Principle #2. Create a System of Communication.
Communication is critical, especially with guests. How is your church communicating who you are and what you do?
Before the visit…what does your website communicate. Almost every business or product is researched before buying or committing. Like restaurants, hotels, vacation spots, electronic devices etc., most people will explore a church before deciding to attend. Let’s look at three phases of the experience.
A potential guest makes an important decision long before they arrive at your church. Websites should have some basic information to inform the searcher. Include staff with pic and brief bios so a guests knows who expects to see or hear. Don’t forget service times and locations. Basic contact information. You’d be surprised at the number of churches that do not include the city in which they serve on the front page of the website. Just imagine how many Trinity, New Life, Hope, First Baptist, Calvary churches exist. If I can’t confirm the city, I’ll probably not find the church. What should a first time attender expect when they come? What is appropriate attire, how long is the service.
Corporate worship is usually the first encounter for guests (unless they have been personally invited to a small group or other ministry.) What happens during the worship or ministry outreach experience. Be sure to let guests know what’s happening. How can newcomers participate in the service. Explain and Model what you want participants to do. Who is on stage? Can a guest identify the pastor, staff or key leaders who are speaking, praying, singing, etc. Why should a guest listen or follow them. How do you ask for and collect guest information. Guest cards, guest texts, sanctuary hosts? I’ve been in a number of churches that never ask for my information. How can a church follow up if that information is not collected?
After the visit, guests who surrender personal information expect to hear from you. They have usually visited 2-4 times before. Be sure to follow up. Do more than send an email or write a letter or post card. These options are all OK, However, You need two way communication. Create a consistent follow up plan. Make phone calls, door step visits and personal invites. One church I attended had a weak guest relations process I was received cooly (rather than warmly). I was asked after my visit, “Do you think you will come back?” My internal response was “Why should I?” Even A good visitation program cannot make up for a poor first impression!
A word of caution. Let guests know what you are doing things on the first exposure…but don’t overwhelm them with everything. For folks who have not been to church our practices may seem a little strange and certainly unfamiliar. Be sure to ask this question as you formulate the process. “What is the next step? What do you want a guest to do next. Communicate it clearly and allow them to explore some options.
I hope you found this information valuable. Be sure to check on Part 1. “Create a Culture of Connection,” in a previous post. Watch for Part 3 Coming Soon!
beneficial. Let me know what you think.
