Recognize. Respond.
Not every Starbucks has a singing barista, but mine most certainly does. Or at least, it used to (more on that later). Some mornings, the baritoned barista’s impromptu ballads about coffee cake brought a welcomed smile. He...
Category: Guest Services
Flashback Friday: When Culture Is Broken
Every Friday I dig into the archives and dust off an old post. If you haven’t read it, it’s new to you! Whether you manage a store or minister at a church, sometimes you...
Announcing the 2017 One-Day Workshops
In just three months, we’re bringing back our One-Day Workshops. During last year’s debut, nearly 100 leaders from 40+ churches took part in these practical training events. The response was beyond what we could have...
Hear What They’re Not Saying
People won’t always tell you what they need. Sometimes it’s because of pride (“I can handle it on my own.”). Sometimes it’s because of fear (“What if they laugh or say ‘no’ to my request?”)....
Corporate Chronology: Moving Your Church Past “Us” vs. “Them”
I grew up in a small town. The majority of people who lived there were like me: they’d always lived there…all their life plus nine months. Their daddy was from there, and his daddy, and his daddy...
Your Face Is On Fire
Years ago, I heard a conference speaker share a story about the power of active listening. When he would check out at a retail store or coffee shop, he had a peculiar – yet fantastic –...
Flashback Friday: Preparing For The Onslaught
Every Friday I dig into the archives and dust off an old post. If you haven’t read it, it’s new to you! Today’s post was originally released as a fall read, but with Easter on...
Developing Muscle Memory in Guest Services
Back in the pre-iPhone era, before our fancy contact whatzits and Siri-call-this-person shenanigans, we had to remember things called phone numbers. And occasionally, we’d find ourselves remembering the numbers more by the way our fingers...
Flashback Friday: Are You Ready When They’re Ready?
Every Friday I dig into the archives and dust off an old post. If you haven’t read it, it’s new to you! I’ve stumbled into several conversations over the past few weeks that have...
How to Bang the Drum (Without Being a Jerk)
Changing a culture ain’t for the faint-hearted. If you are new to your guest services role – or if you’re trying to introduce a hospitable culture in your church – it is going to take a...
