her.

19. Cleaning & disinfecting the nursery items after each service.

20. Playing fun, cheerful music in the hallways before and after service.

Your turn.  What are some other little things that make a big difference?  Share your ideas and thoughts with us in the comment section below.

Recently, I took my car in for some maintenance.  I took it to a small company that specializes in working on the brand of car I own.  When I entered, I was immediately greeted and made to feel at home.  After getting my information, they offered me the option of a complimentary ride home during the wait or I could hang out in the waiting lounge.  I chose to stay since I had brought work with me.  Seeing I had my laptop, they quickly let me know free wi-fi was available. 

If you've been to have your car worked on, you know that most car businesses offer free coffee.  And this business did as well, but they made the experience exceptional.  Whereas most places have serve yourself, one of their workers came and asked what kind of coffee I would like.  They offered several options.  After taking my order, he returned in a few minutes with not only the coffee, but with breakfast food as well.  For me, that seemingly little extra touch turned a good experience into an exceptional experience.

This weekend a family is going to walk through your church doors for the first time.  They will decide if they are going to return or not based on the guest experience you provide for them.  If the experience is good, they may return.  But if the experience is exceptional, the likelihood that they return increases greatly.

How can you make their experience exceptional?  Well, here's the good news.  It doesn't take a lot of extra money or time.  You see, it's the small things that make a guest family's experience go from good to exceptional.

Walt Disney World resorts are a great model of how small, intentional add-ons can turn good into exceptional.  Here are some examples.

• Pixie Dust: “Close your eyes, make a wish, and with a little faith, trust and pixie dust may all your wishes and dreams come true.” That’s the special phrase you may hear as a merchandise Cast Member sprinkles pixie-dust over a guest entering one of their retail locations.  Being “pixie-dusted” creates a magical moment that can transform a typical shopping experience into a cherished memory.

• Bell Ringer:  Every day at noon, a guest is chosen to ring the lunch bell at Pecos Bill Tall Tale Inn & Café – one of their quick service dining locations in Magic Kingdom Park. With the clang of the bell, and the aid of fellow cast members, the bell ringer is encouraged to call out to passersby – “It’s time for lunch! Come in and eat!” Again, this simple touch provides a unique experience for the bell ringer, as well as for fellow diners and those who thought they were just passing by.

• Celebration Buttons: These provide a unique opportunity to connect with guests on an individual basis.  Celebration buttons send a visual cue to cast members that a guest is celebrating a birthday, anniversary or their first visit.   This creates numerous chances for fun, spontaneous interactions with cast members and guests.

As you can see, the above examples don't take a lot of extra money or even much time.  You can get more tips from Disney about creating exceptional guest services experiences in our book If Disney Ran Your Children's Ministry.   Think about some small things like this that you could do to provide your guests with an exceptional experience.  I would even encourage you to sit down with your team and make a list of some simple add-ons that have the potential for this.

Here are a few ideas...

• Have a separate check-in area for guests. 
• Give guests a small gift with your ministry logo on it (an example would be a wristband).
• Walk guests to their room instead of pointing them. 
• Give guests a "fast pass" for pick-up. 
• Give guests a special name tag or button so volunteers can give them extra attention and make them feel at home.
• Call guests by their first name. 
• Find out what the guests' favorite candy is and get it for them. 
• If you sell coffee at your church, give guests a coupon for free coffee.
• Offer a guest reception area for new kids and their parents after the service. Have popcorn, snacks, etc. available at the reception. 

Exceptional service makes an impact.  Exceptional is remembered.  Exceptional service brings families back.  Exceptional service helps grow a ministry.   Exceptional service helps close the back door.

Your turn.  The floor is yours.  What are things you do to provide exceptional service for guests?  What are some of the little "add-ons" you do for them?  Share your thoughts and ideas with us in the comment section below.

No one likes to feel awkward.  Think back to a time when you felt awkward.  It wasn't a pleasant experience, was it?  Many people will do everything they can to avoid being put in an awkward situation.  And if they do find themselves in an awkward situation, they make sure to steer clear of it the next time.  This includes a guest who is made to feel awkward at church.

Now if you are reading this, feeling awkward at church is probably not something you worry about.  You know what is going to happen, where to go, have friends and feel right at home.  We forget what it's like to walk into a church for the very first time, not knowing anyone and wondering if you'll be put in an awkward situation that will make you feel uncomfortable.

We have to remember that we only get one opportunity to make guests feel welcome.  If we make them feel awkward on their first visit, they will probably go into flight mode and not return.  And then it doesn't matter how many times we call them, email them, text them or whatever else is part of our "follow-up" plan, they aren't coming back.

