What Helps Them?

One of our rules of thumb for our First Impressions team is Be proactive, not reactive. In short, that means that we never want a guest to feel the need to ask a question, find a volunteer, or seek out help. We want to be so aware of body language, particular situations, next steps, etc., that we are able to read the confusion and respond appropriately.

But to truly be proactive, we have to ask the question What helps them? What helps a guest get from point A to point B? What helps them feel comfortable? What helps them want to stick?

In the oddly-titled yet great little book 7 Tenets of Taxi Terry, author Scott McKain offers four ideas to determine what is helpful to your guests:

1. What would you want to know?
2. Where would you need help?
3. How would someone different from you desire assistance?
4. Sweat the small stuff.

What would you want to know? If you were visiting your church for the first time, what would you want to know about the campus? About what is offered for kids? About getting involved? About meeting people?

Where would you need help? Is your parking lot confusing? Is the main entrance hidden? Is signage unclear? Are the restrooms or the kids area hard to find? Is the website difficult to navigate?

How would someone different from you desire assistance? Sure, you’ve been around your church for a while. But what about those who are showing up brand new? How about those who have never attended church? Those who are hostile to or skeptical of church?

Sweat the small stuff. I’ve said it before, but it bears repeating: details matter. Get the process right. Get your systems right. Get your A to B right.

As you’re making a beeline for another weekend, what helps your guests?

(photo credit)