The Pet Peeves of a Church Secret Shopper

 

Did you know first impressions matter? They do big time!

Sometimes there’s no coming back from a bad experience.

When I work with churches, I exhort them to put their best and brightest, their positive, smiling, warmest personalities on their front lines. Starting with the parking lot team and moving inside to greeters, ushers, and those working the welcome desk or information center. These people need to be friendly and welcoming. Most of all, they need to know how vital their role is to the mission of the church.

As someone who visits lots of churches for the first time, I have some pet peeves to share that I hope will help your church.

Parking lot attendants

Nothing drives me crazier than seeing parking lot attendants standing next to each other. There should never be two people (or more) standing next to each other and talking. Parking lot attendants should be spread out across your parking lot communicating with hand signals or walkie-talkies.

When I see parking lot attendants bunched up and talking to one another, it tells me they don’t know their purpose.

This means they don’t realize that their focus and attention need to be on greeting and pointing people in the right direction. Nothing is worse than driving by two parking lot attendants deep in conversation that don’t even acknowledge you. Trust me, I’ve experienced it and it’s a horrible first impression of your church. Give your parking lot attendants posts or positions and have them stay spread out. Remind them to focus on their responsibility and to smile and wave at cars as they drive by. Remember the atmosphere we want to create.

Greeters

Have you ever experienced over-zealous greeters? Greeters that freak you out because they’re too happy, too nosy, or too obnoxious? Greeters need to spread out too and leave space for people to walk. Please don’t form a wall that makes it awkward for people when entering your building. I had a bad experience at a large and well-known church one time. There’s no telling how many hands I had to shake to enter their building.

Ushers

I think we over-simplify when it comes to training ushers in the church. So many churches I’ve visited or consulted with told their ushers to, “Stand here and give each person a bulletin as they pass.” This is a poor vision indeed. If your only job is to hand someone a bulletin, you don’t take it seriously. You don’t do anything else outside that and it’s easy to get in a conversation with other ushers. If you haven’t picked up on it, I don’t like for conversations to be going on with team members. I think it’s rude and a bad first impression.

No one wants to feel like they’re interrupting your discussion to get a bulletin or find a seat.

Speaking of finding a seat, that is the job of the usher. I’ve seen churches that put bulletins on a small table and let the ushers usher. I love this! Ushers should be seating people and be helping those with special needs.

If your ushers can be replaced with a table, they’re doing it wrong.

Hands-free

I have one last bone to pick with all team members, and this is a big one! Make sure your servant leaders are hands-free. This means they shouldn’t be holding a cup of coffee or their cell phone. Imagine a single mom struggling to corral her toddlers and holding an infant’s carrier in one hand, walking in from the parking lot, and the guy or gal at the door is too distracted by their phone to open the door for her. Or the helper is trying to open the door and not spill coffee on her and her children.

You must talk to your team about sacrifice.

The reason your team arrives early (at least 30 minutes before the first service) is to talk to friends, get some coffee, and do other stuff that they shouldn’t be doing while they’re serving.

Once it’s go-time, they must be hands-free and focused.

This is just some of the feedback I hear from church visitors and have experienced myself. If you’d like me to help you make a great first impression, evaluate what you do on a weekend, and give you a report of my findings with next steps, check out my church secret shopper website HERE.

If you’re interested in coaching to take your ministry to the next level, check out my booking site HERE.

 

* This article is adapted from Secrets of a Secret Shopper by Greg Atkinson, published by Rainer Publishing and available from Amazon.

The Power of an Apology

Would you like to strengthen your relationships at work? Would you like to strengthen your marriage? I have a few key concepts and phrases to share with you of which can do just that.

At my church, we like to say, “No perfect people allowed.” If we know that nobody is perfect (except Christ), why is it that we act as if we’re perfect? Why is it so stinking hard to admit when we’re wrong?

I would venture to guess it’s due to pride. Most people struggle with pride at some point in their lives. Sometimes we don’t want to give our spouse the satisfaction of hearing they were right and we were wrong. Pride.

Sometimes at work, we act like we have it all together and we are incapable of making an error. God help us. Some pastors are the worst at this – they steamroll over their staff and volunteers and act like they are always without fault.

The reality is you’re not fooling anybody; you’re just upsetting a lot of people and ruining relationships.

When you don’t own up to a mistake, a loss of temper, a bad email, a smart remark, etc., you damage the relationship and over time this damage becomes irreparable.