So...how do churches make guests feel awkward?  Here are 10 of the most common ways that I have observed. 

#1 - Having everyone turn and "say hello to someone near you" during the beginning of the service.  A lot of churches do this...even many growing churches.  But have you ever stopped to consider that it can make a guest feel awkward?  What is meant to be a "church family" moment, can be intimidating to both regular attenders and guests.  You know what usually happens, you've experienced it.  The average person turns and awkwardly says "hi, how are you?" to the person behind them and it stops at that.  Extroverts love this time during the service, but you have to remember that many of your guests are not extroverts and this places them in an awkward situation.  Yes, connections can be made during this time, but you also risk making many guests feel awkward and even more like an "outsider."

Unawkward Options: (I don't think unawkward is a word, but I'm going to use it anyways)

• Make sure you have greeters at the doors to say "hi" to people when they enter.  This is more natural and less awkward for guests.
• Greet everyone from the platform and do a general "welcome" to guests. 
• Have a person assigned for each part of the auditorium who casually welcomes people and engages them in meaningful conversation before the service starts.  This again, will be more natural.  This person should be a people person and have the ability to put people at ease and make them feel comfortable.

#2 - Publicly singling out guests.  Some churches even go so far as having guests stand or they ask the members to sit down, leaving the guests awkwardly standing and feeling embarrassed.  What is meant to make guests feel honored and special, usually does the opposite.

Unawkward Options:

• Invite guests to a guest reception after the service where they can meet the pastor and other people in the church.  This places the option in their hands instead of forcing them to identify themselves during the service.
• Have a guest card available in the seats that people can fill out if they'd like to.  The card should have the option for someone to contact them if they'd like more info.
  

#3 - Not showing guests where to go.  Last summer, I was at Universal Studios.  I was looking for the newest Harry Potter area of the park.  I walked up and down the street where the entrance was supposed to be, but couldn't find it.  I finally approached one of the staff and asked them where the entrance was.  She said "it's right back where you were at."  Still confused, I said "oh, okay" and went back to look for the entrance.  As I went up and down that part of the street, I felt very awkward.  I couldn't find it!  Finally, I peaked around the corner of a brick wall and there was the narrow entrance.  Now I know they designed it that way on purpose, to stay true to the book, but man was it awkward looking for it!

I wonder how many times guests have felt the same awkwardness at a church?  No directional signs, no hosts to show them the way, no clear visual of what is where.  And so guests end up awkwardly driving around the building, not sure which door to enter or they walk through the building, not sure where their child's class is or which way the auditorium is, too embarrassed to ask someone.

Unawkward Options:

• Have your building areas and entrances clearly marked on the outside.
• Have clear signage that identifies guest check-in. 
• Have clear way-finding signage.
• Always walk guests to their rooms.

#4 - Asking guests to raise their hands during a worship moment.  I know it's a good thing to raise your hands during worship.  I'm for it and do it.  But when you ask everyone to raise their hands, it can make a guest feel awkward.  Maybe we shouldn't put them in that situation.

Unawkward Options:

• Let the Spirit lead people to raise their hands in worship rather than asking them to.
• Don't create a culture that says people who raise their hands in worship are more spiritual than those who don't.
  

#5 - Asking guests to fill out long, detailed check-in forms.  Yes, you have to get basic information for a guest family to check their children in, but make sure it's basic information.  The more information you ask them for, the more awkward they will feel.

Unawkward Options:

• Trim down your information gathering to just the bare necessities. 
• Use electronic check-in rather than hand-written forms for guests.  Most people would rather type than write (and it's easier to read).
  

#6 - Making guests wait in line.  No one likes to wait in line.  Especially guests.  And when you make them wait in line, you place them in an awkward situation.  Think about how you feel when you're at a store and need help, but the store clerk is talking with another costumer.  You stand there awkwardly, waiting for your turn...trying not to appear too overbearing, while at the same time trying to let the clerk know that you need help as well.  That's how guests feel when we make them wait in line at church.

Unawkward Options:

• Have a separate check-in area for guests.
• Have enough greeters and volunteers so people do not have to wait in line for more than 1 minute before being helped. 
• Acknowledge everyone as soon as they get in line, even if you can't help them right that moment.  A simple "Hi!  Glad you're here!  I'll be right with you!" makes a big difference and will help take the edge off their awkwardness.
  

#7 - Making guests hunt for a place to park.  We've all experienced the awkwardness of riding around a crowded parking lot, looking for a place to park.  It's not fun!  You do not want guests to experience that feeling at your church.  If they do, more than likely they will just drive away.

