So much of guest services is about getting the experience right: we proactively plan the experience, thinking through every touchpoint from the perspective of our guests. We mentally work through variables and contexts, attempting to...
I go through drive throughs a lot. It’s not a fact that I’m necessarily proud of, but it’s a fact, nonetheless. Before I complain about drive throughs, I should mention that (a) I’ve never worked...
I recently read Customer Satisfaction is Worthless, Customer Loyalty is Priceless by Jeffrey Gitomer. It’s a book by a salesman and for sales people, but – like all books of this stripe – there are things the...
By society’s standards, he was what grandma would’ve called “an odd bird.” He wore an ill-fitting camel hair robe and he ate honey-coated grasshoppers. He hung out in the woods a lot and implored onlookers...
When guests arrive at our church, they are giving us a gift. They are honoring us with the valuable asset of their time, and trusting us to use that time wisely. For the guest with...
Before you read the following post, take note that the original publication date was April 1. April. First. April Fools Day. Thank you. And carry on. Subscribed via email or RSS feed? Click here for the...
“[The] common assumption has been that the work of Christ is really prosperous only when crowds are assembled in His name, and…the supreme problem of the Christian church is how to devise a Sunday service...
In a recent post I talked about the concept of “forced experience”…thinking through what you want your guests to see and where you want them to go. While your church should be open to anyone,...
Imagine a scenario with me, will you? You’re out to dinner with a group of friends. It’s not a particularly huge group of people, but it’s not a small gathering either. Let’s say that there...
We are not a waiting people. We don’t like to wait. We’re not hard-wired for it. Whether it’s DMV lines or Disney rides, test results or Taco Bell drive throughs, waiting is not something that...