You’re not Superman or Superwoman. You are not invincible. You are not perfect. You make mistakes. You’re a sinner saved by grace – never forget that! You need grace and mercy. Your employees, employer, and spouse need grace and mercy. Make sense? I thought so.

So, quickly, let me suggest how you can repair your marriage, win friends, and increase your stock at work. Here are seven phrases that can save you:

1 and 2: “I’m sorry” and  “I apologize.”

Use whichever you feel seems most authentic and sounds like yourself. For me, I prefer, “I apologize.” I just said that to someone today and it saved a relationship. It’s freeing. It’s therapeutic. It’s the Christ-like and right thing to do. When you hurt someone, apologize. Word of advice, speak from the heart and face to face. Let them hear the tone of your voice and see the sincerity in your eyes.  

  1. “My bad.”

If you spout out some answer that you really haven’t thought through all the way and you suddenly realize you’re way off, just say, “My bad.” Own up to it. Note: “My bad” is good for casual, informal and small offenses. Don’t make a big mistake and try to say, “My bad.” Not smart. Use this phrase sparingly. Also note: This phrase can be abused and come to mean nothing if you really offend someone and try saying, “My bad.” Watch out!

  1. “I messed up.”

If you make a mistake and it comes to your attention, be quick to say, “I messed up.” When you take ownership of your mistakes, you take the venom out of your attacker’s darts.

  1. “I blew it.”

If you really mess up and you may get in serious trouble, the worst thing you can do is deny it. That will get you fired or divorced. If you blew it, say, “I blew it.”And I’d follow that up with an apology from the heart. Repentance is attractive. It’s hard to stay mad at someone that genuinely repents and asks for forgiveness.

  1. “I was wrong.”

Remember, you’re not always 100% right. When you’re not, say, “I was wrong.” And for an added benefit on your part, add, “And you were right.” I am not talking about manipulating people here. I’m talking about being real, genuine, and authentic. This is a character issue, friends.

  1. “Please forgive me.”

Lastly, always ask for forgiveness when appropriate. If you accidentally spill coffee on someone’s shoe, you don’t need to beg for forgiveness. However, you also don’t need to ignore it or say, “Hey, watch where you’re going.” or, “That was your fault.”

When you have hurt someone and they are feeling seriously wronged by you, it is entirely appropriate to ask for forgiveness. Again, you are not to manipulate people. If they don’t forgive, move on – you’ve done your part. If they forgive you, graciously receive it and then move forward in your relationship.

One final piece of advice (and I’m talking to myself here): You don’t outgrow these phrases. This is how to live as a person of integrity and character. If you were 99 years old, I’d still share this article with you. These are habits to carry on for life. God bless you as you grow in grace.

“If it is possible, as far as it depends on you, live at peace with everyone.”- Romans 12:18 (NIV)

Now that Easter is Over

Now that Easter is behind you, it’s time to take your Guest Services to a whole new level. Let’s create, build, and reinforce a culture of hospitality.

Join us in 2 weeks for the May 7-9 First Impressions Conference. You’ll learn from the leading voices and churches in the area of first impressions and guest services. This year’s theme is The Hospitality Culture.

Since you read my blog and I know you care about this, we’ve created a special discount code just for you. Use promo code GIFT and you’ll save 10% on your All Access Pass registration.

With the All Access Pass, you can watch the conference at any time on-demand. Yes, you can watch it LIVE, but if you and/or your team can’t view it live, you can watch it later – for as long as you want – with lifetime access.

Use promo code GIFT to save 10% and go here to learn more and register. You don’t want to miss out on this training and inspiration. Our team has worked crazy hard and we’ve put a lot of heart and soul, blood, sweat, and tears into this.

PLEASE NOTE: This conference is all ONLINE. There is no travel involved. You can sign up today and watch it in two weeks. No hotel. No flight. No rental car. Watch it at home, at the office, at your church, alone, or with your team.

It will truly be monumental in the life of your ministry. Join us!

– https://firstimpressionsconference.com/

3 Ways to Still Have a Team After Easter

So here we are – less than three weeks away from the biggest Sunday of the year. I just left a planning meeting with the worship pastor at my home church. We were talking about ways to turn first-time guests into second-time guests. We brainstormed about setting up a tent outside to welcome guests and give them a gift, as well as info about next steps.

The reality is all we planned to do takes a huge amount of volunteer leadership. I coached him on delegating and equipping the saints for the work of the ministry (Ephesians 4).

