It is a fairly regular occurrence for people to use social media and other online forums to express displeasure with their customer service experience. This is not such a post. In fact, this experience was so positive I think churches can learn much from it.
Last week my wife and I were looking for somewhere different to eat. We decided to try Marlow’s Tavern which had recently opened in Woodstock, GA.
After being seated, the waitress took our drink order asked if we had been to Marlow’s before. We indicated it was our first time and she gave a polite expression of gratitude. We then gave our drink orders (two ice waters) along with ordering an appetizer.
Within minutes, a gentleman served our appetizer and introduced himself as the “Manager of Hospitality”. He went on to say Marlow’s likes to give all their first time guests an appetizer as a sign of appreciation for their coming into their restaurant. He added that since we had already ordered an appetizer, this would be compliments of the house. He finished by saying if there was anything else he could do to make our experience pleasurable to let him know.
The food at Marlow’s was delicious. The service was quick. But the experience my wife and I had in terms of feeling welcome and valued was outstanding! As I drove home I wondered if people leave our church services with similar feelings.
After reflecting on our experience, I gleaned 5 Lessons Churches Can Learn About Treating First-Time Guests From Marlow’s Tavern:
- Marlow’s Values First Time Guests – First time guests are a priority at Marlow’s. Other than the person of the Holy Spirit, the most important person on Sunday is the visitor. Visitors are the only way a church can grow.
- Marlow’s Has A System In Place For Identifying Visitors – A system is anything a church does twice. Does your church have a First Time Guest System? This is the Marlow’s system as I experienced it – 1. Waitress identifies guest by asking a specific question. 2. Upon identification Waitress notifies Manager of Hospitality of the first time guest. 3. Manager of Hospitality makes a personal welcome. 4. Manager of Hospitality gives a free appetizer. Rinse and repeat. Does your church have a documented experience for the experience you want first-time guests to have? This should not include making them stand. For some tips on creating a great first time guest experience read 11 Practices Of Churches You Are Excited To Take Your Unchurched Friends To.
- Marlow’s Has A System In Place For Welcoming Visitors – See points #3 and #4 listed above. As previously mentioned, we were met by the “Manager of Hospitality” who made a personal greeting and provided a free appetizer. For an incredible example of a First Time Guest System from the time someone enters your parking lot until the time they leave your campus read 18 Thoughts On John Luke Robertson’s Visit To Perry Noble And NewSpring Church. This was the best first-time experience I have ever had.
- Marlow’s Gives First Time Guests Something The Guests Will Value – This is big. In your welcome bags include all your church’s propaganda but also put something the guests value like a Starbuck’s gift card. We got an appetizer. You can come up with your own gifting ideas but just put yourself in the place of the visitor. What would they think is valuable? Give them that.
- Marlow’s Gets Repeat Visitors – My wife and I will be back.
And if your church gives its first time guests the type of experience my wife and I had at Marlow’s Tavern, they will return to your church as well.
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