Published: 2 months ago

Guest Services Philosophy

Today marks the beginning of an every-once-in-a-while series called Primer Posts, a curated collection of my favorite articles and books on one particular topic. These are the resources I usually point to when people ask about getting started on or getting better at the topic in …

Published: 2 months ago

Fix It Before You’re Asked to Fix It.

I’m an unabashed fan of Southwest Airlines. They take customer service seriously without taking themselves too seriously. The cheap fares, the creative announcements, and the flight attendants’ repartee have created a loyal customer on my part. Last week, I had my first Southwest snag …

Published: 2 months ago

Should You Give Your Volunteers a Job Description?

“I’m not sure what I’m supposed to do next.” “Is there anything else you need from me?” “What are you asking of me, exactly?” “Just tell me what to do.” I’ve had a long-running battle over the issue of job descriptions for volunteers. Early in my time here at the Summit, I was the job description ninja. Every team and sub team and sub-sub team role had an obsessively-drafted, finely-tuned, …

Published: 2 months ago

2019 Blog Survey

The 2019 survey is now closed. Congratulations to Jason Starrett of Belmar Church in Lakewood, CO, winner of the $25 Amazon gift card! Want a chance at a $25 Amazon gift card? Read on. Blog-reading friends, it’s that time of year again, and I need your help. You come from all parts of the country and from all walks of …

Published: 2 months ago

Multi-Site: Guest Services and Launching a New Campus

Last Sunday saw the public launch of our tenth Summit campus (twelve, if you count our prison campuses). As you know, there are roughly a billion moving parts that go into a campus launch, give or take a half-million. Entire books have been written …

Published: 2 months ago

8 Things I Learned As A Church Guest

A few weeks ago I attended church with my niece. She has started going to a brand-new campus of an eighty-year-old church, their first foray into multi-site. The campus has been live for four months, so I was excited to put on my guest …

Published: 3 months ago

Walnut Hill Community Church (Bethel, Connecticut)

Each month, we revisit a series of posts called Guest Services Road Trip. We’ll travel the country from the comforts of our couches, interviewing leaders who are in the trenches of ministry. Do you have an idea for GSRT destination? Have a leader I need to talk to? …

Published: 3 months ago

How to Read More This Year

You can’t kick over a rock around these parts without seeing a recommendation for a book. I love suggesting new titles you may not have heard of, I love sharing top ten quotes from some of my favorite recent reads, and I love hearing …

Published: 3 months ago

Top Ten Quotes: More is More

It’s no surprise that businesses have a “me-problem.” They tend to build systems and infrastructures that make life easier for those that work at the company rather than those who do business with the company. That means that it’s a war of me: the me of those …

Published: 3 months ago

5 Shifts To Make In Your Guest Services Team This Year

It’s the beginning of a brand new trip around the sun, and all of us are experiencing some form of renewal, restarting, or rebranding. No matter your personal take on resolutions, there’s something about a fresh page on the calendar to make us think …

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