Summer Reading List: Guest Services Edition
[Quick note: after I drafted this post last week, I heard from my friend Jason Young, who compiled the mother lode of guest services reading for the summer. You can find that list here or on Jason’s blog (which should be in your bookmarks, anyway). Alrighty, now on to the post…]
It’s that time once again, campers: time to dust off your beach bags and fill ’em with beach reads and head to the beach. Unless you’re like me – a guy who hates the beach – in which case you’ll stay inside out of the sunlight and as close to the air conditioning vent as is humanly possible.
There are plenty of bloggers out there who are offering up a fantastic eclectic mix of summer reads. Trevin Wax published his last week, and it’s been making the rounds quicker than a stomach bug in a first grade classroom.
I thought it might be fun to put out my seven favorite reads from the last year or so, all centered around guest services. And away we go…
Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees, Doug Lipp. Lipp trained under Van France, the first to implement Cast Member training at Disneyland. Reading this book will inspire you to capture the same kind of magic for your church vols.
The Checklist Manifesto: How to Get Things Right, Atul Gawande. You will instantly bear the title of “nerd” if you order this book. But you’ll also thank me. Gawande is a Gladwell-esque style writer who uses fantastic stories to illustrate the ingenious importance of a simple checklist. Don’t love it ’til you’ve tried it.
Secret Service: Hidden Systems that Deliver Unforgettable Customer Service, John DiJulius. I’ve never recommended a book on hair salons before. And chances are, you’ve never read one. But DiJulius has captured the essence of his chain’s service with one (paraphrased) statement: “We don’t provide $100 haircuts. We provide $25 haircuts with $100 worth of experience.”
Start With Why: How Great Leaders Inspire Everyone to Take Action, Simon Sinek. Sinek unintentionally explains one of our First Impressions plumblines: the why is more important than the what. Get a grasp on how you help your volunteers know not just what they do, but why they do it.
Creativity, Inc.: Overcoming the Unseen Forces That Stand in the Way of True Inspiration, Ed Catmull. We’re all fans of Pixar movies: whether it’s Toy Story, A Bug’s Life, or that classic kiddie movie about an old man whose wife died and left him to float away in his house, Pixar knows how to tell a story. Learn the method behind their team’s madness.
Blink: The Power of Thinking Without Thinking, Malcolm Gladwell. Some research says that a person will make eleven separate decisions about you within the first seven seconds of contact. How can you use that knee jerk reaction for both your benefit and theirs? Get inside the mind of your guests – and your vols – with the help of a fantastic storyteller.
Why Church Buildings Matter: The Story of Your Space, Tim Cool. Tim walks the reader through what your facility – owned or rented – says about what you value.
What about an eighth? Or a ninth? Got any great guest services reads that need to be on my reading list for the summer? Comment below.