…But Did You See the Gorilla?
You’re likely familiar with the Invisible Gorilla Test, a 1999 study where researchers asked participants to watch a brief video of people passing a basketball. Subjects were told to count the number of times that...
Category: Guest Services
You Don’t Have to Be a Five-Star Restaurant to Create a Five-Star Experience.
Much has been made of the cultural icon that is White Castle. We tend to dismiss the tiny square burgers that are colloquially referred to as “gut bombs.” White Castle is never going to make...
Be Kind, Be Firm: Setting Expectations for Your Guest Services Systems
We’ve either been there, or we will be: “there” is that moment when a regular attendee is cheating the system you’ve set up for your guests, or for a certain demographic of your congregation. For...
Pave Where the People are Walking
My friend Justin Waples shared this video with me, and it’s good enough to share with you: Designer Tom Hulme introduces us to the concept of desire paths, or the natural “point A to point...
How Does a Hospitable Culture Apply to a Counseling Ministry?
We’re in an ongoing series called Hospitable Culture. The big question is this: What if hospitality isn’t something we do, it’s simply who we are? In other words, what if we could bump hospitality beyond...
2024 Year in Review: Posts
The last week of the year is one of my favorites on social media (and let’s be honest, it’s hard to use “social media” and “favorites” in the same sentence these days). I love it...
How Does a Hospitable Culture Apply to Our Onboarding Practices?
We’re in an ongoing series called Hospitable Culture. The big question is this: What if hospitality isn’t something we do, it’s simply who we are? In other words, what if we could bump hospitality beyond...
You Can’t Define Your Guests’ Expectations.
If there’s one predictable thing about people, it’s that people are unpredictable. They zig when we expect them to zag. They’re offended when we expect them to be delighted. They swerve left when their turn...
How Does a Hospitable Culture Apply to Our Communication Strategies?
We’re in an ongoing series called Hospitable Culture. The big question is this: What if hospitality isn’t something we do, it’s simply who we are? In other words, what if we could bump hospitality beyond...
Make it Memorable.
Many moons ago, when my youngest son Jase turned 11, I witnessed something that I occasionally think about years later. As a part of his birthday celebration, Jase asked me to pick up Taco Bell...
