Blog

by Mark Waltz, Executive Pastor

I’ve been asked lately about some bottom-line “musts” to establish and/or take guest services excellence to the next level. This isn’t an exhaustive list (that’s why I wrote a few books on the topic), but these core essentials will provide a foundation to make your service to guests excellent and personable.

• Leadership:
  • Are the right leaders in place?
  • Do they carry the DNA, mission, vision and values of the church?
  • Do they hold the experience of the guest as a top priority over personal convenience?
  • Are they gifted leaders—not merely doers (although they may do fantastic work)?
  • Do these leaders have chemistry, trust and love for each other?
  • Do they model the level of personable service you want every team member to practice?
• Values:
  • Are values defined and communicated (whatever those are: Team, Engagement, Next Steps, People Matter, etc.)?
  • Are teams using those values as lenses to serve guests? That is, are they operating from a motivation of values rather than mere technical training or a task list?
• Systems:
  • Are systems defined and functioning so guests are served well?
  • Are systems facilitated and owned by team members who utilize those systems to serve people?
  • Do systems help team members understand their schedule, expectations, and feedback loop?

Of course if you’re providing guest services in the local church, it’s assumed, but should be stated—the love of God in Jesus motivates everything you do. It is the number one driving value. Helping people experience the grace of God is the point—or there is none.

Courtesy Netflix

You can always tell when the script is being used. You know what I mean. You’re engaged in lively conversation over a meal and your server interrupts with the scripted dessert monologue. Or your talking with customer service on the phone and you don’t feel heard at all, because the same script is repeated over and over regardless what you say.

I hate the script. It’s annoying and sad. Annoying, because I feel insulted. Sad, because the service representative isn’t empowered to think and interact like a person.

Netflix customer service rep Michael wrote his own script. Maybe you heard about it. If not, I’ll brief you. (If you already know about this, you’re already this far into my post—you might as well finish it out. Humor me.)

Customer Norm entered an online chat to find a solution for a non-stop, repeating cycle of Parks and Recreation. He got more than a chat. He was welcomed into a conversation with “Captain Mike of the Good Ship Netflix.” Norm played along and introduced himself as Lt. Norm. Here’s a portion of their chat:

Continue reading on Mark’s Blog...

by Mark Waltz, Executive Pastor

We’ve done some informal surveys and discovered that when people decide to go to church for the first time, or they decide to go to church again after years of not attending anywhere, they often do so with a fair amount of fear. They have not-so-fond memories, or they’ve heard stuff through popular media, and they enter our church—or any church—with a fair amount of hesitation, even fear.

• How will I know where to go?
• Will they ask for my money?
• How will I know when to sit, stand or kneel?
• Will I be the only “normal” person there?

We want every person who decides to attend our church—especially those filled with fear and apprehension—to feel “at home," welcome and accepted. We want them to know we expected them; we’ve prepared for them.

Remember: we want our guests to feel “at home.” We want them to experience “familiar.” We want them to be able to drop guards and fears that keep them from experiencing the wonder of God’s love through the message of Jesus Christ.

Continue reading on Mark’s blog...

Article adapted from How to Wow Your Church Guests: 101 Ways to Make a Meaningful First Impression.

So you’re just dying to get to Granger, Indiana this summer for a workshop, but it’s not in your budget. You’ve got a few burning questions to ask and want them answered by someone in your ministry field. The answer? Webinars.

These FREE one-hour, online sessions with a Granger ministry leader will be open to up to 100 people per session. You’ll need a computer with speakers and high-speed internet access. The price is $0, but you still have to register so we can send you instructions on how to access the webinar when it’s time. The hour will fly by, but bring one or two questions you’re wanting to ask, and be prepared to enjoy some Q & A and learn from others’ questions.

Webinars that will be available, starting August 7:

• Series Development and Programming – August 7
• Communications (Prioritization) – August 28
• Student Ministry – September 11
• Kids’ Ministry – September 25
• Developing Guest Services Culture & Training Volunteers – October 9
• Multisite – October 23
• Human Resources – November 6
• Finance – November 20

by Mark Waltz, Pastor of Connections and MultiSite

Don’t go out of your way to pat volunteers on the back. They’re doing exactly what they should be doing—giving their life away. They should be sacrificing. They should be tired. Don’t acknowledge or celebrate them. The last thing you need is puffed up volunteers.

Some would claim this is biblical. I’m not sure what Bible they’re reading. The scriptures teach gratitude, mutual respect and personal value. It’s how Jesus lived his life. It’s how Paul encouraged the Church.

Live by this worst practice and you’ll be looking for volunteers—’cause they’ll be G.O.N.E.

Hear more from Mark about the importance of using volunteers to create great First Impressions in your church at his workshop at Granger on Friday, July 11. Register your team now for this or any of the workshops coming up next week:

Friday, July 11, 2014

• First Impressions
• Less Clutter. Less Noise.

• Performing Arts Backstage Pass

by Mark Waltz, Pastor of Connections and MultiSite

I’m still processing a question posed to marketplace businesses in a recent Inc. article. Senior writer, Ilan Mochari, suggests we ask ourselves, “What business am I really in?” He writes:

Had Starbucks, at any point, convinced itself that it was strictly in the coffee business, it might never have ventured into the realm of music. Likewise, had Apple, at any point, convinced itself that it was solely in the computer business, it too might never have ventured into the realm of music. And Amazon, as we all know by now, has become far more than a book retailer. In fact, the Wall Street Journal has reported that Amazon is working on a pilot program to do its own deliveries in the so-called “last mile” from distribution centers to consumer/business addresses.

I know, I know. The local church is not Starbucks, Apple or Amazon. I also know we are criticized for adopting “business” practices, but that’s another conversation. (For now, I’ll just say—get over it. If similarities result between church and business because we strive to be responsible to God and people—well, leadership is leadership.)

Back to the question.

What if what we do as the local church is actually more than growing the local church?

Continue reading on Mark’s Blog...

by Kem Meyer, Communications Director

Our One-Day Workshops are happening this Friday and Saturday. These are intense and focused, interactive learning environments that your whole team can take advantage of. Get away for one day and join us at Granger Commons on Friday, April 25 to learn more about First Impressions, Communications and Kids’ Ministry. Then stay with your team for the Arts All-Access workshop on Saturday, April 26 where you’ll go behind the scenes and attend the Saturday night service.

Sequencing matters. Service matters. Systems matter.

And so do people.

When sequencing and systems fail to help our guests effectively experience quality service, or take practical steps toward desired outcomes, people are not valued. We don’t communicate that they matter. At least we fall obviously short.

Our connections team has been assessing processes, systems, staffing and teams that most effectively help our people take their next step toward Jesus—particularly, new guests to our church. Although someone’s very next step after an initial weekend service may be to come back the next weekend, we can’t assume that is the only step a guest may want or need to take.

How do people meet others? Find a sense of belonging? And in doing so take a step on their journey toward and with Jesus?

Continue reading on Mark’s Blog...

Have you heard about our One-Day Workshops? These are intense and focused, interactive learning environments that your whole team can take advantage of. Get away for one day and join us at Granger Commons on Friday, April 25 to learn more about First Impressions, Communications and Kids’ Ministry. Then stay with your team for the Arts All-Access workshop on Saturday, April 26 where you’ll go behind the scenes and attend the Saturday night service.