GUESTS & How to Lose a First Time Guest in 10 Minutes or Less. #CareyNieuwhof

 , Nov. 2018.

,,, Recently, on Episode 132 of my Leadership Podcast, I had a far-ranging conversation on a guest’s first ten minutes at a church with Greg Atkinson, author of Secrets of a Secret Church Shopper. You can listen in the player below, or better-yet, subscribe to my pocdast for free on

What’s surprising to me about the factors Greg outlines is that they’re actually simple hospitality, people and facility-related things.

Conclusion? Often the barrier to Christ isn’t spiritual—it’s us.

1. HAVE A BAD ONLINE PRESENCE

… When was the last time you thought about your website from the perspective of a first time guest? Same for your social media accounts or pages.

Most people will check out a church online long before they check out a church in real life. It doesn’t matter whether you live-stream your services or not, a simple website with basic information for a first-time guest is helpful. (Here’s an example from our site at Connexus Church.)

2. MAKE PARKING FRUSTRATING

,,, Want a clear, short expression of a great guest services vision? Check out Gwinnett Church’s Guest Services video.  The team at Gwinnett Church even takes pre-schoolers into the building on wagon rides. 4 year olds love it. 🙂 I’ll bet parents do too.

3. UNDER-GREET GUESTS

Many churches say they’re friendly. But what they mean is they’re friendly to each other.

… First-time guests need an appropriate welcome, clear directions to what’s next and the sense that there are people there who knew they were coming and are able to help them.

4. OVER-GREET GUESTS

… One rule that’s helped us at our church is simply this: greet people the way they want to be greeted.

Recruit emotionally intelligent guest services people who can sense if someone is an introvert and merely wants a ‘welcome’ or if a guest is an extrovert looking for a warm embrace and a conversation.

5. MAKE KIDS CHECK-IN COMPLICATED

… Two quick hacks can help this. Spend a bit of money on good technology. Get some updated tablets or computers that actually work (kids ministry usually suffer from hand-me-down syndrome) and give them meaningful wifi bandwidth so they run quickly.

Then, overstaff your check-in area. Have check-in people meet parents while they’re waiting in line and take their information so when they get to the front of the line they just need to get tags for their kids and go.

6. KEEP YOUR FACILITY TIRED AND DIRTY

The problem with your church is the same problem you have with your house: you become blind to the imperfections and problems.

7. CONFUSE THEM

… You may have clever theming for your kids environments or student environments, but make sure your signage is still clear for first-time guests. So while we call our pre-school Waumba Land, the sign in the main foyer says “Ages birth – five.” It’s just simpler that way.

Similarly, with the main auditorium or sanctuary, restrooms and other areas guests need to access. Just be clear.

… The interview with Greg Atkinson gives many more insights. I hope you check it out!

Read more at … https://careynieuwhof.com/how-to-a-lose-first-time-guest-in-10-minutes-or-less/

 

NEWCOMERS & To reach newcomers think of the Sunday service not as a worship “event” but rather as a “community” experience. Newcomers want to connect with the “community” & then through that community God.

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.

GUESTS & The 4 biggest blind spots of churches according to #LifeWay #agree

Commentary by Dr. Whitesel: I have conducted mystery visitor, Sunday worship analysis at hundreds if not thousands of churches. This article by Aaron Wilson is based upon the research of the FaithPerceptions.com group, and an interview with their founder Melanie Smollen. Read the article to find great summation of what I found.

Basically I see there are repeatedly four “missteps” (Wilson class them “blind spots”) in churches,  regardless of size, culture or polity. Here is a summation of each with my personal analysis followed by a link to Aaron’s excellent summation.

BLIND SPOT #1: FRIENDLINESS IS ENOUGH

Most churchgoers feel they’re friendly to visitors, because they’re friendly to the people they already know. But as a mystery visitor most Sundays of the year, I found that churches overlook and under engage guests. That is, unless a church is intentional in reaching out to guests and utilizing those people with the gift of hospitality, see 1 Peter 4:9, Rom. 12:9-13, 16:23, Acts 16:14-15, Heb. 13:1-2). Also see the chapter on spiritual gifts in my book Spiritual Waypoints (an overview can be found here: https://churchhealthwiki.wordpress.com/2015/04/29/spiritual-gifts-list-how-to-help-others-discover-their-ministry-calling-spiritualwaypointsbook/).

