Category: Guest Services

Ken Blanchard’s Raving Fans is a must-read for anyone who serves the public, anyone who interacts with the public, or anyone who is the public. (Did I leave anyone out? No? Great.) I could spend several posts...

I recognize that I will get some blowback on the title of this post. But a confession: crap is one of my favorite words. More than that, it’s my wife’s favorite word. Years ago when...

You’ve heard the adage clarity is kindness. That phrase – most often attributed to Brené Brown, though it didn’t originate with her – simply means that we need to be overly clear on the things...

Recently I had the opportunity to run a special-edition Volunteer Headquarters for a group of our family ministry vols. Part of the plan was to come up with some special treats that went beyond the...

We don’t often put a lot of emphasis on parking lots in church world, and for good reasons: they’re not ground zero of ministry. They’re not where real church happens. They’re…kinda boring. But the parking...

I recognize that I came off the top rope in that post title. I’m not mad at you, really. But like a good parent, I’m not mad, I’m just…frustrated. Frustrated as I go into retail...

Circle the ol’ Guest Services block a few times, and you’ll eventually have a fender-bender with the problem of pragmatism: aren’t we simply pandering to the base desires of the people we’re serving? Because let’s...

In a recent post, I said that policies exist to help our teams do our jobs, but they must be to the benefit of our guests. In other words, a policy that we hide behind...

Churches love policies almost as much as they love covered dish suppers: No food or drinks in the auditoriumNo one is seated during a reflective momentUshers must wear coats and tiesAny salmonella in the potato...

When your church sets out to build a new facility (or expand on an old one) there are a veritable ton of decisions to be made. If you’re in the guest services world, you may...