Welcoming and Retaining First-Time Guests November 2018 Be Social - - PowerPoint PPT Presentation

Welcoming and Retaining First-Time Guests

November 2018

Be Social

@faithperceptions @faithperception /faithperceptions

www.mysteryguestprogram.com

Mystery Guest Survey

Community Awareness Website Signage/Parking Greeting/Friendliness Seating/Music Worship/Message Resources/Information Church Environments Children/Youth Ministry Outreach/Follow-up Return/Overall Our mystery guests will attend a service and completes an online survey

• n the following areas…

GUEST PERSPECTIVES

What we’re learning…

30.0% 23.0% 21.0% 21.0% 5.0% I have not found a church I like I don’t need to go to church to have a relationship with God Scheduling conflicts / lack of time Don’t believe in God or a higher power It's personal/other

Top reasons for not attending church

• Q. Which of the following statements best describes why you don't attend church?

When visiting a new church what helps you to feel welcome?

• The ability to follow along

with the service

• Being greeted and

acknowledged by others Most first-time guest will visit a church 2 to 3 times before making a decision to stay or go

Key Learnings

Signs were non-existent or not easy identified. Guests were not always sure of how to find things like the main entrance, restrooms, information desk or the children & youth ministry.

• A friendly and welcoming

experience

• The message
• The pastor

Top Reasons Guest DO Return…

A friendly church alone doesn’t make someone want to come back. There are lots

• f friendly churches that are dying

Key Learnings

Signs were non-existent or not easy identified. Guests were not always sure of how to find things like the main entrance, restrooms, information desk or the children & youth ministry.

• An unfriendly church
• Mediocre experience
• Lack of quality faith

formation for adults and kids

• The age of the church is too
• ld

Top Reasons Guest DON’T Return…

For millennials when the age of the church is

• lder this is often a reason for not returning

again

8 Ways Guests Feel Unwelcomed

Outreach happens inside the church too

Arrive and aren’t greeted by anyone

Use insider language or talk about things they aren’t included in.

Put them on the spot, “Are you new?” or “Is this your first Sunday?”

Hi! I don’t believe I’ve met you yet. My name is… When they are ignored by the congregation Overwhelm them or put them on the spot Make them uneasy about leaving their kids with you Let them leave without anyone talking to them When you speak to them or they overhear you talking badly about others

When they are ignored by the congregation

Put them on the spot, “Are you new?” Use insider language or talk about things they aren’t included in. Overwhelm them with trying to get them to return Make them uneasy about leaving their kids with you Let them leave without anyone talking to them Overhear you talking badly about others

7 Ways Guests Feel Unwelcomed

Millennial Research

• Need a safe place to ask

questions and express doubts

• Frustrated with pat answers to

questions about faith

• Loneliness and lack of

meaningful community are big issues for them

• They are extremely altruistic and

want to make a difference

• They want relevance and

authenticity in worship

• They don’t have a sense of

loyalty to something they can’t connect to

The number of Millennials leaving the church has quadrupled in the last 30 years from 10% to 39%

Source:ReligiousNews.com

WELCOMING A GUEST TO CHURCH - HOSPITALITY BEST PRACTICES

Where to start:

Building Strong First Impressions Teams

Begin by identifying a core group of 4-8 people who will help you launch and lead this ministry. These aren’t the doers they are the designers. Train, equip and INSPIRE your ministry partners to serve Communicate to your teams the vision of you’re the ministry, the welcoming process and their role Recruit people that LOVE people to serve in this ministry Develop a mission/vision, welcoming process, ministry descriptions, etc.

WELCOMING A GUEST TO CHURCH - HOSPITALITY BEST PRACTICES

Before the service:

Website/Social Media Checklist

Steps to a guest-friendly website:  Up to date/Easy to Navigate  Guest friendly information/Avoid insider language  Mobil responsive  Modern/visually appealing “I’m New” or “About” Include:  Welcome message  What to expect (service times/description, dress, parking directions, location, etc.)  Kids ministry (what about kids)  Welcome Center  Next steps (get connected)  Contact Information  Links to social media/website

Visit your own site and social media and run through this list of what needs improvement…

Check your website performance www.websitegrader.com

“As I got out of the car, an

• lder gentleman came over

and walked me to the door with an umbrella over my head so I wouldn’t get wet. I felt very welcome.”

Why Having a Parking Ministry Matters

Greeters are inside the church, this ministry engages people before they even walk through the door They provide farewell hospitality - they are the first impression and the last impression a guest has

T

In our mystery guest reports, this ministry is noted as one of the most surprising and appreciated by guests They guide a guest to where they need to go and help keep traffic moving Parking ministry can serve as part of your security team

“When I arrived there wasn’t anyone at the main entrance of the church they were in Sunday school so I found a seat and waited”

Greeters Going from Good to Great

The greeter ministry is more than just saying “hello” and handing out a

• bulletin. They are the first point of

contact for guests inside the church and can guide to the next thing. After the service, make it a point to look for guests you met before the service and engage them. Have greeters present 20-30 minutes before service. Their focus in on people they don’t know not the people they do know. When you learn a guests name use it.

