Design & Construction

Simple Steps to A Fantastic Guest Experience

Greeters at Indian Hills Community Church in Lincoln, Nebraska

Offering those visitors who walk through your doors a great experience really is as easy as 1 - 2 - 3.


Gary Zandstra  ·  December 4, 2017

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Years ago I was the opening manager for the first location of a brand new movie theatre chain.  One of our mottos was “Being #1 is as easy as 1-2-3

1. Welcomes, pleases and thank you’s
2. Next in line service  
3. Suggestive selling at the concession stand.

We wanted our cast members (employees) to have something simple, tangible to grab on to that expressed what we felt was important. 

We posted signs in the back hallways, the locker rooms, the employee room (basically everywhere we called “backstage” yes, including the restrooms).

Another thing that we did in training was to talk about the “Zone of Influence”. 

The Zone of Influence was a designated area around each employee, that when a guest entered into that zone, the employee either needed to engage them in conversation or at least offer them a greeting. 

To help put this policy into action we took an 8’ piece of PVC conduit, painted it orange and put a rope that would go around the back of our “guest” or cast member’s neck so the PVC would hang at about knee level and extended 4’ on either side of the guest.  In training the cast member would walk around (back stage) wearing this contraption and teaching each employee where their “Zone of Influence” was.

I am sharing this as I recently had a flash back to that experience. 

It happened while I was attending a business/ministry seminar.  The experience started when I walked up to enter the building and someone was there to open the door, welcome me and give me directions as to where I should go for registration.  As I hit the registration table I was greeted with a hearty “Welcome, we are glad you are here”.  After receiving a name tag, the person at the table told me where the complimentary snacks were located and where I could purchase a book that the presenter had written, if I was interested.

Leaving the registration table and heading towards the snacks I walked into the “zone of influence” of someone else that was working the seminar.  As I entered their “zone” I was again greeted and was asked if I had ever been at this place before.  What transpired was a couple of minutes of great conversation with this “ambassador” of the church. 

Turns out we knew some of the same people and he ended the conversation with a welcome to come back and visit on a Sunday. 

It was a no pressure, kind invitation.
 
It was as I sat down for the seminar that the flashback from my movie theater days came back. I thought it really IS as easy as 1-2-3!

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ARTICLE TOPICS

Design & Construction · Building · Blogs & Opinion · Guest Services · Outreach · All Topics

ABOUT THE AUTHOR

Gary Zandstra
Gary’s newest venture The Experience gives him the opportunity to help the local church using his vast experience in facilities and production.
Contact Gary Zandstra: gary@nemosyn.com ·  View More by Gary Zandstra


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COMMENTS

By DonaldPedersen on December 16, 2017

Everybody likes your hospitality. The essay writer in uk has written an article about this church services which is inviting the everyone in pleasant manner. I really like the construction of the church which is so beautiful.