But here’s the real question:
How do we still have a team going forward after such a stressful and busy season as Easter?

Here are some thoughts:

We live in a digital world. Texting, IMing, Facebook posts, Instagram posts and daily tweets – truly a whirlwind when it comes to communicating these days. Call me old-fashioned, but I’ve found that a personal touch still goes a long way (yes, even in 2019).

  1. A Handwritten Note

Everybody loves to receive a handwritten note thanking them for their service on your team. We’re coming up on one of the busiest times of the year with Easter. We all know that Easter is the Super Bowl for churches. More people will visit your congregation than any other day of the year.

Your volunteers are going to work countless hours (your staff, too). Take the time to write out ‘Thank You’ notes to each and every one of them. If you have the budget, include a gift card in the note to them. Sometimes I do Chilis gift cards for $25. Sometimes I can only do a $10 Starbucks card. Whatever your budget can do – make it happen.

  1. Phone Calls

Another thing that goes a long way in this digital world is phone calls. It seems we’ve lost the art of picking up the phone and checking on our team and seeing how they’re doing. I used to go through my team’s list of names and give them a call just to see how they were doing and if there was anything I could pray for them about. This went a long way!

  1. Personal Touch

One final thought I’ll mention on a personal touch is to give out hugs. You wouldn’t believe it, but a hug goes a long way. Now I know that some people don’t like to be touched and freak out if you try to hug them. You need to be aware of body language and know if you’re making someone uncomfortable, but by and large, most people like a good ole hug.

On Wednesday nights, I greeted my team members with hugs and asked how they were doing. This is in contrast to barking to get your post or “Did you hear about the changes we made?”

I’ve made it a point to not let something business come out of my mouth first. The person is always more important than the thing we’re trying to accomplish or produce. Check on them first and then update them on the changes. Lastly, greet them with a warm smile. Let your people know you love and care for them.

This is about valuing people over production. People are more important than what they can produce and we shouldn’t prostitute them and their gifts. God has entrusted them to us and our team and we should value them.

How long has it been since you wrote a note? How long since you called a team member? Given any hugs lately?

Let’s surprise our team and volunteers with a personal touch and an attitude of gratitude this Easter season.

 

*** Want help reaching and KEEPING more guests at your local church?

Signup for the May 7-9, 2019 (ALL ONLINE) First Impressions Conference here.

PLEASE NOTE: You don’t have to watch it all live. When you signup for the All Access Pass, you can watch all 18 hours of video content at any time later on-demand!

 

Freedom

Tomorrow we celebrate the 4th of July with family and friends. Sometimes, as Americans, we can take our freedom for granted.

I encourage you to watch this video from my friends at Igniter Media to remind you what others around the world have to go through and how they long for the freedom that we enjoy daily. Give thanks and Happy 4th!

Does Your Church Website Have an Easter Page?

Does your church website have an Easter page? It should.

Here’s why:

  1. People check you out online before they check you out in person.
  2. It shows people that your Easter services are a priority and something you’re really hoping that they attend.
  3. It gives your social media posts, images, promotions, and ads somewhere to point to (a permalink).
  4. It is shareable.
  5. It gives you one spot to announce how many services there are and if there are time changes just for that day.

Tip: Use this special Easter page as a sort of “What to Expect” page for all your incoming guests. 

Tip: Make sure this page is mobile-friendly. People will look at it on their phone to find out your service times.

I recommend creating a page on your existing church website that is located at /easter and is something easy to point all your people and promotions to. Unless like some churches have done, you make your entire homepage (above the fold) an Easter promo.

Here are some examples (NOTE: Most are last year’s page. Also note: These are not ranked – just listed as I came across them.):

  1. West Ridge Church – Great website. (They also have a separate Easter page.)
  2. Life.Church (This is still last year’s services, but I assume they’ll be updating it soon.)
  3. North Point Community Church (This is still last year’s services.)
  4. Willow Creek
  5. Liquid Church
  6. Elevation Church
  7. Buckhead Church
  8. Church of the Highlands (Notice the What to Expect section)
  9. Rock Church
  10. Bayside Church
  11. First Dallas (NOTE: They have a long permalink. Make it short and simple like /Easter.)
  12. Cornerstone Church
  13. Christ Fellowship
  14. Potential Church
  15. Canyon Ridge Christian Church

I have a whole chapter dedicated to Online Presence in my book Secrets of a Secret Shopper. Buy it today, share it with your team, and do all you can to turn first-time guests into second-time guests.

