Five Things that Will Improve Your Church’s First Time Guest Experience

This issue is not for church leaders only, but for all members. As a pastor I continually struggled with the feeling that our first-time guests were not getting the best experience at our church. I knew it was true and I tried a lot of things to improve it. You can do your pastor and your church a huge favor by taking some of this on. Your pastor has enough on his plate. Every member should be concerned with this one and overarching value that needs to be reinforced every week: The indispensable value of hospitality.

If you are a church member, you can be a huge influence for good. You don’t need a title or a job description. Just look around and speak to someone who looks like they are new. Brag about your church. Your pastor will be grateful, your church will benefit, and you may just make a new friend for yourself and the kingdom of God.

Churches are friendly places to the people who are the initiated. For some members, it has been a long time since they have been a guest. They have forgotten what it is like to not know where to park, where the children’s ministry is located, or even how to find a weak cup of coffee. For many, they don’t know the Christianese we speak: Words like “fellowship” and “backsliding” or phrases such as “I don’t feel led” or “I’m praying about that.”

If you need a laugh, spend an extra three and a half minutes watching this hilarious video on “Christianese” entitled "Translating the Christian Language".

I know what you're thinking: "The best thing about Jimmy's blog is this Youtube video from someone else!" Anyway, if you are still interested, here are my five suggestions on how to improve the first time guest experience at your church.

1. The guest experience starts online.

I’ve written a few blogs on your church’s social media and website presence. You can refer to them here:

5 Ways to Improve Your Church's Website

5 Things on Church Social Media that Need to Change Today

Social Media Do's & Don'ts for Christians

I do want to add one more critical observation on your website: We are long past the days when the first experience with you church was in person. Long before they set foot on your campus, they are looking at your website and social media. That is where they will decide to visit or to go somewhere else, or nowhere else. Your church may be losing guests before you ever know they were there and before you knew they ever wanted attend. Here are some questions to ask yourself:

· Is our website up to date?

· Is it visually attractive?

· Is the information accurate?

· Does the website function well on mobile devices?

· Are your Facebook and Instagram representing your church well as a front door?

Many churches have a “Plan Your Visit” section on the home page. It should include details of where to park and where guests can enter the buildings, including for children and youth.

2. Train a Welcome Team

This is more than ushers. This team needs to recruit certain kinds of people. If you are wanting to welcome young families, then have young families on your welcome team. They need to be happy to see people coming for worship. Prioritize using women and youth on your welcome team. They generally make the best impression. Sorry guys, but you know it’s true.

Train them for parking lot greeting (but not stalking). Have maps and directions to the children’s ministry. When a greeter meets a new guest, instead of just giving directions, consider just walking them to where they need to go.

Create a “Welcome Center” that is operational 30 minutes before services start and 20 minutes after they are over. Set up a coffee and juice bar just off to the side of the welcome center. Included a “New Here?” kiosk where guests can enter their information and find out more about the church.

3. Everything is clean and the signage is clear

You’ve heard it said, “Cleanliness is next to godliness.” This statement is doubly true for guests in your church. Everything, and I’ll repeat it, everything needs to be clean. It needs to look clean, smell clean and be clean. This is especially true in the restrooms and children’s/nursery areas. The pandemic has made cleanliness even a bigger deal. It is a make-or-break deal today.

You know where most things are, but a guest doesn’t. They need good clear signage. One sign that points to the Welcome Center is not good enough when there are three turns before a person gets there. At each juncture and at every entrance there should be signage for the Welcome Center. Same is true for restrooms, children’s ministry, nursery, and worship center. It demonstrates to your guest that you really care about them.

4. Allow Guests to self-identify

Don’t ask your guests to raise a hand in the service, or to stand up, or to introduce themselves. I’ve been to some churches recently who did just that. It’s not helping them. They need to stop it right now. Look, I don’t like it myself and I’ve been a pastor for 22 years and served in full time Christian ministry for 36 years. A guest who doesn’t know anyone or the customs in your church will like it even less. If you want to never see them again, just “out them”.

During the worship service there should be a general welcome to guests. It should be concise and clear as to how happy the church is that they are here and how the church would like for them to respond.

You can have them respond in many ways: Guest connection cards in the seats, a QR code stuck on the back of the seat for scanning, have them text a number during the service. Offer them a gift if they turn in their connection card at the welcome center after service. There are any number of ways to help them feel welcome and for them to give you information without putting them on the spot.

5. Give an Invitation to a next step

Consider this question: How do people get connected to your church? If someone wants to move beyond just visiting or attending, what do they need to do? What steps do they need to take? How can you help them to do that? How can you let them know how to do that?

I’ve been to churches that if a person wanted to commit their life to Christ, or to ask for prayer, or to join, there was no opportunity. We’ve lost the spirit of Jesus when we forget that we are to encourage people to move from where they are to where God is calling them to be.

