All Signs Point To…What?
I snapped this photo during a recent hotel stay. In case you can’t tell what you’re looking at, this is a sign that points sign-followers to…a blank wall. As in: “follow this path, and walk into...
Category: Guest Services
What Helps Them?
One of our rules of thumb for our First Impressions team is Be proactive, not reactive. In short, that means that we never want a guest to feel the need to ask a question, find...
Interrogate Your Guests
This post title is what you would call “hyperbole.” When guests show up on the weekend, there’s no need to tie them to a chair, flip on a spotlight, and play good cop / bad...
2014 Summer Reading List: Yours (Guest Services Edition)
[Quick note: after I drafted this post last week, I heard from my friend Jason Young, who compiled the mother lode of guest services reading for the summer. You can find that list here...
When You Shouldn’t Talk to Your Guests
Yesterday we covered the six times in a weekend service that you should strategically plan to address your guests. But what about times when you should strategically plan not to talk to them? Any time you would...
A Walk To Remember
Here on the ol’ blog, I talk a lot about the mechanics of hospitality: systems, structures, and staffing that takes a biblical virtue and puts it together on an institutional level. But perhaps more important...
Gospel-Centered Guest Service
When you serve as a volunteer in the church world, dysfunction is a part of the job. It’s not 24-7 sunshine and daisies, people don’t always rise up to call you blessed, And chipmunks don’t...
What the Church Can Learn From Disney (part 6)
Finally, people. This is the last in a series of blog posts. You can catch up here. Today we’re cranking out a two-fer. That’s right: two Disney principles in one post, which is exactly what...
What the Church Can Learn From Disney (part 5)
Polish your people. If there was one letdown of the Disney experience, it was this: not everybody who works there believes it is the happiest place on earth. It wasn’t like that on past trips....
What the Church Can Learn From Disney (part 4)
Don’t start here. Back that mouse up. For a long time now, I’ve been telling you that details matter. It matters that your facility is clean. It matters that there’s toilet paper on the roll....
