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?”)....
Category: Guest Services
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...
Feel the Effect
When working with a team, it can be difficult to get your vision across. What is crystal-clear in your skull doesn’t always translate once it leaves your lips. And while being a clear visionary is...
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...
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...
