Category: Guest Services

Getting Things Right When You Get It Wrong

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...

Are You Paying Attention?

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...

8 Tips for Better Signage

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...

First Time Guest Easter Baskets

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...

What Do You Want Your Guests To See?

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...

What Expectations Are You Setting?

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...

Inactivity Does Not Equal Inadequacy

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...