Exceed the Expectation (part two)
There’s a room in our office complex that has a perpetual supply of week-old Bojangles biscuits and sometimes smells like clam chowder. We affectionately refer to that room as the “kitchen,” well, because that’s what it is.
My favorite area of the kitchen is a cork board where we post all of the guest feedback cards that we receive in the mail. Every time a first-time guest fills out an info sheet in the service, we send them a thank-you letter for attending and include a postage-paid card. In full disclosure, some of the comments that come back aren’t all that edifying. Helpful? Yep. But not warm-fuzzy edifying. I’ll talk about those another day so we’re keeping it real, but today I’m going to keep it positive, or else the theme o’the day is ruined.
Here are a few responses to our fill-in-the-blank, “This is what I noticed first”… (my comments follow in the parenthesis).
- Happy people. (Does your church ooze happiness, or do they simply tolerate the fact that they’re there?)
- Good direction-givers and greeters. (Do guests know where to go when they show up?)
- Casual dress – loved that! (Are you still encouraging people to dress for a funeral when they’re coming to a celebration?)
- The woman at the welcome tent that greeted me and personally walked me over to the sanctuary. (Are you still pointing guests to a destination that they’ll forget five seconds after they leave you?)
- At the nursery they didn’t allow a child to stay because he was sick. [That’s] hard to do but so appreciated by the other parents! (What hard decisions are you making in the short-term that helps you have a long-term win?)
- Music and preaching. Thanks for the water bottle! (Do you “gift” your guests to give them a wow! moment that breaks down their defenses?)
- Several people introduced themselves to me. (Are your official greeters the only ones doing the talking? Guests notice!)