Are You Ready for an Audit – a Guest Experience Audit?

During the spring of my junior year of high school, I was completing a typing class (yes, that was a thing back in the dark ages). My teacher also happened to be the teacher of the Accounting class, and one day I happened to have some spare time, and I used it to flip through Read more about Are You Ready for an Audit – a Guest Experience Audit?[…]

Does Your Church’s Guest Experience Set High Expectations – and Then Exceed Them?

If we cannot define what we are doing, how in the world can we accomplish it?     – Scott McKain What do you expect when you pull into the parking lot of a store for your weekly grocery shopping? Your answer most likely depends on circumstances beyond your control, but is nevertheless a critical Read more about Does Your Church’s Guest Experience Set High Expectations – and Then Exceed Them?[…]

Old-School Disney is Definitely Not Old-Fashioned

The Disney organization is the greatest practitioner of Guest Experiences around today. Books have been written about what the cast members at Disney do to make people feel welcome (I know – I’ve read all of them, and own most of them). As good as books are, sometimes you need to experience learning. On a Read more about Old-School Disney is Definitely Not Old-Fashioned[…]

The Winning Formula for an Excellent Guest Experience

An excellent Guest Experience is 90% brilliant basics and 10% magic moments.           – Ben Reason, Service Design for Business And when it comes to basics, probably nothing is more basic than a smile. Recently, I left home for an 11-day road trip to multiple cities across the eastern U.S. My travels Read more about The Winning Formula for an Excellent Guest Experience[…]

Bring “The Experience” to Your Church and Elevate Your Guest Experiences to a New Level

As my wife and I drove to our church campus recently, the drizzle became a steady downpour. While we knew that even a few drops of rain is often enough to convince people to stay in bed instead of coming to worship, we also knew that those who chose to come to our campus were Read more about Bring “The Experience” to Your Church and Elevate Your Guest Experiences to a New Level[…]

Have You Walked in Your Guest’s Shoes Lately?

What’s going through the minds of your Guests as they walk toward your organization for the first time? Bruce Loeffler thinks you ought to know. Writing in One Minute Service, Loeffler brings his years of experience with Disney and presents a helpful reminder that organizations of any sizes – including churches – can improve their Read more about Have You Walked in Your Guest’s Shoes Lately?[…]

What is Your Share of Your Guest’s Mind during a Guest Experience?

Beyond Philosophy has created some great ideas and tools for understanding customer experience in the corporate world. In their book Revolutionize Your Customer Experience by Colin Shaw, the concept of Share Your MindTM is introduced. Beyond Philosophy discovered that there are four different levels of customer attention: Oblivious Distracted Engaged Captivated Graphically it looks like Read more about What is Your Share of Your Guest’s Mind during a Guest Experience?[…]

Excuse Me, Can I See the Manager?

The best place to start thinking about process is at the end; in this case, where a customer or Guest didn’t have a great time/meal/service/whatever. The customer/Guest usually takes it out on the person who was most involved in the transaction – a clerk or waiter or flight attendant – a front-line person. But is Read more about Excuse Me, Can I See the Manager?[…]

The Importance of Clarity in Your Guest Experience

The process of making consommé is one of the most interesting things a chef will do in the beginning of his culinary education. Interesting, because you take a perfectly good stock and add a mixture of egg whites and lean ground beef, which has the effect of looking like a ground beef milk shake. That Read more about The Importance of Clarity in Your Guest Experience[…]