Unawkward Options:

• Have clearly marked guest parking that is close to the building.
• Staff and volunteers should park in the worst parking spots and save the best parking for guests.

#8 - Not acknowledging guests at all.  The flip side of singling out guests is not acknowledging them at all.  When a guests walks in a church and is met with stares, but no greeting or even a handshake, they leave with the awkward feeling of not being important enough to even be acknowledged.

Unawkward Options:

This syncs with some of the previous options:

• Make sure you have greeters at the doors to say "hi" to people when they enter. 
• Have a person assigned for each part of the auditorium who casually welcomes people and engages them in meaningful conversation before the service starts.  This person should be a people person and have the ability to put people at ease and make them feel comfortable.
• Invite guests to a guest reception after the service where they can meet the pastor and other people in the church. This gives guests the option to connect and be identified if they'd like to.

#9 - Assuming guests know what regular attenders know.  When you don't communicate details that guests need to know, you can put them in an awkward situation.  Here's an example.  You don't tell a guest father that he will need the security tag to pick up his child after the service.  He hands the security tag to his wife and then shows up at pick-up without it.  This causes him to be put in an awkward situation and embarrasses him in front of other parents.

Unawkward Options:

• Think through ahead of time, the must-know details you need to communicate to guests.
• Train your volunteers to show extra patience and care with guests.  The last thing a guest needs in an awkward situation is to be made to feel even more awkward because of an impatient or rude volunteer.

#10 - The church not dressing like people do in everyday life.  Here's an example.  When someone in jeans walks into a church full of suits, the person will feel awkward.  When someone in a t-shirt is greeted by a bunch of ties, the person will feel awkwardly under-dressed.

Unawkward Options:

• The pastor and staff leading the way by dressing in everyday casual wear...whatever that means in your culture.  For a rural church, that might mean jeans.  For a church in an area that has lots of businessmen, that might mean khaki's and a polo shirt.  For an area comprised of young adults and college students, it might mean something even more casual.  
• Use images of people in casual wear in your branding, advertising, etc. 

Are you making guests feel awkward in any of these areas?  If so, it might be why the percentage of guests that are returning is low.  What changes can you make to take away the awkwardness?

Let's never forget what it's like to walk in the doors of a church for the very first time.  And let's do everything we can to create an environment where guests can come and not feel awkward.

It's that time of year.  Churches everywhere are gearing up for their Fall Festival.  We're in the middle of our preparations.

One of the biggest questions churches ask as they prepare is, "How do we see the guests who attend come back on a Sunday for services?"

That's a question we wrestle with every year.  We've tried lots of different strategies.  We've tried big giveaways, follow-up emails, follow-up phone calls and starting an exciting new weekend series following the festival, just to name a few.

And to be honest...it has been with limited success.  Yes, we've reached a few families with these strategies, but we want to be more effective at seeing the guests who attend our Fall Festival return and become a part of our church family.

And I've got a feeling you're thinking the same thing.  I've yet to hear of a church that has cracked the code on this and been able to see a high percentage of guests return from their Fall Festival and become connected long-term to their church.

So with this in mind, we went back to the drawing board and have developed a new strategy that we're piloting this year.  I'm going to share it with you.

We're casting vision to our church familiy that the Fall Festival is a great opportunity to invite their unchurched friends, neighbors, family and co-workers to the church.  People will come to a Fall Festival that would otherwise never set foot inside a church...if they are invited.

We started this past weekend (4 weeks out) encouraging our church family to begin inviting people to come with them to the Fall Festival.  We showed this video and our campus pastors talked about it from stage. 



Provide invite tools.  We are providing invite cards that our church family can use to invite people with. 

We will have a guest VIP area at the Fall Festival that our church family can bring their guests by.  This area will be exclusively for guests who have never been to our church.  It will be stocked with extra candy and a gift for every guest.  The gift will be a ball with our children's ministry logo and website on it.  We will also have key staff and volunteers there to meet the guests and spend time with them.  Our church family will know ahead of time to bring their guests by this area.

We will give guest families an invitation to come back for a Sunday service.  At the guest area mentioned above, we will give guests an invite card to a weekend service.  The kids will be able to redeem the invite card for a free t-shirt when they return.  The t-shirt will have our logo on it.

We're casting vision for our church family to do the primary follow-up with the guests they bring.  The primary reason a guest is going to come back is because of a relationship they have with the person who brought them.  So we're going to be encouraging our church families to invite their fall festival guests back for a weekend service. 

