I’ve been hanging out at an event this week and I have seen the best and the worst customer service!! I am working with the company that does all of the parking for the event and they have an amazing vision that says they are in the customer service business, and they happen to park cars!! I love that!! Maybe some of you are wondering; “why the emphasis on customer service, it’s just parking cars,” well let me share something with you… it’s your customer service that will always set you apart!! (Hello!!! Just look at Chick-Fil-A!! Aren’t they just selling a chicken sandwich?!?) There’s a lot of strategy and a ton of hours that go into making a parking plan for each lot. Some lots are paved, but most are grass lots where strategy and creativity rule!! Each lot that is run by this company has guests walking away smiling and excited to attend the event!! There’s one lot though that is located at a nearby airport and guests have to interact with the airport parking staff before arriving at the lot where our team is located. Let’s just say the airport parking employees do not have the same vision or philosophy! Like I said above, I have seen the best and the worst!! The airport staff would benefit greatly from first impression training!! No smile, no clear signage, and not speaking clearly or kindly, I drove away from that interaction feeling frustrated and irritated – not a good combo!
As you think about the guest experience at your church, is there an area that leaves your guests feeling frustrated and irritated? Here are a few questions to ask yourself and your key leaders:
- Do you have a clear vision?
- Is everyone on the same page with your philosophy on how and why you do what you do?
- Are you and your key leaders consistently evaluating the weekly guest experience to identify areas that could be better?
- What’s working?
- What’s not working?
- What’s confusing?
As a team, we try to never lose the guest mentality! I even encourage my key leaders to attend other churches in the area so they can know first hand what it feels like to visit a church for the first time! There’s always room for improvement, right?
If you would like a fresh set of eyes that can help you identify growth opportunities, contact us today! We would love to help you create a strategic plan to make your guest experience unforgettable!!
Cheering you on as you create the best guest experience for your church or organization!!
Written by: Stacey Windover
Stacey is the Guest Experience Consultant at Froot Group, a worship staffing & consulting company.