Usually a church leader will have an anecdotal experience about some guest that has been reached. And, I’m sure these are valid experiences. But they are just that, anecdotal and usually outliers.  Therefore I agree with  analysis number one.

For more read Aaron’s article and interview with Melanie Smollen here … https://factsandtrends.net/2018/08/17/the-4-biggest-blind-spots-of-churches/

GUESTS & Questions to ask your greeters to find out if they have the “gift of hospitality” (Rom. 12:9-14).

Commentary by Dr. Whitesel:  Dr. Mark Collins is a missional coach candidate and a leader in Canada who oversees church renewal and consulting for his denomination. As a “missional coach” candidate, he and other leaders follow me each year at their own expense to learn my consulting practices.

This year Mark shared (and gave me permission to share here) a training exercise for greeters.  It can help them (and you) ascertain if they have the gift of hospitality (1 Peter 4:9, Rom. 12:9-13, 16:23, Acts 16:14-15, Heb. 13:1-2) and the chapter on spiritual gifts in my book Spiritual Waypoints (an overview can be found here: https://churchhealthwiki.wordpress.com/2015/04/29/spiritual-gifts-list-how-to-help-others-discover-their-ministry-calling-spiritualwaypointsbook/)

Give your greeters, ushers and/or hosts the following questionnaire.  Answers are in bold in the following questionnaire.

“Welcome to Our Church”

A Training for Greeters. Ushers. Hosts.

A person coming into our church for the first time will feel: _________, or _________ or _________ or _________ or _________.

It’s our Job to let them know they are _________and _________.

Creating the Wow Factor

  • _________ the door open
  • _________ with coats and kids
  • _________ materials & gifts to give
  • _________ them with care
  • _________ them

How to identify first time guests:

  • Watch the _________
  • Watch for _________
  • Ask “____________________________________?” or more to the point “____________________________________?

How to greet guests:

  • Welcome, ___________________________. 
  • Ask open ended __________________
  • Connect them to the right _________
  • _________ them for coming, _________ them to ask any questions
  • _________ don’t _________

Navigating Your Guests through Classic Church Culture 

  • Kids Check In and Kids Ministry Orientation in General
  • Locating Bathrooms
  • The Calm Before the Storm (Pre-Service)
  • Foreign Moments in the Service (singing, kids dismissal, sacraments, prayer moments, altar time, offering, greeting time, dismissal
  • The end of the service
  • Lobby Time / Coffee Time

The End of the Service is Crucial

  • _________ the first time guest in any activity that is planned.  ___________________________” “___________________________ 
  • Enquire about their experience. “So … __________________?  or “___________________________?
  • Empathize with their experience.  __________________” or “___________________________ 
  • Invite them to take the next step by ..
    • _________ what the steps are
    • _________ the information you need
  • _________ there is follow-up. 

Some Reminders …. 

  • Don’t _________ they don’t want to talk to you.  Err on the side of friendliness
  • Always _________ people to other people.  Never try and fly solo. 
  • This is your _________ and you want to make sure they have a good time. 
  • People will come for the _________ but stay for the _________ 
  • _________ with your whole face. 
  • _________ words they don’t understand. 
  • You are there __________________ not for you.  They are the most important people in the room.
  • The __________________ moves in the lobby too. 
  • If you can’t be _________, find another _________
  • _________ your welcome and questions. 
  • No one __________________ 
  • Engage but don’t _________. 
  • Retaining visitors is _________ to the health of a church. 

Everybody is looking for 2 things.  To be _________ and to be _________.  If we can provide those things, we’ll have a welcoming church.  


“Welcome to Our Church”

A Training for Greeters. Ushers. Hosts

A person coming into our church for the first time will feel: nervous, or scared or unsure or tentative or mad.

It’s our Job to let them know they are expected and welcome.

Creating the Wow Factor

  • Hold the door open
  • Help with coats and kids
  • Have materials & gifts to give
  • Handle them with care
  • Honor them

How to identify first time guests:

  • Watch the eyes
  • Watch for mannerisms
  • Ask “How long have you been coming here?” or more to the point “Is this your first time?