NOTE: I’m writing this now so you have plenty of time to work on something before early March and promote your Easter services for about a month.

 

Quick Keys to Effective Communication for Pastors

Here’s something fun: Ask your child, wife, staff member, deacon, elder, small group teacher: “What did I speak on 3 weeks ago?…2 weeks ago?…this past weekend? Ouch! Maybe that isn’t so fun. Why do their answers sting so much? Because, as communicators, we desperately want to reach the people that we’re speaking to. How can we improve in the art and science of communication?

Study the best communicators

  1. Study the Master – How did Christ communicate (mustard seed, vine, and branches, children, wind, Living Water, seeds, a plank in your eye, etc.).
  2. Study people in Scripture – Check out leaders in both the Old and New Testaments. Study Peter and Paul. Look at Acts 17 – How did Paul communicate differently in verses 16-32 than he did at the beginning of the chapter?
  3. Study present-day communicators – Who are your favorite speakers? What do you like about them? How do they capture your mind and your heart?

Practice the disciplines of your craft

  1. Creativity – Consider all that our Creator made; the many different species, colors, people, etc. Let Him inspire you to use every ounce of your talent and imagination in crafting messages. Michael Slaughter, Pastor of Ginghamsburg Church said, “Electronic media are the language of our culture. Our strategies for designing worship MUST be visually engaging.”
  2. Learning – Study “how to” learn and be a continual learner yourself. We should all be constant students of God, His creation, His Word, the people He died for, the culture we find ourselves in and how to communicate effectively. Stretch yourself. Read constantly!
  3. Risk-Taking – Great communicators take risks. Risk and faith go hand in hand. When we stand up to preach, do we rely more on our experience and education or the Holy Spirit? When Rob Bell was the teaching pastor at Mars Hill Bible Church in Grandville, MI, the entire first year of their church, Rob preached on the book of Leviticus – and the church grew from zero to three thousand members.  Talk about risk-taking! Like him or not, Rob Bell is a phenomenal communicator.

Be intentional and employ the following

  1. Storytelling – Paint a picture with your words. Never forget the power of the imagination. Everything doesn’t have to be on the screen. Dan Kimball said, “Because people in the emerging culture don’t know the story, preachers must become storytellers again.”
  2. The Arts – Praise God. the arts are coming back to the church! For so long, you had a place to serve in our churches if you taught, sang, or played the piano/organ. Now, everyone is (or should be) welcome to use their gifts and talents for the glory of God whether they are a “techie”, painter, dancer, poet, sculptor, seamstress, designer, video producer, actor, etc. Find the artists in your church and allow them to partner with you in communicating the Gospel.
  3. Shift from auditory only to multi-sensory worship – One doesn’t have to research too long to see that most people learn today through other means than hearing. Leonard Sweet’s book Post-Modern Pilgrims laid out in detail his EPIC concept. Len Sweet suggests (and I agree) that our worship services and sermons should be Experiential, Participatory, Image-based, and Connective. Sweet says, “When you have a choice to make about how to deliver a particular element of your worship service, push the bounds — make it dynamic, relational, and most of all, make it visual.”

Never Lose Your Focus

  1. You must shift from Information to Transformation – Preaching in the modern church focused on a logical presentation of facts to move people toward a decision – now you need to move beyond words and be interactive and engaging. Our worship gatherings should not be a social or academic meeting of people “coming to church” and learning.
  2. The goal is changed lives – Our worship gatherings should be a spiritual, authentic, life-changing encounter for God’s people connecting with each other and their Creator by experiencing His Presence in worship and confronting truth expressed through His Word and understood through His Spirit in an atmosphere of love, grace, peace, and joy!
  3. Rely on His strength – With the reality that it’s not about us and that God knows whom we are trying to reach and how best to communicate to them, the obvious comes back to the forefront: Prayer is the key to all, the lifeline from which we “live, move, and have our being.”  