We will provide photo opps with costumed characters for families.  We know families love to take pictures of their kids with characters.  They will stand for hours in line at Disney World for this.  The photo opps will also include our children's ministry logo as part of the background.  This will not only provide memories for families, but will also help us spread the word about our children's ministry as parents post the pictures on social media.

It will be interesting to see how this strategy does.  I'm excited to see what happens.

Your turn.  The floor is yours.  What are you doing to encourage Fall Festival guests to come back for weekend services?  Is there something you've done in the past that has worked well?  Share your thoughts and ideas with us in the comment section below. 

Is your children's ministry in a slump?  Perhaps attendance is dipping or volunteers are tired or there is a lack of energy and excitement?

If that's the case, then be encouraged.  You can bring your ministry out of the slump.  Here's 7 steps that will help you get back up to full speed. 

Step #1 - Acknowledge it.  You're not alone.  Ministry has it's ups and downs.  We've all been there.  The Bible even talks about being faithful "in season and out of season."

But sometimes our insecurities will cause us to stick our head in the sand and ignore the slump.  We tell ourselves that the ministry is fine and nothing needs fixed...while in our hearts we know it's not doing well.  I think we all struggle at some level with our self-worth being tied to how healthy the ministry is and the temptation is to tell ourselves it's not in a slump to preserve our self-esteem.

First of all, resist the temptation of your self-worth be determined by how the ministry is doing.  Remember your self-worth is not based on what you do, but on whose you are.  You are priceless because you are a child of king Jesus.  Your standing with Christ is not based on the health of the ministry you lead.

When you realize this, it gives you the freedom to be open about the health of the ministry and acknowledge when it is not doing well.

So the first step to getting out of a slump is having the courage to say, "The ministry is in a slump.  It is not as healthy as it should be.  I see it and acknowledge it and want to lead us out of it."

Step #2 - Talk about it.  This doesn't mean you go around whining to everyone about how bad things are or discourage everyone by acting like Chicken Little.  What it does mean is you gather some key leaders around you and get their perspective on the situation.  Approach these conversations with a positive, pro-active attitude.  You can't fix this alone.  You will need others around who can help bring you bring the ministry out of the slump.

Step #3 - Find out why.  Step 2 leads us into step 3.  Access the situation.  Find out what is causing the ministry to be in a slump.  Identifying the why allows you to fix it.  Write down the reasons.  Some may be out of your control.  But usually most of the reasons can be fixed if you identify them.

Here's an example.  A few years ago at one of our campuses, the children's ministry attendance was flat.  We simply weren't growing.  We acknowledged it and sat down to talk about why this was happening.  We soon realized that we were simply maxed out at one of the service hours.  There was no more room to grow.  This allowed us to make the decision to add an additional service hour.  Once we did that, we were able to get out of the slump and start growing again.  We were able to fix it because we identified it. 

Step #4 - Have the courage to change what is causing the slump.  It may mean changing an ineffective program that is draining the ministry.  It may mean letting a volunteer go who is negatively impacting the ministry culture.  It may mean replacing an event that you've always done with something else.  Tradition is good...unless it is causing a slump.  Mission must always trump methods.

I have found that some of the hardest things to change are not things that someone else started, but things that I started.  Are you the same way?  We like change...unless it effects our pet idea or program.  But we must hold the ministry with open hands and be willing to change anything that is causing the ministry to slump...including our own ideas.  Just because something worked yesterday doesn't mean it will work today, right?

Step #5 - Find a way to bring the excitement back.  What can you do to bring back the energy and excitement?  Several months ago, we began to sense that our children's ministry was in a slump.  It started with some of our campus pastors noticing that the children's ministry's energy level at their campus was down.  As we talked with them, we realized they were right.  In recent months, the children's ministry had kind of fallen under the radar and wasn't the life-giving, momentum-bringing force that it had been in the past.

So we decided to find a way to change that.  We decided to have a big weekend where we would highlight the children's ministry church-wide.  The kids lead worship in the adult service, prayed for the offering, we showed videos about what was coming up in children's ministry and much more.  A few weeks later, we had a big day for children's ministry where our kids went all out to invite their unchurched friends.  It was a big success with over 220 first-time families coming that weekend.  You can read more about that here.  We also upped our social media presence big-time with more posts on Instagram and Facebook.  We also began to be more intentional about sharing the stories of kids and families whose lives are being impacted.  We have felt the excitement and energy level shift back up and there's a buzz in the air.