Signs Matter

“The church sign and parking were clearly labeled with a sign directing me to guest parking, which was right in front of the entrance, so that was nice. When entering, I was able to find the restrooms, children's area and sanctuary easily.”

They guide a guest to where they need to go Reduce anxiety about navigating a new place for the first time Signs should be bold and up high so they are easy to see when possible Avoid insider language that guests won’t understand

WELCOMING A GUEST TO CHURCH - HOSPITALITY BEST PRACTICES

During the service:

Guests prefer to sit in the middle or rear of the

• church. They do not want to sit up front

Saving seats or asking guests to move because they are in your “spot” is not welcoming For busier services use ushers to assist with seating

Seating

Welcome & Greeting

 Always welcome guests

without pointing them out

 If you have a meet and

greet be brief & remind regulars to welcome people they don’t know

 Use different leaders in

your church to help with this to keep this time fresh and sincere experience

Mention guest friendly

resources such a the guest card, bulletin and connect card

Helping Guest Get Acclimated

Guest Card

(placed where guests can see them (seatbacks, pews, etc.)

• Welcome message
• Restrooms (location)
• What about kids?
• Welcome Center
• Connect Card
• Worship Aid/Bulletin
• Contact information

Bulletin

• Make it guest-friendly
• Mention guest cards
• What about kids?
• Welcome Center
• Upcoming events
• Contact information

Gather information that helps your guest get connected

Grace Chapel Church

Sample Connect Card

Name: Address: Email: Phone:

How did you hear about us?  I’m visiting from out of town.  This is my first time visiting.  I have visited before, but never filled out this card. I would like to know more:  I would like to talk with someone about faith  I would like to learn more about Grace Chapel  I’m interested in Life Groups  I would like to learn more about what you offer for children and youth.  I am interested in membership

Please bring this to our Welcome Center

Consider a digital connect card as well!

 Website  Social Media  A friend or family member invited me  Other __________________________

WELCOMING A GUEST TO CHURCH - HOSPITALITY BEST PRACTICES

After the service:

Welcome Area

 Highly visible  Friendly ministry partners

(volunteers)

 Give a clear call to action

during the service and

• utside of the service (i.e.

website, bulletin, follow-up email, etc.)

 Provide guest friendly

information

Welcome Packet

 Choose collateral materials

that tell about the church

 Highlights key ministries (i.e.

small groups, family ministry, etc.) and other opportunities to get involved

 Provide a gift something that

will remind them of the church

 Invitation to an upcoming

event “The welcome packet was interesting because I learned that the church has more going

• n outside of the service.”

Undercover Greeters and Section Leaders

“After the service we hung around in the lobby area where people were visiting and catching up. Not one person spoke to us.” No nametags and stationed in common areas Look for people before and after the service that are new to the church Engage and connect Helpful in connecting a guest to next steps What they do… Fill the gap between your guests and your congregation

6 Must Have’s for Creating a Welcoming Kids Ministry

Clean – neat and well kept “If my kids like church and want to go, it makes getting everyone dressed and there

• n time so much easier on

me.” Safe – age appropriate, vetted ministry partners, and properly staffed Secure – Check-in and Check-out procedure Do a personal follow up with each of your new families. This makes them feel important! Engaging - Modern, inviting and kid-friendly Inclusive - Special Friends Ministry TheInclusiveChurch.com

Church Follow-up

32.1% 67.9%

• Q. Did the church follow up with you?

Yes No

Source: Mystery Guest Survey 2018 n=1284

Churches are not doing a good job of following up with first-time guests. This is a wasted

• pportunity.

Best Practices for Guest Follow-Up

Fast and friendly within 24-36 hours “I received a handwritten note from the pastor thanking me for coming and inviting me to come back” Be personal and mention something that lets them know you remember them Second follow-up should occur before the next service Don’t quit. If they filled out the card they want to hear from you Include an invitation to a upcoming event Offer to meet with them

Pray for First-time Guests

Share the number of guests that came with your prayer ministry and have them pray for first-time guests.

I have seen God do more in people’s lives during ten minutes of real prayer than in ten of my sermons.

• Jim Cymbala ~ Brooklyn

Tabernacle Church

Jesus made you a fisher of men. He didn’t mean catch & release… Guests are a blessing and an

• utreach opportunity

Create Margin for People

Don’t allow your welcoming to guests to be just a process The longer you have been an "insider" the harder it is to remember what its like to be an

• utsider.

Train and equip your first impressions teams to linger and take time to be with your guests Be intentional about building community within your church so they will know how to build it with others

Reflection…

Write down three things you learned today that your church will implement to become more welcoming.

Discover if your church is truly welcoming guests…

See your church through the eyes of the very people you are trying to reach

mysteryguestprogram.com

mysteryguestprogram.com

“If someone visits and comes back, we get to ask them why…if they visit and don’t come back – we never get the chance to find out.” – Church Pastor