The Customer Isn’t Always Right
Last week I overheard a brief exchange between a fast-food employee and a customer. I missed the context, so there could be some rampant misinterpretation here (but in fairness, if you look up “blogger” in...
Category: First Impressions
Flashback Friday: Do You Have a Crazy Badger?
Every Friday I dig into the archives and dust off an old post. If you haven’t read it, it’s new to you! Stories like these shouldn’t make me laugh. I should be a man of...
Staff the Doors
Most improvements to your guest services team can be made in 1% increments. You don’t need to reinvent the wheel or launch a massive new initiative; a lot of great things can come from a...
Save the Date: Guest Services Workshop (take two)
Over in Summit Connections Team land, we’re in high gear prepping for our first ever One Day Workshop on guest services. On April 22 we’ll have 40 leaders from NC, SC, FL, TN, VA, MO, and NY...
“Here” Must Connect to “There.”
If there is a struggle to be found in guest services within the local church, it’s the “here” factor. First impressions happens here. When we park a guest’s car, they first have to show up here. When...
The Secret Shopper Service Begins!
[Editor’s note: before you read the following post, please take notice of two things: 1. It was originally penned on April 1. (APRIL. FIRST.) 2. And if April 1 does nothing to jog your brain, you...
The Procrastinator’s Guide to Easter
It’s here again. Easter happens this Sunday, and maybe – just maybe – you let it sneak up on you. Whatever the reason – March Madness, early spring break, Downton withdrawals – you are simply not ready...
Flashback Friday: “I’ll See You Tomorrow!”
Every Friday I dig into the archives and dust off an old post. If you haven’t read it, it’s new to you! It definitely wasn’t what I expected. I stopped by the Wendy’s drive through...
Are You Ready When They’re Ready?
I’ve stumbled into several conversations over the past few weeks that have forced me to focus on one primary question: Do we greet guests the way they want to be greeted? The question started bouncing around in my...
Do Your Guests Have a Theme Song?
I recently listened to a podcast interview with Laurie Meacham, leader of the Social Media Team for JetBlue Airlines. She recounted a fantastic story of Gavin Donovan, a JetBlue customer who decided to have a little...