Step #6 - Go back to your primary motivation.  We talked last week about how the natural tendency is to shift our focus to the what instead of the why.  If the focus remains on the what and the why is marginalized, people will begin to just go through the motions.

The why is your mission statement.  It's why you do what you do.  Keeping people's attention on the why will help keep you out of a slump. 

Step #7 - Bring new volunteers on board.  I have found that new volunteers bring fresh energy, excitement and passion.  Think about your ministry like a football team.  You need the veterans.  But you also need the rookies.  They not only breathe new life into the team, but they help keep the veterans on their toes as well.

My wife works as a heart monitor tech in a local hospital.  A big part of her job is watching the patients' pulse rates.  When someone's pulse rate drops she has to bring it to the nurse's and doctor's attention so the person can be stabilized.  As a children's ministry leader, think of yourself as the heart rate monitor for the ministry.  Your job is to monitor the pulse of the ministry and when it starts to drop, be there to help stabilize it and get it back on track.

Happy monitoring! 

Did you know that your physical space impacts your children's ministry?  Since it can be seen, it has immediate influence on the families who walk into the doors of your church.

Disney is a great example of using physical space to make an impact on families. When you go to a Disney park, nothing you see is the way it is by accident.  It has all been carefully thought through and planned for maximum impact.  From the signage to the buildings to the color schemes to the layout, it's all been designed to contribute to the guest experience. 

Yes...I know...buildings alone don't bring kids and families back...it takes helping people feel loved, connected and cared for.  But...don't underestimate the physical space as a contributor to people's experience at your church.  People's perception of your "where" is a significant part of their overall experience.

The COOLNESS of your physical space impacts your children's ministry.  Whether you have a big budget or small budget, do everything you can with what you've got to make your physical space cool for kids.  Use paint colors that kids think is cool.  Use sign graphics that kids think is cool.  Use decorations that kids think are cool.  Use props that kids think are cool.

I didn't wait until I had a seven figure budget to start making the physical space cool for kids.  Years ago, at a country church I was given the basement for the children's ministry.  It was a plain room with beige walls and brown metal folding chairs.  I had no budget.  But I wasn't going to let that stop me.  I turned it into a clubhouse for kids.  I literally went and got old wood, tree branches, crates and more and make it look like a kid's clubhouse.  The kids loved it and we begin to grow.

Whatever God has placed in your hand at this time, use it to bring coolness to your physical space.

The CLEANLINESS of your physical space impacts your children's ministry.  Disney has a great saying - "Everything speaks."  That means that everything people see in your physical space either speaks positively or negatively about your ministry.  When parents drop off their kids, they notice whether or not the physical space is clean.  When your volunteers serve, they notice whether the physical space is well organized or not.  When guests pull onto your property, the cleanliness of your physical space sends a message to them.  Even when people enter your bathrooms, it speaks volumes about your commitment to excellence.  What is your physical space saying?

The CONVENIENCE of your physical space impacts your children's ministry.  The way your drop-off and pick-up is designed impacts your children's ministry.  Where your parking is in relation to your preschool area impacts your children's ministry.  Where first-time guest check-in is located impacts your children's ministry.

Spend time watching and evaluating how your physical space is designed.  Is it convenient and easy for families?  What can you change to make it more convenient?  What can you adjust to make the traffic flow better?  What can you tweak to make it quicker for new families to check-in?

What kind of impact is your physical space currently having on your ministry?  Is it what you want?   Is it time for some updates?  Is it time for a new coat of paint?  Is it time to knock down a wall?  Is it time to move some classes?  Is it time to bring in new signage?  Is it time to put up some new theming?

Decide today to start the process.  And if you're looking for some help with theming, check out these amazing companies.

Worlds of Wow
Wacky World Studios
Little Mountain Productions 
Plain Joe Studios
Jonathan Martin Creative
Creative for Kids 
 

A family is about to walk into the doors of your church for the very first time.  They may have just moved to the area and are looking for a church.  They may have been invited by a co-worker.  They may be having marriage trouble and have decided to give this "church thing" a try.  They may have looked at their young children and decided they want to give them some spiritual training.  Whatever the reason...they are about to walk in and the experience they have will determine if they return or not.  A lot is at stake. 

My friends at Disney talk about 3 big keys to creating a great experience for guests.  It's great insight.  Let's talk about it.

First, let's discuss PROCESS.  This is about the steps put in place to enable a seamless and issue-free first experience.  This includes things like registration, drop-off, pick-up, safety and security steps, traffic flow, signage, etc.  Your processes should be set up to best serve your guests.