 l’ll close with 5 thoughts

  1. You can’t do it alone – If you haven’t already, put together a creative planning team and work with them on your message and series planning.
  2. Evaluation – The only way to truly grow and improve as a communicator is to constantly evaluate your teaching. Suggestions for this are:
    • Video yourself teaching
    • Listen to just an audio recording of yourself teaching
    • Ask others to evaluate your teaching.
  3. Remember: All our media are simply tools – Our responsibility as leaders are to help people stay focused on Jesus, not the experience itself. If they leave our churches saying, “What a cool video” or “What a great sermon” instead of “What an awesome God!” we’ve missed the boat.
  4. Watch and listen to other communicators – Great teachers study other great communicators. I get to see and hear from Steven Furtick almost weekly. I know he watches other communicators and has truly mastered the art of communication. I listen to Matt Chandler and others via podcasts. Each time I listen to Chandler, I am amazed at how he captures the ears and hearts of the listener. PRO TIP: Both Furtick and Chandler weave humor into their messages. Never underestimate the power of humor and laughter. Who do you resonate with and learn from? We can all grow in this area.
  5. Please don’t forget the power of imagination – Read THIS article I wrote last year on tapping into this powerful gift from our Creator God.

If I had to summarize my heart on preaching, I would say to work at your craft and put the time and effort into improving as a communicator. I believe in you. You can do it. Keep pressing on!

 

How to Reach More First Time Visitors for Your Church

Are you a pastor or church leader with a full schedule and only limited hours in the week? If so, are you struggling to find ways to reach more first-time visitors with the limited time you have?

Being a pastor isn’t just preparing for Sunday’s message every week but the scope goes much more beyond that. And on top of all of that, you must find a way to reach more visitors and to spread the message of Christ.

There just isn’t enough hours in the week for everything a pastor must do.

And with that, I am so excited to invite you to the Church Hacks Summit to Reach More First Time Visitors!

They’ve assembled 25 of the world’s leading church first impressions, guest services, and marketing experts to teach you their secrets on how to reach more first-time visitors and grow your church.

I’m honored to kick off the Summit with the opening talk on why hospitality matters. I’ll be making the Biblical case for why you should take this area of ministry seriously.

This is going to be a free online event (no travel) for equipping your church with proven systems and strategies to connect with new first time visitors in your community! We’ll show you how your church can be a magnet for first-time visitors without being gimmicky, breaking the bank, or setting unrealistic expectations.

And the best part of the Church Hacks Summit is that it is 100% absolutely free! If this is something you’re interested in, just click this link and register today! And if you know somebody that would benefit from this Summit, make sure to let them know.

Greg Atkinson’s Top 20 Blog Posts of 2016

I thought I’d take a look back at the most popular blog posts of 2016. Important to note is that there are a few that are targeted to pastors and preaching. There are also a few focused on Easter – which is good for this time of year.

There are also a couple on my church secret shopper ministry. You can go here to learn more about hiring me to evaluate your church’s weekend experience.

Also, please check out my new book Secrets of a Secret Shopper – which goes into great, practical details on how to turn first-time guests into second-time guests.

HERE ARE THE TOP 20 POSTS FOR 2016:

Leadership and the Power of Momentum

Ministry, Leadership, Worship, and Expectation

Donald Trump, Hillary Clinton, Life, and Lies

Preaching and the Power of Imagination

5 Ways to Improve As an Active Listener

Digital Real Estate Matters

Always Point People to the Church Website

The Seasons of a Church Secret Shopper

Help Your People Say “No”

5 Tips from a Church Secret Shopper

7 Tips for Guest Worship Leaders

Easter 2016 Review and Learn

The One Thing You Must Do this Easter

3 Ways to Still Have a Team After Easter

Don’t Quit! We Need You.

Don’t Tell Me Men Don’t Sing

You Don’t Always Have to Hustle

Have You Ever Considered a Church Secret Shopper

7 Lessons from Peyton Manning for Pastors

99 Questions When Hiring a Worship Pastor

Little Drummer Boy

little-drummer-boy

Some close to me know my favorite Christmas song is “Little Drummer Boy.” Something about it resonates deeply with me.

I think we all long to see Jesus smile at us and know that he loves us just as we are.

Merry Christmas, friends.

Little baby
Pa rum pum pum pum
I am a poor boy too
Pa rum pum pum pum
I have no gift to bring
Pa rum pum pum pum
That’s fit to give our King
Pa rum pum pum pum,
rum pum pum pum,
rum pum pum pum

Shall I play for you
Pa rum pum pum pum
On my drum

Mary nodded
Pa rum pum pum pum
The ox and lamb kept time
Pa rum pum pum pum
I played my drum for Him
Pa rum pum pum pum
I played my best for Him
Pa rum pum pum pum,
rum pum pum pum,
rum pum pum pum

Then He smiled at me
Pa rum pum pum pum
Me and my drum