Q: When I spot a guest in the lobby that I don’t recognize, how can I approach them without coming right out and asking “Is this your first time? A: Hats off to you for recognizing that the “Is this your first time?” question can have a negative nuance associated with it
Once you're clear on vision, it impacts every other initiative and area of ministry.
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It’s easy to forget when designing a great experience the importance of what the team member brings. Team members bring the story to life.
Read a note from Will Mancini welcoming you to the Vision Room and pointing some key features designed just for you.
A smile is a small gesture, but a powerful one. It takes little effort and doesn’t cost anything. You just have to get in the habit of doing it. When you get into the habit of smiling at others, you’ll start to notice how many people smile back at you.
Let’s say you’ve spotted that first-time guest across the lobby. How do you kick off the convo? Here are a few of my favorite practices.
If you don’t know by now, customer understanding is the cornerstone of customer-centricity.
Customer-centricity means putting the customer at the center; customer understanding is how you’ll achieve that.
I dare you to read about the Savannah Banana success story and not smile…and by the way, you will learn some EXCELLENT Guest Experience tips along the way.
Give to your guests the best that you have and the best will come back to you and to others.
We need to remind our teams that hospitality is a catalyst. That’s why it’s important to push the vision for serving guests at every opportunity.
Re-evaluate what you’re rewarding and examine if it’s congruent with your goals and aspirations for the future. If you find some disconnection, work to resolve it so that you’ll be rewarding the behavior and activity that your desire.
What does it take to create legions of amazingly motivated team members, year after year?
Do your perceptions of the customer’s experience align with the customer’s reality? Take a walk in your customer’s shoes – after taking yours off – and find out.
There is a difference between a friendly church and a welcoming church. Without trained leadership and developed systems, a church welcome moves from the healthy expectation of Guests to one of three accidental mindsets.
My challenge to you is to not take any guests on the journey without taking prayer along with you as a key piece of equipment for reaching the summit.
How can you help your church staff team understand the importance and the impact of a strong hospitable culture, regardless of the team they lead or the title they hold?
Summer is a great time for reading – even if you’re not on vacation! Here’s a list of new and new-to-me books that will help improve your church’s Guest Experience.
If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your organization’s culture.
The single greatest sacrifice we can make for our guests: Brokering bad moments so they don’t have to experience them.
What does a leader do? The answers (and books) are endless. But there are five things every leader must do for the organization they lead.
What makes giving to a church or charity special is the aspect of renunciation. We take a portion of our money and we give it away. We give it away for others to use in what we hope will be a God-pleasing manner.
Clarity by itself does not make outstanding processes, but no process can reach outstanding levels without absolute clarity in its design, execution, and management.