The next big key is PLACE.   This is the environment the family walks into.  Is it clean?  Is it well-maintained?  Are the kids' areas kid-friendly and decorated with kids in mind?  Is the decor in the adult areas modern?  It is critical to remember that when it comes to the place...everything speaks.  The bathrooms...the grass in front of the church...the trash cans...the carpet...the theming...the seats...it all sends a message to the guest family. 

The last big key is PEOPLE.  The people the guests interact with will make or break their experience as well.  An indoor playground for kids can't make up for the damage caused by a rude person at check-in.  Every person your guest encounters on their first visit either adds to or subtracts from their experience.  While you can't monitor their interaction with every church member they encounter, you can work hard to ensure that their interaction with your volunteers is stellar by putting the right people with the right personalities in the right places.

When process, place and people come together, you will see families have a great first experience which will lead to many of them returning.

Think about it.  Talk about it with your team.  How can you be more intentional about your processes, your place and your people?  What is one way you can improve your processes, place and people to create a better overall experience for guests?

In this article, I shared 5 things guests hate doing at church.  The first one was waiting in line.

People hate waiting in line.  I do.  Don't you?  If you need a reminder, visit your local DMV for a refresher course.

Each weekend, there are 3 times that have the potential to cause people to get "stuck in line" at your children's ministry.  These are 3 times that you should monitor closely.

Time #1 - First-Time Guest Registration.  You want to make the registration/check-in process for new families as quick as possible.

One way you can shorten the time is by having a separate check-in area for first-time guests.  Don't make them wait in line with your regular attendees.

Another way to shorten the time is by having a simple registration form.  The more information you have to collect from them, the longer it will take.  Trim down your registration form to the basic need-to-knows.  You can also do away with paper registration forms and collect the information on a computer or tablet.  It's quicker to type it than write it...and you get the added bonus of being able to actually read what it says versus trying to decipher someone's handwriting.

Two weeks ago, I timed the check-in process for a new family.  Literally.  I took the stopwatch on my iPhone and timed it.  It took 5 1/2 minutes from the time they stepped up to the registration table to the time they arrived at the classroom door.

Not bad...but not great either.  I'm working to get it down to 3 minutes.  We are preparing to move to a digital form like I mentioned above.  I believe this will shave off some of the time.

Time #2 - Check-In for regular attenders.  How long does it take your families to check in?  How long do they have to wait in line?  Monitor this closely.  If you have lines backing up, it's time to add some additional check-in stations.  If you're using digital check-in, how fast is it?  Are the computers or tablets running at optimal speed?  Do you need to get a better internet connection?  Update some computers?  Invest in a new check-in system?  Regular attenders should be able to check in with a time frame of 1 minute or less.

Time #3 - Pick-Up.  Having to wait after service can be even more frustrating than before service.  Families are ready to see their kids...ready to go eat...ready to get home.

Monitor this.  How long are parents having to wait to get their child?  Are there lines?  Are parents getting impatient?

One way you can shorten pick-up time is by being prepared for service to be out.  Have someone keep you informed about how far along the adult service is so you can know when to wrap up.  Have someone give you a 10-minute and 5-minute warning.  When parents are arriving is not the time to start organizing take-home papers or start wrapping up the lesson.  Have everything wrapped up and ready before the first parent comes to the door. 

Another way is you can shorten the pick-up time in preschool is by placing the take home papers outside the classroom.  We have created "clothes lines" on the wall outside the door and this where we hang them for parents.

Honoring ratios and room capacities is another important factor in cutting down pick-up time.  If a room is overcrowded, the pick-up time will naturally be longer.  Make sure you maintain a proper volunteer-to-child ratio as well as honoring room capacities.

A few weeks ago, I timed how long it took parents to pick-up their 4-year-olds at one of our campuses.  It took 6 1/2 minutes from the back of the line to the door.  That is not good.  The big reason was we didn't have the other 4-year-old room open.  Hence the long wait.  We have corrected this and last week I timed the same room and it was down to 3 1/2 minutes.  Better...but I'm hoping to get it down to 2 minutes or less.

It's important to remember that people decide in the first 8 minutes of they are going to come back to your church or not.   You don't want them spending those first 8 minutes waiting in line.

Here's 10 simple things you can implement that will immediately improve your children's ministry.

#1 - Add music in the hallway.  Having music playing in the hallway when families are coming and going will greatly enhance the mood and atmosphere.

This can be as simple as using a portable CD player or iPod with a speaker.

#2 - Fresh paint.  Can't afford to remodel or theme out your children's area?  A simple coat of kid-friendly paint can make a world of difference.