How to greet guests:

  • Welcome, I’m glad you’re here.
  • Ask open ended questions and listen
  • Connect them to the right people
  • Thank them for coming, invite them to ask any questions
  • Walk don’t point

Navigating Your Guests through Classic Church Culture

  • Kids Check In and Kids Ministry Orientation in General
  • Locating Bathrooms
  • The Calm Before the Storm (Pre-Service)
  • Foreign Moments in the Service (singing, kids dismissal, sacraments, prayer moments, altar time, offering, greeting time, dismissal
  • The end of the service
  • Lobby Time / Coffee Time

The End of the Service is Crucial

  • Engage the first time guest in any activity that is planned.  Would you like to join me?” “Can I get you a coffee?
  • Enquire about their experience. “So … what did you think?  or “What was something you didn’t expect today
  • Empathize with their experience.  I remember my first time” or “sometimes this church can be overwhelming
  • Invite them to take the next step by ..
    • Outlining what the steps are
    • Getting the information you need
  • Ensure there is follow-up.

Some Reminders ….

  • Don’t assume they don’t want to talk to you.  Err on the side of friendliness
  • Always connect people to other people.  Never try and fly solo.
  • This is your party and you want to make sure they have a good time.
  • People will come for the show but stay for the connection
  • Smile with your whole face.
  • Avoid words they don’t understand.
  • You are there for them not for you.  They are the most important people in the room.
  • The Holy Spirit moves in the lobby too.
  • If you can’t be friendly, find another ministry
  • Practice your welcome and questions.
  • No one stands alone.
  • Engage but don’t pressure.
  • Retaining visitors is key to the health of a church.

Everybody is looking for 2 things.  To be loved and to be needed.  If we can provide those things, we’ll have a welcoming church.

#StMarksTX

GUESTS & 3 Creative Ways Churches Can Engage Them

Commentary by Professor B: Several times I’ve keynoted the “Creativity Conference” in Orlando, FL alongside Disney executives. I learned how Disney gets all of their employees involved in making visitors feel at home. Our conference explained how these ideas from Disney can revolutionize a guest ministry. Here is it helpful article summarizing actions that your congregants may be able to undertake to better engage the visitors the Holy Spirit is drawing to your faith community.

“11 insider facts about working at Walt Disney World only cast members know”
by Áine Cain, Business Insider Magazine, 3/18/18

… Business Insider spoke with former Disney College Cast program attendee and “Devin Earns Her Ears: My Secret Walt Disney World Cast Member Diary” author Devin Melendy, Susan Veness, author of “The Hidden Magic of Walt Disney World” series, and Mike Fox, author of “The Hidden Secrets & Stories of Walt Disney World” and founder of the site Disney-Secrets.com.

Here’s what they had to say about the secrets of working at Walt Disney World:

You learn quickly that it’s all about the guests

The guest experience is everything at Disney. That’s drilled into you from day one. Melendy said that, even though her job consisted of working in retail in Frontierland, she was encouraged not to stand behind the register whenever possible.

Instead, cast members are directed to spread some magic by passing out stickers, fast passes, birthday pins, and free bags and shirts…

Name tags are an absolute must — even if you’re using an alias

Melendy said it’s considered “bad show” for a cast members to not wear a name tag. But if you lose your tag, no worries. There’s a whole stockpile of gender neutral names like Chris, Sam, and Pat to choose from.

“I lost my first name tag, so I was Chris from New York for two weeks while I waited for my new one,” she said…

If the guests can see you, you’re technically ‘onstage’

And all cast members, from the person dressed as Mickey Mouse to the person working the register at one of the park’s gift shops, must stay “in character” onstage.

“That would mean that your costume is correct, your name tag is on, and your pin lanyard is on — we would trade pins with guests,” she said. “They very much stressed that this is an experience. It’s not your experience, it’s the guest’s experience. You have to provide the best show that you can. It’s stepping into a role.”

Fox said that, for cast members, talking about your personal life and arguing is not an option. Anything that will “break the spell” of the Disney experience, so to speak, is out…

Read more at … http://www.businessinsider.com/walt-disney-world-cast-member-secrets-2018-2#if-you-get-a-gig-at-disney-world-youll-start-noticing-things-that-others-dont-11

GUEST MINISTRY & Why Disney Cast Members Never Say ‘I Don’t Know’

by Stacey Leasca, Travel & Leisure Magazine, 1/8/18.

According to a former cast member, if a guest approaches a cast member inside the park with a question they are not allowed to answer with “I don’t know” even when they don’t actually know the answer. Instead, cast members must go to any and all lengths to find the answer, including calling other cast members around the park. This way, guests never have to wander around looking for something.

Read more at … http://www.travelandleisure.com/travel-news/disney-staff-know-everything