GUESTS & Ideas for churches based upon the #Disney “5 Principles of Hospitality” explained by former #Disney executive to #GreatCommissionResearchNetwork #GCRN18

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by Rich Taylor, former head of Disney Entertainment speaking to the Great Commission Research Network, Oct. 18, 2018 (commentary in italics by Bob Whitesel D.Min., Ph.D.)

Disney has 5-rules of hospitality.

 

 

  1. Anticipate – Look ahead to anticipate what will your guests need.
    • Walk the venue beforehand.
    • What will be the guests’ needs: childcare, restrooms, open seating?
  2. Arrival – What they experience on arrival.
    • What is the experience in the first five minutes?
  3. Great Experience – the Disney Experience.
    • What is the cumulative experience of the guest.
    • What will they feel after the first 15 minutes?  
    • What will they focus upon?
    • What will they remember?
    • Technology:
      • Don’t over-rely on technology. Be prepared for technology to fail and to have a Plan B.
      • Don’t rely on the latest technology, because the latests technology still has the bugs being worked out.  Adopt proven technology.  This would mean we should be “advanced incumbents” rather than “early adopters.” See this chart for a comparison.  
    • Selection:  Use people that are “naturally friendly” in Taylor’s terminology, which we might define as those with the “gift of hospitality.”
    • Training is another key.  Give them regular training at regular times for which they can plan.
  4. Departure – This is your last opportunity to make a guest feel great. When I went to theatre the other night, everyone welcomed us and said goodbye.  It was well done. But the valets were disinterested and unconcerned. What did I remember from the evening? The valets!
    • Have a departing gift, acknowledgment,
    • Have a banner that says “Thank you for visiting – we hope you encountered God.” of something like that that can be seen as they leave.
  5. Savor – If it has been a good experience they will savor the visit and the most important thing for Disney is that they will come back.
    • Visit growing churches to see what they are doing that is working.  You can’t do everything but you may be able to replicate something they are doing.
    • Follow up with them, right after they leave.  Send visitors an email that arrives on their way home.
    • Get feedback.
      • If they are a repeat visitor, ask them what you did well (and they will tell you what they enjoyed).
      • Have anonymous “ideas cards” that guests can fill out.