Published: 1 day agoNew

Visible vs. Invisible

In guest services, there is a fine line between being visible and staying invisible. As a guest services volunteer, it’s not always easy to know how to strike that balance. But as a guest, whenever that balance gets a little off-balance, it can be …

Published: 1 week ago

The Gift of Time

Do Sunday mornings stress you? Does it seem like there’s always a last-minute runaround in order to be ready to welcome guests? Are you constantly worried about your team’s ability to get everything set up in time? There’s a very simple solution that we …

Published: 2 weeks ago

Are You Prepared?

As I type, we are smack in the middle of hurricane preparations. If you’re not enrolled in the Jim Cantore School of Freak Out, you may not know that Florence is on her way to the Carolinas. Admittedly, I am a little slow to …

Published: 2 weeks ago

Don’t Mishandle The Handoff

Sunday morning: you’ve navigated a half a hundred conversations anywhere from a few seconds to a few minutes long. You’ve fielded questions, given counsel, and suggested next steps. And somewhere in the middle was a question or seven that you didn’t know the answer to, …

Published: 4 weeks ago

How To Run A Lost And Found

Welcome to the How To series here on the blog, where I occasionally tackle mind-numbingly boring topics that make the hidden nerds among us geek out. The rest of you that don’t care about these things, well…you need to learn to live a little. Read …

Published: 1 month ago

The Heart of Hospitality

Last week we said goodbye to my 88 year-old uncle. Horace was an icon in our family. He was a Methodist pastor for almost 60 years, the Commissioner of Tennessee’s Department of Human Services and the head of Nashville’s Department of Economic Development. He …

Published: 2 months ago

Flex Your Formula

As many of you know, I live in a household that is 66% Chick-fil-A employees. Four out of six people is actually 66.6%, but that seems too much like the Mark of the Beast, and we know such a number cannot co-exist with Christian …

Published: 3 months ago

The Fastest Way to Change Your Guest Services Culture

You don’t need to lay out a five year plan. You don’t need to bring in an outside consultant. You don’t need to invest in expensive training, read a mountain of books, or hire a ringer from another church staff to up your guest …

Published: 3 months ago

Give That First Timer A Confidence Boost

A couple of days ago I experienced a miraculous moment. Not necessarily in the spiritual / supernatural sense, though one might say it was close. I had the supreme pleasure of eating at a world-renowned barbecue joint for the first time. It’s a place …

Published: 4 months ago

You Don’t Work With Dummies

I get it. You’re the smartest person you know. No one else can do the job (whatever job!) as well as you can. If you were in charge of the world, well…she’d be a much better place. While you may never say that, it’s …

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