7. Engage people BEFORE they come to your church building.
The guest experience begins before guests ever get to your church campus. More and more people are checking out your church before they ever go to it. They’re church shopping online and gauging whether or not they will attend based on what they can learn about you on your website. So does your church website acknowledge and engage guests? Is it easy and intuitive to navigate? Is the Google map correct? Have you posted a short experience video or brief welcome video from the pastor so guests can know what to expect when they arrive? Can they check-in their kids and actually schedule their visit before they arrive on your campus?
8. Call things what they are.
One of the worst guest experiences I ever had at a church was when I was wandering around trying to figure out where to check-in my kids. Fortunately I saw someone walking by with a lanyard on. “Finally someone who can help me,” I thought. When I asked where I should go to check in my kids, they pointed and said, “The ‘B’ Building,” and kept walking. Great! What’s the ‘B” Building, I thought. Please call the nursery, preschool ministry, elementary, Jr. High and so on what they actually are. I know you’re trying to be cute and cool with your great church brands, but it doesn’t help guests. Clear trumps cute or cool all day long.
9. Don’t single people out.
There is a difference between acknowledging guests and singling them out. Having guests wear a special name tag, a rose on their lapel or remain seated during the worship service so everyone else can come by and say hello singles people out. Very few people like to stand out. Remember your Junior High years? Most people will go to great lengths to blend in. So don’t single your guests out at church, or they probably won’t come back again.
10. Follow through.
The easiest way to gain or lose trust is to follow through, or not follow through, on what you say you’re going to do. If guests take a step and self-identify, then follow up with them. This can be a simple email sent the day of their visit, a handwritten note sent on Monday or a personal phone call. If guests ask for help or information, then give it to them. Quickly.
Obviously this isn’t an exhaustive list, but it is probably a good place to start.
