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Your Guests Are Talking. Are You Listening?
September 14, 2009 - Mark Waltz
It's amazing how well we can think we're doing when our only evaluation is our own. It's also easy to hear feedback from our "churched" crowd and think we're delivering great guest service as well. But, remember churched people have very different expectations than your newest guest who is not a regular church-goer. Getting feedback from our newest guests risks that we'll have to work through:
- misperceptions about our values
- language barriers because guests don't know "insider" church/bible talk
- expectations that we haven't thought about
However, being intentional about getting feedback from your guests will...
- help you communicate real value to people right where they are
- cause you to focus on base-level service like the environment that's created at your church and how guests are followed up on
- allow you to be consistent in your training with your team members
There are a number of ways to get this feedback - and by feedback, I mean, about your parking lot, your campus/property, your building, restrooms, kids' space, warmth/friendliness, cafe/hospitality, your service, your print pieces. Here are just a few:
- ask for feedback on your comment/prayer card in your weekend program or bulletin
- send a letter asking for a brief survey to be completed
- bring in your own or hire "secret shoppers" who score everything
- form a focus group of people who are no more than 6 months new to your church
Mark Waltz is pastor of connections at Granger Community Church in Granger, IN. He is the author of First Impressions: Creating Wow Experiences in Your Church and Lasting Impressions: From Visiting to Belonging. He consults and trains in the areas of guest services and relational connections in the local church. Catch his blog and contact him at becausepeoplematter.com.
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Mark Waltz
Mark Waltz is pastor of connections and multisite pastor at Granger Community Church in Granger, IN. He is the author of First Impressions: Creating Wow Experiences in Your Church and Lasting Impressions: From Visiting to Belonging. He consults and trains in the areas of guest services and relational connections in the local church.
