Join me as I process something in real-time, won’t you? (Why, thank you. Thank you for joining me.) For all of the church-branded t-shirts and caps and coffee mugs and bumper stickers that we...
Church announcements tend to be the pariah of the weekend service. They can be too long, too boring, too fuzzy, or there’s just too many. In our context, we often use a plumb line...
Most church leaders are not caught off guard by the things that stand between their church and a guest-friendly culture. No clear onboarding process? They usually know about it. Systems and scripts that speak...
In the guest experience, we can be bad about over-promising and under-delivering: take this step and this great thing will happen! Which is great when the promise works, but terrible when it doesn’t. And...
There are all sorts of not-so-healthy reasons to improve the guest services culture at your church: You want people to like you.You want to hit the Outreach 100.You want to outdo the other church...
We’ve all heard the “80% full is full” rule. And while that primarily applies to pews on the inside, there’s a similar application to parking spots on the outside. Think about your parking lot...
Once upon a time, a friend invited me to tour his church building during a Sunday service. Our mutual goal was to spotlight cracks in the guest process and figure out how to connect...
Our volunteers are really nice. That may be true. But the friendliness of a volunteer team will only carry your guests’ experience so far. I’ve had plenty of friendly waiters when the kitchen was...
Most of us will freely confess that we’re bad at names. We can try all of the old tricks, and still find ourselves grasping for Bob or Bill or maybe it was Enrico? 45...
Not long ago my youngest son and I were on a trip out of town. We went to dinner at a local restaurant, ballyhooed by a friend as “one of the best burgers in...