A church should have a simple, obvious, and clear next step for their guests. This would not only assure them that they have the encouragement to connect further, but it also lets them know what steps to take to do so. What is unclear will be left undone.

If you have not done so, spend some time thinking through next steps for your guests. Perhaps your church will need to move beyond just a welcome team to a full-blown assimilation team. This moves guests from the first click on your website to becoming a baptized member.

That’s my five things for improving your church’s first-time guest experience. It is a lot of work and details, but you are not in it alone. The whole church should be working on this. There are many more than five, but I think you will agree that these five are a good place to start. I’m Jimmy Kinnaird and if you’d like further help on your guest experience or an assimilation plan, contact me: jimmy@fairburnba.org

Living with Certainty in an Uncertain World

Even though I walk through the valley of the shadow of death, I will fear no evil, for you are with me; your rod and your staff, they comfort me. Psalm 23:4 (NIV)

Fear is the path to the dark side. –Yoda

There has always been uncertainty. But I must admit that today there seems so much more uncertainty on the loose. We have the war on the Ukraine, energy prices spiking, social unrest, pandemic and healthcare challenges, a mental health crisis and I’ll throw in a spiritual crisis as well.

Churches are challenged in a way they have never been challenged before. On the one hand, there is so much brokenness in the world that finding a place to minister the gospel of Christ is easy. But Christians are people too, and they face the same issues as everyone else and many are overwhelmed with all this uncertainty, they need help as well.

With that said, I’d like to point out a few things about uncertainty and the worry it brings to help us in the days to come.

First, there is no shortage of things to worry over in this life.

We learn to worry as children. We worried about our toys. Is someone going to break them? What if I lose them? We worried over our friends. When would I see them? Would any of them come to my birthday party? In school, who am I going to sit with at lunch?

We are established into worry in our youth. We worry about our clothes. Are they the right brand and style? We worry about dating. Who would go out with me? We worried about grades in school. Am I going to pass algebra? I can’t even spell algebra.

We are entrenched in worry in adulthood. Am I going to graduate college? Can I support myself? Who am I going to marry? What about children? Am I going to ever be able to retire? Is my health going to hold out?

Second, worry is a disproportionate level of concern based on an inappropriate measure of fear.

In most cases it is a preoccupation with things we cannot change. What if the war in Ukraine becomes a WWIII? What if I have a car accident? What if I get sick? What if a meteor hits the earth? There is nothing you or I can do about it.

Certainly, we can be cautious and perhaps we should. We should drive our cars circumspectly. We should eat healthy and exercise regularly. We do what we can do and leave the rest to God. That means turning our worry over to God in prayer.

Third, worry is built on a false narrative: If I worry enough about something happening, it won’t.

Maybe this isn’t you, but I imagine you know someone who thinks this way. They are worried that no one is worried over something that no one can do anything about. They cannot relax one bit until someone else is worried simply because someone must be.

I had a landlord who lived in the same townhouse building as Karen and me. One day I went for a run early in the morning and saw that his car had been broken into. I knocked on the door of his townhouse to tell him. His first reaction was, “I knew that was going to happen!” The guy lived in fear of the next bad thing.

Wow! I’m getting all anxious just writing this stuff down. We need some balance here. In Matthew 6, which is part of the famous Sermon on the Mount, Jesus is encouraging us not to waste our valuable time and energy preoccupied with the uncertainty of material things in this world. He goes on to say:

“Therefore I tell you: Don’t worry about your life, what you will eat or what you will drink; or about your body, what you will wear. Isn’t life more than food and the body more than clothing? Consider the birds of the sky: They don’t sow or reap or gather into barns, yet your heavenly Father feeds them. Aren’t you worth more than they? Can any of you add one moment to his life span by worrying? And why do you worry about clothes? Observe how the wildflowers of the field grow: They don’t labor or spin thread. Yet I tell you that not even Solomon in all his splendor was adorned like one of these. If that’s how God clothes the grass of the field, which is here today and thrown into the furnace tomorrow, won’t he do much more for you—you of little faith? So don’t worry, saying, ‘What will we eat?’ or ‘What will we drink?’ or ‘What will we wear?’ For the Gentiles eagerly seek all these things, and your heavenly Father knows that you need them. But seek first the kingdom of God and his righteousness, and all these things will be provided for you. Therefore don’t worry about tomorrow, because tomorrow will worry about itself. Each day has enough trouble of its own.” (Matthew 6:25–34, CSB)

Fourth, worry takes over when we are on the throne of our lives.

Jesus names the basic things that cause us worry: food, clothing and tomorrow. But he wants us to remember that our Father in heaven already knows what we need and will meet our needs. He is telling us that God is not only in charge, but that God is responsible for our lives. After all, we are part of the family of God!

