It’s Thursday, kiddies: the day when I roll out a few things I’ve been reading over the past week. Three of ‘em, to be exact. Enjoy.
Top Ten Ways Churches Drive Away First Time Guests. (via @ThomRainer, HT @TrevinWax) Number nine. Oh mercy, number nine.
If you attend a church regularly, you’ve probably noticed the phenomenon. A guest shows up for a worship service, but he or she never returns. It is, unfortunately, a common issue in many churches.
I did a Twitter poll to ask these first-time guests why they chose not to return to a particular church. While some of the responses were anticipated, I admit being a bit surprised with some of them.
Though my poll is not scientific, it is nevertheless fascinating. Here are the top ten responses in order of frequency.
How Ritz Carlton’s Support Lexicon Created Unity through Clarity. (via @HelpScout) This is a lengthy post, but good. Do you have a “phrase that pays” on your guest services team?
Horst Schulze, founding President and former CEO of Ritz-Carlton, created a language handbook for his employees in order to unify the team and properly introduce the culture to new hires.
This championed the notion of owning an identity, one that was proudly worn by every employee and was later coined the “Ritz style.”
Phrases like “My pleasure” and “Right away” helped define their luxury hotels and the way they envisioned the customer experience. It’s fascinating how simple phrases can completely change the atmosphere and how crucial language is in coloring perception.
A Painfully Accurate Portrayal of Every Meeting Ever. (via @LaughingSquid) I passed this around the office yesterday, and we all agreed we’re all these folks at one point or another. Which one is your primary style?