It is exciting to see guests – but then to never see them again is frustrating.
The national average for guests returning is about 7%.
Let's talk about how you can bring that number up.
Here are 10 steps you can take to see more guests return.
1. Make a great first impression.
The first impression truly is a lasting impression. If you don't make a great first impression with families, they will not return. Without a great first impression, you can try all kinds of things to get them to return, but it is in vain.
Stats show that people decide in the first 8 minutes if they are going to return or not. Make sure those first 8 minutes are great.
2. Put your best people on your greeter team.
Make sure your greeter team people are all-stars.
A - attitude / they should a positive attitude
L - love for people / they should naturally love people
L - laugh with people / they should be a natural at creating a fun, joyful vibe
S - smile / their natural face posture should be a smile
T - talker / they should be good at making small talk with people
A - attention focused on the guest - it should all be about the guest
R - relational - they should be good at building relationships with guests
We must remember this important factor - people will remember how you made them feel. Whether you realize it or not - everyone is part of the guest services team. The guest experience goes way beyond the front door. Their experience is the sum total of all of their interactions with your team members.
There are four things guests hate to do at church:
1. They hate waiting in line.
2. They hate not knowing where to go.
3. They hate being ignored.
4. They hate being singled out.
Here are some questions guests are asking themselves:
Will they be friendly?
Will my kids like it?
Will there be anyone else like me?
Where do I go?
3. Bring the wow factor.
When you exceed people's expectations by going the second mile, you will see them return.
Jesus talked about going the second mile. Think about how you can go the second mile to see guests return. Here are some examples.
Normal factor - having a good check-in program for guests.
Wow factor - having a separate check-in area that is just for guests.
Normal factor - send a follow-up email to guests.
Wow factor - sending a handwritten follow-up note to guests with a gift card.
Normal factor - finding the coat that a family left and calling to tell them it will be in lost and found.
Wow factor - finding the coat that a family left and delivering it to their house.
Normal factor - calling a locksmith for a single mom who is locked out of her car in your parking lot after church.
Wow factor - calling a locksmith for a single mom who is locked out of her car in your parking lot after church and paying for it
4. Watch your words- they convey more than you say.
Here are some examples.
Enjoy the service – you're saying - you are a spectator, sit back and watch, it’s not about you…its about what’s happening on the stage.
Instead say this – welcome – so glad you are part of the service today.
Are you new here? You're saying - I don’t know you. Even if you’ve been coming for 20 years you are not important.
Instead – Hey, I’m Dale. I don’t think I’ve had the privilege of meeting you yet.
Thanks for visiting today. you're saying - you’re an outsider
Instead - We are honored to have you as our guest.
I don't know. You're saying I don’t care. You’re not worth the effort to find out.
Instead - That's a great question. Let me find out the answer for you.
Go down that hallway. Take a left. Go up the stairs. Take a right by the water fountain. You're saying you’re not important enough for me to leave this spot. Good luck. You are on your own.
Instead - I'd be honored to walk you there.
5. Does and Don't of making a first impression:
Don’t say “I don’t know” and leave a guest hanging.
Do say “That’s a great question. Let me find out for you.”
Don’t say “She can’t talk right now.”
Do Say “She’s currently teaching the kids. I’d be happy to let her know you stopped by and give her a message for you.”
Don’t say “No problem.”
Do say “It’s my pleasure.”
Don’t say “It's over there.”
Do say “I’d be happy to show you. Follow me.”
Don’t make guests wait in a long line.
Do have a separate area for guests to check-in.
Don’t stay in your huddle of friends and ignore guests.
Do get out of your clique and talk with guests.
Don’t make them feel like they are a bother.
Do show genuine interest in them and answer
6. Be committed to excellence.
Everything speaks. Do the little things well.
Excellence is the whisper that comes from the little things done well. - Dale Hudson
7. Establish a connection as soon as possible.
Invite them to coffee or lunch.
8. Say good-bye well.
Have greeters that greet families before and after the service. The last impression is just as important as the first impression.
9. Follow-up.
Send them a handwritten thank you note.
Text them.
10. Offer a gift for their second visit.
At one of the churches where I lead the children's ministry, our return rate was about 7%. We decided to make an investment and give away t-shirts on the second visit. Once we implemented this our return rate went up to 38%.
Put these 10 tips into play at your ministry and I promise you that your return rate will go up.
Remember...you can't disciple empty seats. Getting guests to return must be a top priority for your ministry if you want to impact kids and families with the Gospel.
p.s. Have you read my book "Be Our Church Guest?" It's a must read if you want to see more of your guests return. You can get it here.
