Welcoming and Retaining First-Time Guests November 2018
Be Social @faithperception /faithperceptions @faithperceptions
www.mysteryguestprogram.com
Mystery Guest Survey Our mystery guests will attend a service and completes an online survey on the following areas… Community Awareness Website Signage/Parking Greeting/Friendliness Seating/Music Worship/Message Resources/Information Church Environments Children/Youth Ministry Outreach/Follow-up Return/Overall
What we’re learning… GUEST PERSPECTIVES
Top reasons for not attending church Q. Which of the following statements best describes why you don't attend church? I have not found a church I like 30.0% I don’t need to go to church to have a 23.0% relationship with God Scheduling conflicts / lack of time 21.0% Don’t believe in God or a higher 21.0% power It's personal/other 5.0%
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
Top Reasons Guest DO Return… • A friendly and welcoming Key Learnings experience Signs were non-existent or not easy identified. • The message Guests were not always sure of how to find things like the main entrance, • The pastor restrooms, information desk or the children & youth ministry. A friendly church alone doesn’t make someone want to come back. There are lots of friendly churches that are dying
Top Reasons Guest DON’T Return… • An unfriendly church Key Learnings • Mediocre experience Signs were non-existent or not easy identified. • Lack of quality faith Guests were not always sure of how to find things formation for adults and kids like the main entrance, restrooms, information desk or the children & • The age of the church is too youth ministry. old For millennials when the age of the church is older this is often a reason for not returning again
8 Ways Guests Feel Unwelcomed 7 Ways Guests When they are ignored by the congregation When they are ignored by the Feel Unwelcomed congregation Put them on the spot, “Are you Outreach happens inside the Arrive and aren’t greeted by anyone new?” church too Use insider language or talk about Put them on the spot, “Are you new?” or “Is this your first Sunday?” things they aren’t included in. Hi! I don’t believe I’ve met you yet. My Overwhelm them with trying to get them to return name is… Use insider language or talk about things they aren’t Make them uneasy about leaving their kids included in. with you Overwhelm them or put them on the spot Let them leave without anyone talking to Make them uneasy about leaving their kids with you them Let them leave without anyone talking to them Overhear you talking badly about others When you speak to them or they overhear you talking badly about others
The number of Millennials leaving the church has Millennial Research quadrupled in the last 30 years from 10% to 39% • Need a safe place to ask Source:ReligiousNews.com 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
Where to start: WELCOMING A GUEST TO CHURCH - HOSPITALITY BEST PRACTICES
Building Strong First Impressions Teams Begin by identifying a core Develop a mission/vision, welcoming group of 4-8 people who process, ministry descriptions, etc. will help you launch and lead this ministry. These Recruit people that LOVE people aren’t the doers they are to serve in this ministry the designers. Communicate to your teams the vision of you’re the ministry, the welcoming process and their role Train, equip and INSPIRE your ministry partners to serve
Before the service: WELCOMING A GUEST TO CHURCH - HOSPITALITY BEST PRACTICES
Website/Social Media Checklist Visit your own site and Steps to a guest-friendly website: social media and run Up to date/Easy to Navigate through this list of what Guest friendly information/Avoid needs improvement… insider language Mobil responsive Modern/visually appealing Check your website performance www.websitegrader.com “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
Why Having a Parking Ministry Matters Greeters are inside the church, this ministry engages people before they “As I got out of the car, an even walk through the door older gentleman came over and walked me to the door They guide a guest to where they need with an umbrella over my to go and help keep traffic moving head so I wouldn’t get wet. They provide farewell hospitality - I felt very welcome.” they are the first impression and the last impression a guest has T Parking ministry can serve as part of your security team In our mystery guest reports, this ministry is noted as one of the most surprising and appreciated by guests
Greeters Going from Good to Great The greeter ministry is more than just “When I arrived there saying “hello” and handing out a wasn’t anyone at the main bulletin. They are the first point of entrance of the church contact for guests inside the church they were in Sunday and can guide to the next thing. school so I found a seat and waited” Have greeters present 20-30 minutes before service. Their focus in on people they don’t know not the people they do know. After the service, make it a point to look for guests you met before the service and engage them. When you learn a guests name use it.
Signs Matter 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 “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.”
During the service: WELCOMING A GUEST TO CHURCH - HOSPITALITY BEST PRACTICES
Seating 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
Welcome & Greeting Always welcome guests Mention guest friendly without pointing them out resources such a the guest card, If you have a meet and bulletin and connect card 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
Helping Guest Get Acclimated Guest Card Bulletin (placed where guests can see them (seatbacks, pews, etc.) • Make it guest-friendly • Welcome message • Mention guest cards • Restrooms (location) • What about kids? • What about kids? • Welcome Center • Welcome Center • Upcoming events • Connect Card • Contact information • Worship Aid/Bulletin • Contact information
Gather information that helps your guest get connected I’m visiting from out of town. Grace Chapel Church This is my first time visiting. Sample Connect Card I have visited before, but never filled out this card. Name: Address: I would like to know more: Email: I would like to talk with someone about faith Phone: I would like to learn more about Grace Chapel How did you hear about us? I’m interested in Life Groups I would like to learn more about Website what you offer for children and Social Media youth. A friend or family member invited me I am interested in membership Other __________________________ Please bring this to our Welcome Center Consider a digital connect card as well!
After the service: WELCOMING A GUEST TO CHURCH - HOSPITALITY BEST PRACTICES
Welcome Area Highly visible Friendly ministry partners (volunteers) Give a clear call to action during the service and outside of the service (i.e. website, bulletin, follow-up email, etc.) Provide guest friendly information
Welcome Packet “The welcome packet was Choose collateral materials interesting because I learned that the church has more going that tell about the church on outside of the service.” 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
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