When Culture is Broken

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5 Responses

  1. JeremyW says:

    question for you….have you ever thought about using “secret shoppers” to gauge the experience a guest is having at one of our campuses?

    • Danny says:

      I would tell you, but it’s a secret. 🙂

      Actually, we do use them. In 2013 we’re going to be doing some inter-campus visits where FI guys from one location will visit another, unannounced, and give helpful feedback. When I have friends / family who are visiting me from out of town, I’ll often ask them to arrive separately and act as a secret shopper. And of course as large as the church is getting, I can pretty much show up at another campus and go incognito for a while…especially if I put on my fake mustache.

  1. October 1, 2013

    […] this blog for any amount of time, you know that I’ll frequently publish posts highlighting a less than stellar guest service experience. And I suppose part of the “eye” that forms the […]

  2. April 21, 2017

    […] Read the entire original post here. […]

  3. February 12, 2019

    […] When Culture is Broken […]

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