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One Word Makes the Difference
Guest Services in the church is a passion of mine. I want churches to realize that they have a chance – usually a single chance – to make a WOW! first impression on Guests coming to their facility this...
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Everything Matters
All organizations, knowingly or unknowingly, build messages to their customers (Guests) into the settings in which they operate. Consider these pairs: A luxury car dealership and a used car lot A theme...
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Mickey’s Ten Command-ments for the Setting
In yesterday’s post the concept of the “setting” at Disney was introduced. Going a little deeper, from the excellent guest services book Be Our Guest, Disney vice chairman Marty Sklar gave the...
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The Three Ps of Service Magic
Service Magic An unexpected experience with a touch of style, grace, and imagination the customer remembers with fondness and a smile. Creating an unexpected, unpredictable, and valuable experience...
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The Magic of Place in Your Church’s Guest Experience
The magic of Place has three faces: natural, constructed, and virtual. > Natural Place Magic is intrinsic to those wonders of the physical world that thrill and awe us by simply existing. It’s the...
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