Five Spectacular Ways to Create the Worst Customer Experience. (via @jeanniecw) I get it: they’re not customers, they’re guests. But still, how many of these are our churches guilty of? 4. Recruiting the wrong people Your employees play...
I snapped this little jewel a few weeks back at the gas station just down the road from my office. In case you can’t tell what the gentleman in the picture is doing, he’s...
True story: I was just a little bit old for the Saved By The Bell. I was 16 when it premiered in ’89, and besides, it didn’t really take off until Mr. Belding hired his brother Rod as...
[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...
…It was when I drove into my hometown that I remembered the twice a year trash amnesty week. For seven days in the spring and a matching seven in the fall, you can put...
Secrets of Consistent Customer Service: How to Be Great Again and Again. (via @micahsolomon) How’s your church doing on the consistency scorecard? Do you deliver the same (or better!) “wow” experiences each week? The summary statement...
As weekends go, this one was huge. We celebrated my oldest son’s high school graduation on Friday, and my dad’s 75th birthday on Sunday. Both are big milestones. Both were worthy of a big...
Surreal. That’s the only word that can describe the feeling in our house today. Our oldest…our firstborn…the kid who made us parents will be walking across a stage tonight to get his high school diploma....
It’s that time again, campers. Thursday: where I serve up the stuff that’s been rattlin’ around in my skull this week. Grab a cup of coffee and enjoy… Lighten Up, Christians, God Loves a...
Last weekend I attended two weddings in northern Virginia. The first I was invited to: the oldest son of our seminary besties got married, simultaneously taking the best selfie that I’ve ever personally witnessed. The second...