#3 - Ask parents how long you should wait before paging them if their child starts crying.  This takes the guessing out of it and will immediately help new parents feel at ease when they are dropping off their child in the nursery.

#4 - Send handwritten notes to guests instead of emails or form letters.  In the day of technology, a handwritten note is gold and shows people you really care.

#5 - Have your greeters at the doors after the service.  Ask your greeters to be at the doors after the service to tell people good-bye as they are leaving.  This extra touch will make a huge impact.  People remember their last few moments at church and this will make those last few minutes memorable.

#6 - Give guests a special sticker or name tag to let volunteers know they are new.  Volunteers will then know to give these kids extra attention and help them feel welcome.

#7 - Have a photo spot for families.  A simple backdrop with a few props will provide a great place for families to capture a memory.  Change out the backdrop based on the season.

#8 - Start a Facebook page for parents.  It's free.  It's easy.  It's a great way to connect with the parents in your ministry.

#9 - Ask someone who normally isn't in the children's area to come and be a mystery shopper.  Ask them to make a list of their observations and ways you can improve.  Having outside eyes look at your ministry will provide you with valuable feedback.

#10 - Meet with a group of kids and get their feedback on how to improve the ministry.  This simple meeting will give you valuable tips on how to take your ministry to the next level.

Your turn.  Share some simple ideas you've used to improve your children's ministry in the comment section below.

One of the most critical areas of your ministry is guest services.

People decide in the first 8 minutes if they will return or not.  This means you have to make a good first impression quickly.

Here's a FAST way you can help guests feel welcome in the first 8 minutes.

Equip your guest services team with this simple tool and you'll see more guests return and get connected to your ministry.


If you'd like a copy of this as a .jpg, feel free to email me at dalehudsoncm2@gmail.com.

A few weeks ago our kids brought over 150 of their unchurched friends to church in one weekend.  This was the result of an intentional strategy which is illustrated below.

The experience guests have on their first visit is the biggest determining factor if they will return or not.  You can "follow up" all you want, but if they have a bad first experience, the chances of them returning is slim to none.

There's a tool that Disney uses to create great experiences for families.  The tool is comprised of 4 elements.  They call it a compass since the letters correspond with the four directions of a compass.

N - Needs
S - Stereotypes
E - Emotions
W - Wants

Below is a tool I've 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.

Here are the instructions for using the tool.  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.

N - Needs
Identify and list the basic needs your first-time guests have.  These are the bare minimums that you should provide people with.

• 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
• _________________
• _________________
• _________________

S - 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 greeter team
• make it clear giving is for members and not guests
• have an exciting service that will engage kids and parents
• __________________
• __________________
• __________________

E - Emotions
Emotions are more powerful than logic when it comes to decisions.  People will remember how you made them feel more than anything.  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
• _________________
• _________________
• _________________

W - 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.

• greeted at door
• quick service
• walked to classroom
• someone to take a personal interest in them
• _________________
• _________________
• _________________

Steps to accomplish:

• 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
• __________________
• __________________
• __________________ 

If you'd like a copy of this infograph as a .jpg, feel free to email me at dalehudsoncm2@gmail.com.

We recently purchased light up gloves for our greeters.  The gloves have a battery that lights up the LED fingertips.  Kids love them and it puts a smile on their face as they enter.

Since first-time guests decide if they are going to return in the first 8 minutes (you can read more about that here), anything you can do to add a "wow" factor will increase the chances of them returning.

The gloves are fairly inexpensive.  You can get them on Ebay or Amazon for as low as $5-10 a pair.

What are some other fun things you do to welcome people?  Share your ideas with us in the comment section below.

Last week at a conference, I taught a session entitled "The Return of the Guest!"

I shared tips on how to get new families to return.  Everyone is looking for ways to close the back door and get guests to return.  Here are some things we've seen work.

I grew up in Small Town, U.S.A.  We had 2,500 people in our town.  I have a special place in my heart for small towns.

The church I serve in now is a multi-site church.  One of our campuses is in the largest city in America...New York City.  Our campus there meets right across the street from Central Park and is surrounded by millions of people.

Another one of our campuses meets in a small town that is the opposite of New York.  Instead of being surrounded by skyscrapers, it is surrounded by farms, mom and pop stores and cow pastures.  It may not be in a hugely populated area, but there's no reason why we can't build a thriving children's ministry there.

If you are ministering in Small Town, U.S.A., you might be tempted to look at mega-churches that are located in heavily populated areas and feel like you're not as successful as they are.  Nothing could be farther from the truth.

