Yesterday, I brought up the subject of a church's customer service. Most churches probably have not thought much about the importance of the interactions that Christians have with non-believers inside the church.
Most visitors will not have close contact with the pastor or worship team, except for the cursory hand shake as folks leave the church, or perhaps the post-service home visit. Instead, your visitors will come into direct contact with several of your church members during their time there, and the impression you congregation makes will have a lasting impression.
It's my belief that the most important element of your church's worship team is actually your greeter team. This is the first point of contact for anyone who darkens your door. If your greeters are moody, don't smile or have poor hygiene, your congregation and your visitors will begin the day with a very bad impression. Your greeters have to know where stuff is in your church. They have to open doors, be friendly, and be willing to help visitors find their way.
The next most important element has to be your children's workers, and the crew that checks children into their respective areas. Parents want to know their kids are going to be safe and in good hands. If your check-in crew and your workers don't instill confidence, those parents will be distracted during the service as they wonder about their kids. A childrens crew that knows what they are doing will calm parents' fears over the safety of their young ones. Plus, and this is a huge plus, if the kids go home excited about what they just experienced, there is a good chance they will be back.
Ushers are like greeters in their interaction with people. It amazes me that most church ushers don't know how to ush (hat tip John Maxwell). In most churches, the usher is only the designated offering collector. They don't actually do anything else. In reality, the usher is a helper, and should carry the attitude of a helper --helping people find their way and helping people find a seat (especially in crowded services) -- all in addition to collecting the offering.
And, while this last group of people is last on the list, it doesn't diminish their importance. All your other workers and leaders are customer service representatives of the church, as well. Their interaction with people coming through the church will leave an impression, whether good or bad.
The ultimate lesson here is that customer service is very important in a church. The volunteers and staff representing your church at any given time should be expected to leave positive impressions. Your leaders should coach people on how to perform good customer service.
While your volunteers and staff may not be preaching the message or leading worship, their attitudes and the way they interact with visitors will go a long way toward building a lasting relationship with newcomers.
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