September 26th, 2010
The 11 Minute Difference: 7 Checkpoints to a Great Guest Experience at Your Church
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Will, you know I’m all over this one! Guest services is one of my passions in serving the church (at large) and in my church (Elevation in Charlotte – on the Guest Services team as a Parking Team Leader). As for resources, one book stands above all others: “First Impresions” by Mark Waltz, Connections Pastor at Granger Community Church. Other resources: churchrater.com; communicorps.com; shipoffools.com; and Stan Toler’s book “Five Star Church”. I also go to the corporate world of Guest Services for transferable learning: Starbucks, the Ritz Carlton, and Disney are my primary sources. Finally, the restaurant world has some great lessons for churches wanting to learn how to serve their guests. I’ve got tons more, but that’s a start! Whether I’m doing a mystery guest visit to a church or a full-blow guest services learning experience, there’s no doubt that the first 11 minutes are KEY to a guest’s return visit. Appropriate Andy Stanley quote: “the church should be like a family, ready to welcome guests to its home.”
[...] Mancini on the 11 minute difference. The first 11 minutes someone spends at Revolution are the most important, love our first [...]
[...] #3 Your guests are assessing very quickly whether or not they are coming back. This happens much faster than we think. For example, read The 11-Minute Difference. [...]
[...] #3 Your guest are assessing really fast either or not they are entrance back. This happens most faster than we think. For example, review The 11-Minute Difference. [...]
Yes, Will, please do share more insight, tools and resources on this subject. Having just assumed responsibility for the hospitality ministry at our church, I am in ’sponge mode’!
[...] first time guest will decide in the first 11 minutes whether or not they are coming back next week. Here are some of the things that help them [...]
[...] #3 Your guests are assessing very quickly whether or not they are coming back. This happens much faster than we think. For example, read The 11-Minute Difference. [...]
duh no kidding, you insult our intelligence by even listing thoe items