This past year, I had the privilege to attend the popular Drive Conference hosted by North Point Ministries. It was a time for my colleagues and I to travel and enjoy a wonderful time together. This was my first time in Atlanta, first time experiencing true southern hospitality, and first time experiencing the famous Waffle House.
In a nutshell, the Drive Conference is basically North Point Community Church leaders sharing what they do week in and week out. We’re not talking about Andy Stanley’s preaching method and prayer life, we’re talking about all the supporting ministries from administration to worship.
While each session was full of insight, it was quite interesting that each panelist and speaker always mentioned Disney. The multi-billion dollar entertainment company that is all too common for all of us has definitely made it’s impact in the church. For many of us, it was either the mouse, the princesses, the theme parks, or maybe the more recent acquisitions of Star Wars or Marvel Studios; we all probably have some liking to this the mega-entertainment company.
While Disney is best known for their movie productions, the interest that this church had was actually their top notch guest services department. The more sessions I attended, the more I heard about this ubiquitous “Disney Guest Services Handbook” that no one seems to have! But it sure got me interested to know where their inspiration came from when developing new facilities or even training how to welcome church guests.
It’s hard to imagine a Welcoming Volunteer be at the caliber as a paid Disney Cast Member. But at the same time, there are some great things we can take away from either this magical handbook or our personal experiences at the parks. Here are some of the tips that have greatly helped NPCC past and may help some of us in the future:
Big and Obvious Signage
How often does a guest ask you for a direction to some place on your church grounds? Whether its for the bathroom, children’s ministry, coffee, bookstore, etc., these happen to be very common questions. Sure, give it a few weeks and they’ll eventually get in a familiar routine, hopefully. But most newcomers shy away from wanting to look like the new guy. Sometimes, some big and obvious signage is enough to make the new guy feel like a valued guest.
“How’s your day goin’?”
Probably every 3-5 volunteers I pass by, I was asked this very question. Did it get annoying? Absolutely not! In fact, as a guest to their campus, I was glad to know that they valued how my day was. Sure, 80-90% of the people will respond with a variation of “good,” but there may be that one person who actually needs something. In the middle of spring, I experienced a pretty bad allergy reaction to the southern wind and pollen. If I didn’t come across an available volunteer for some medicine, I surely would’ve been decommissioned for the rest of the day!
The Smiles
A bored, inattentive facade already sets the mood of your guest, and may unfortunately bleed into the church experience. Same goes with Disney–rumor has it that if a Disney Cast Member is not in the mood to work, they’re sent home! (#3, http://www.disneyfanatic.com/8-inscrutable-requirements-for-being-a-cast-member-in-disney-parks/#) If I had any questions during the Drive Conference, I first looked for a name tag, and then the person who I think wouldn’t snap at me for asking bathroom locations on the last day. Usually, they were the one’s who had a cheerful smile and spirit and not those with a frown.
People always ask my wife and I, “How come you guys have annual passes? Isn’t it always the same?” In theory, yes. Our visits not only create life long memories, but it’s the little things that we experience that continually changes the way I think about guest services and visitor experiences at the church. Just like what the NPCC leaders have mentioned, we scope out Disneyland’s casting teams to improve our teams. Obviously not everything is transferable or even possible. But for over half a century, Disney has definitely done something right to keep their daily production going. From the parking experience to their technical production, there’s always something to take away from the land of the mouse.
Let us know in the comments: what are some things or tips y’all have done to create a better “guest experience” for your visitors?
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