5 Essential Do’s and Don’ts for your Guest Services Team
Most of the time, the impression your church makes on first-time visitors is determined before the first song is sung. And first impressions matter. Often, when planning church services, we can neglect an important aspect of our worship gatherings—how we welcome first-time visitors.
DO expect new guests … and the implications of that expectation.
The only way you can prepare for new guests is to expect that they will come. Your team should be prepared every Sunday to welcome guests.
DO respect people.
It’s pretty simple. Remember the golden rule, no matter who walks in the front doors.
This one is easy to miss. Oftentimes, in our attempt to create the best system or process, we leave God out of the equation.
DO thank your guests.
Whether it’s a simple thank you on their way out or a welcome gift, make sure you communicate how grateful you are that your visitors decided to join you.
DON’T treat people like “twice-a-yearers.”
Don’t assume that visitors are there out of obligation or tradition. If you do, you might miss the opportunity to fully engage them during their visit.
DON’T invite just anyone to serve your guests.
Be intentional about who serves on your guest services team. Whose face would you want to see if you walked through the door for the first time?
DON’T go on autopilot.
It’s easy to get caught up in a routine every Sunday, but the moment we go on autopilot, we risk missing an opportunity to provide that extra touch in welcoming someone.
DON’T be too friendly.
People are quick to realize when someone is being fake. Don’t worry about being overly friendly. Be genuine.
And here are two of my own ideas:
DO give them an incentive to volunteer information.
Most guests aren’t crazy about giving our their contact info just because you ask for it during the welcome. Think of a creative way to encourage them to provide their information. For instance, if they turn in their welcome card, you’ll give them a free CD, or you’ll donate $1 to a local charity.
DON’T make them raise their hands.
Hopefully your church stopped doing this in 1986, but nothing makes a first-time guest feel more awkward than having to identify himself or herself during the service. If you want them to come back, it’s probably a good idea to refrain from calling them out.
What other DOs and DON’Ts would you add?
I love the Church. As the CEO of d2design, I work to equip the church on mission through innovative communication and church marketing strategies. I have spent over a decade working with pastors and church leadership, helping them discover the most effective ways to connect with their communities.