6 Insights for Better Church Hospitality
This article originally appeared on Lifeway Research.
Last month, Lifeway Research released the results of a study on how Protestant churches welcome first-time guests. The results, as they say, speak for themselves.
Lifeway polled respondents on 11 common ways churches make guests feel welcomed—from greeters at entrances (most common) to asking guests to stand in the worship service (least common, and a small victory for the introverts among us). And 99% of all churches utilized at least one of the methods.
As a guy who spends the majority of my vocational life in the guest services space, I was fascinated by the results of this study, as they give some reminders and gentle warnings when it comes to serving those God sends our way.
Here are six takeaways from the research.
1. Leaders intuitively know first-time guest processes matter
With 99% of churches doing something to welcome guests, it’s obvious hospitality is hard-wired into most churches and church leaders. Whether our processes are a historical holdover of a group of ushers who’ve been there for generations or a newly minted effort to be intentional with our guests, we know first impressions are important.
If I have a small concern here, it’s that our hospitality efforts might trend toward those already in the church rather than those who are new. Greeters at the entrances (a practice followed by 91% of churches) are important. But if those greeters chat with old friends at the expense of spotting new friends, our efforts can fall flat.
To be clear: I’m a firm believer first impressions aren’t just for first timers. A healthy understanding of corporate hospitality will lead not only to a great guest services team but a great small groups ministry, a great student ministry, and a great announcement-guy-on-stage ministry.
2. Clearly identified on-ramps are any church’s secret weapon for connection
It’s good for those of us who lead in the local church to regularly put ourselves in the shoes of our first-time guests. Doing so can yield multiple helpful questions: What brought them here? What brought them now? What about us is confusing to them? Where is a nudge needed?
Asking “If I were new, what would I need?” covers a multitude of hospitality sins. It puts us squarely in their perspective, reminds us of our own curse of knowledge, and forces us to think through our guests’ process before they have to think through it.
The Lifeway Research study revealed several “on-ramps”—opportunities where guests can identify themselves—that churches employ. Among those are an opportunity to meet the pastor (91%), the chance to fill out a guest info card (80%), a dedicated location where they can get more information (66%), and an information session for those new to the church (58%).
The key to on-ramps is that they’re clearly identifiable. When a guest is ready to make themselves known, they should know how to do so. Talking about your on-ramps in every service is helpful to your first-time guests. But it’s also helpful to your long-time attendees, because you’re drilling into them how they can help a new friend jump in.
3. All roads lead to the best next step
When it comes to highways and interstates, we know an on-ramp isn’t the destination. It gets us to the destination. In churches, our on-ramps should point guests to what’s best next. This will look different for different congregations. For churches that rely on information sessions for new people, every single method for identifying first-time guests should point to these sessions. Those churches should host them regularly, promote them constantly, and invite guests enthusiastically.
While the survey didn’t dive deep into the content of an “information session,” best practices dictate how they should be shaped. Any newcomers’ event should cover the basics of what makes your church your church and how that first-time guest can get involved. The info session isn’t necessarily a membership class or a doctrinal seminar but should have practical jumping off points into small groups, serving opportunities, and the like.
But we have to be careful here. To borrow a phrase from Lifeway Leadership, our process for first-time guests should look more like a map than a menu. Rather than promote all 14 Sunday School classes, 22 serving opportunities, and 1,417 committees (lookin’ at you, Southern Baptists), we should have a clear pathway for our guests to follow.
4. Size informs our processes but shouldn’t define them
The research shows church size has a significant impact on guest processes.
I recognize smaller churches and fewer volunteers are two sides of the same coin and smaller churches tend to have fewer first-time guests. But that doesn’t mean the first-time guest process is any less important when one shows up. To that first-time guest, your preparedness (or lack thereof) speaks volumes.
So smaller churches, take a cue from that great theologian Yoda: “Judge me by my size, do you?” Don’t leave yourself in a position where guests judge you because you weren’t ready for them.
A caveat: Many times, we think smaller churches have a far more organic and grassroots guest process, where everyone takes ownership of helping others connect. But my fifth takeaway is a reminder that everyone’s job is often no one’s job.
5. Ownership + umbrellas = clarity
If size informs but doesn’t define, then what defines? A better question is “Who defines?” In other words, who’s the one person on your staff or at your church who has been tasked to lead your first-time guest process?
How many of these guest processes exist in silos, sequestered from an overall plan? My gut tells me far too many churches have fiefdoms of on-ramps that are fiercely protected by the individual or committee who originated them but little cohesion that is understood by the first-time guest.
I maintain that a singular owner of your process is a kindness. It’s a kindness to your staff, your volunteers, your congregation, and your guests. When there is one umbrella that covers everything from the street to the seat and the parking lot to the pew, you’ll begin to see both gaps and overlaps in your process. You’ll be able to narrow your pathway to make the next step clearer to your guests.
6. “What’s helpful for them?” is the right question
This Lifeway Research study reveals many bright spots. Churches know guests matter. Leaders are committed to providing clear on-ramps. Environments are being created where newcomers can further connect to the life of the church.
But I’ll admit that my inner introvert was drawn to the least-used method on the survey: having guests stand in the worship service (16%). I’m speculating here, but my guess is that’s because leaders understand that’s a church growth plan in the wrong direction. Put a first timer on the spot, call them out, or embarrass them in any way, and they won’t become a second timer.
This highlights an important factor of guest services: Hospitality is rarely convenient. The things that make us comfortable may make our guests cringe. The familiar artifacts of our culture need to be explained so that others can feel included. We must stop asking the question “What makes sense/is easiest/is helpful for us?” and start asking “What’s most helpful for them?”
Church leaders, there’s much to celebrate in this survey. Let’s use it to ensure we’re doing whatever it takes to reach our community for the gospel and help our first-time guests become fully devoted followers of Jesus.