Some of the best children's ministries in America are found in small towns.  And many of them, based on population, are reaching a larger percentage of people than mega churches in huge cities.

I am really excited about what God is doing at our campus in this small town.  Let's go on a tour and I'll share some keys to building a thriving children's ministry in a small town.

Make children's ministry a top priority in the church.  These are pictures of the adult auditorium.  We make sure we talk about children's ministry in the adult service.  The kids also come in and sing sometimes during the service.  Emphasize the importance of children's ministry to the entire church.


Invest your time in building a solid volunteer team.  One huge key to a thriving children's ministry is a thriving volunteer team.  The success of your children's ministry hinges on this.  Invest heavily in your volunteers.  Here is a picture of some of our volunteers praying together before the service.


Make sure every child is loved and personally known.  One benefit of a children's ministry in a small town is you have a better opportunity to know each child personally and help them grow in their faith.

Make your children's areas kid-friendly.   Even if you don't have a huge budget, you can make your children's areas appealing to kids.  Below are some examples.

USE KID-FRIENDLY COLORS

WE USE CURTAINS IN SHARED SPACE

Make safety and security a priority.  Even though the atmosphere in a small town may be more laid back, safety and security is still a must.  Parents want to know their kids are safe when they are at church.  Have a check-in name tag system.  If you can't do this electronically, then use hand-written security tags.

Get out into the community and serve.  Look for ways to support community events and get involved.  We make lots of great connections with families by doing this.  Because the community is smaller, you can really impact families personally.

Host events that families in the community can attend.  One example is hosting a Fall Festival.  We did this last fall and had lots of new families attend.
  
Take what you have and make it excellent.  What has God placed in your hand?  Give it your best.  It's not what you have, it's what you do with what you have.

Give first-time families a great first-time experience.   Just as in a big city, the biggest key to getting new families to return is giving them a great experience on their first visit.  Below is a first-time family check-in area we created.


Make your lessons fun, interactive and engaging.  No matter what size town they live in, kids want lessons that capture their attention and give them an opportunity to interact.


Have clearly marked signage.  Make it easy for people to navigate your campus.

Are you serving in Small Town, U.S.A.?  We'd love to hear about your church and what you are doing to reach the people in your town.  Share with us in the comment section below.

We all know how important it is to make new families feel welcome on their first visit.  But don't settle for just meeting their expectations.  Think about this.
How do you exceed guests' expectations?  One way is to make their day.  In other words, do something that is so far above and beyond what they would expect, that they never forget it.  Let me give you an example.

This past weekend, we met a new family.  As we were helping them get checked in, we began talking to the little girl.  She was precious.  4 years old.  We asked her what her favorite Christmas present was.  She answered with great articulation, "Chocolate!  I'm a chocolate girl!  I love chocolate!"  Her mom laughed with us about her enthusiasm for chocolate.

During service we went and got a giant chocolate, Hersey's candy bar (it was like a foot long).  When mom came to pick her up, the candy bar was handed to them with a handwritten note thanking them for coming.  They were blown away!

Think about the impact you can have if you do this for at least one family per week.  Try it...

• Be on the lookout for an opportunity.  It may come by overhearing a conversation in the hallway between two parents, asking a new child what their favorite candy or toy is or by talking with the family while you are checking them in.

• Totally surprise them.  When you make someone's day, it catches them by surprise.  The fact they didn't expect it, makes it memorable.

• Make it personal.  It needs to be something very specific that connects with something you just learned about them.  Giving the little girl a chocolate candy bar because she specifically mentioned it's her favorite is an example.  This may mean making a quick trip to the store during the service to grab something they mentioned.

• Make it no-strings-attached.  Don't make it conditional like "come back next week and we will give this to you."  Do it just to "make their day."  If you make their day, don't worry...they will be back.  

 Go ahead...make their day.

As a children's ministry leader, the questions you ask are just as important as the answers you give.

Here are 10 questions you should be asking on a regular basis.

1.  What is working well in our ministry that we need to continue doing?

2.  What is not working well in our ministry that we need to change or stop doing?

3.  How are we helping kids and families take spiritual growth steps?

4.  How many volunteers do we need and how are we going to bring them on board?

5.  How are we equipping parents to disciple their kids?

6.  What are our lids right now and how are we going to remove them?

7.  How many first-time guests are returning and how can we get more to come back?

8.  How are we equipping our volunteers?

9.  What is our volunteer turn-over rate and how can we lessen it?

10.  How can we reach more kids and families?


What are some other questions we should be asking?  Share your thoughts with us in the comment section below.