Fifth, we cease to worry when we seek God’s kingdom first.

What this means is that we make God’s kingdom and his priorities first in our lives. It means we continually look to God and what he is doing in our day-to-day life. When we face adversities, we can meet them not with anxiety but with faith that God will see us through.

Seeking God’s kingdom first doesn’t mean we don’t do other good things. We just do them in proper order. There is a proper time, means, and moderation. Much of our problem with uncertainty is that we worry about the things that we cannot change and that eclipses getting involved in the things that we can change.

Last, when we focus on God’s kingdom and His righteousness first, God is with us in the present moment.

After all, isn’t God’s presence the only thing that can bring certainty to us in a day of so much uncertainty? It was God’s presence that Moses could not do without. Moses was charged with leading Israel into the Promised Land, but the nation had sinned. The LORD told Moses that he would not go with them but would send an angel ahead to make the way. Moses said that if the LORD would not go with them, he would not go. Moses knew with certainty that peace would never be found in riches, intelligence, success, or might. However, it would be found in the presence of God.

I urge you today to seek the presence of the LORD in your life. It can only be found in Jesus Christ. Christ made a way for us to live in his presence both now and for eternity. Salvation is more than a home in heaven, it is heaven having a home in you.

Social Media Do's and Don'ts For Christians

I remember years ago a college friend wasted his first semester in wild behavior, which included avoiding his classes. He failed every course that semester. What was worse is that my friend was from the town in which the college was located. His dad was a major influencer in the town. I was nearby in the college dorm when his father paid him a visit near the end of the semester. I overheard the dad say, “I told you to remember who you are. It has taken me a lifetime to build up our family name in this community and you have torn in down in a matter of weeks.”

He verbalized a true principle. It's extremely hard to build and keep a good reputation, but so easy to lose it.

It pains me to write this, but many of our Bible toting, church going Christian people are losing their good reputation and more importantly, Christ’s reputation by posting and reposting content on social media that is opposed to the Spirit of Christ and the Scriptures that they claim to honor. This needs to stop now.

Let no corrupting talk come out of your mouths, but only such as is good for building up, as fits the occasion, that it may give grace to those who hear. And do not grieve the Holy Spirit of God, by whom you were sealed for the day of redemption. Let all bitterness and wrath and anger and clamor and slander be put away from you, along with all malice. Be kind to one another, tenderhearted, forgiving one another, as God in Christ forgave you. (Ephesians 4:29-32, ESV)

Like it or not, if you claim to be a follower of Jesus Christ, then you're to represent him in person and online. Has your social media behavior been reflective of Jesus? Sure, you can be engaging. You can be humorous. You can even be controversial. Jesus was all of these. But he was not crass, vulgar, or partisan. You can stand on principles, but you don’t have to be condescending or obnoxious. Share the truth in love. Don’t burn relational bridges before they are even built.

We are designed for relationships and such etiquette or manners are important. If we violate these manners, then we and our message will not be received well.

When thinking about social media manners, it is important for all of us to be aware of things we should do that will help others to receive us and our message and of things that we should avoid. Here are some general “do’s” and “don’ts” for social media.

Do’s

1. Do think before you post.

The dangerous thing about social is the way you can instantly have your immediate thoughts posted online. Not every thought that pops into your head should be expressed out of your mouth or through your fingers. It’s always better not to write and post your thoughts when you are angry or upset. This could come back to haunt you later.

2. Do write your messages and updates in a word processing document first.

This may at first seem bothersome to you, but this will help curb that immediate urge to send messages that have not been properly thought through. It will also help you to take a second or third look at your posting before it is up before the world.

3. Do listen to others.

In communication there is the message, a sender, a receiver, and filters on both sender and receiver. Often the intent of the sender is not perceived by the person on the other end. This requires the receiver to send a message back to make sure it was received correctly. We all have filters. In face to face communication it is a lot easier to understand the message. You have voice tone, facial expressions and body language besides the words. So in communicating through social media, you will need to be extra careful to discern what they are saying. Asking for clarification is a good thing. It also tells the other person you are making the attempt to understand them.

4. Do build quality relationships.

People are still people whether online or in person. They will respond to you if they feel like they really know you. In order to have a quality relationship you must be genuine, not fake. People don’t expect you to be perfect, but they do expect you to be honest, fair and kind; especially if you’re presenting yourself as a representative of Christ.

5. Do account for your actions.

The internet has caused some distance between people and for some, the distance has made them think their actions will not have any accountability. You cannot do or say whatever you want on the internet without losing the respect of others. It will harm your witness for Christ. If you do something that you regret, then be accountable. Admit it, and then ask forgiveness from them and God. Learn from your mistakes and move on.

6. Do unto others as you would have them do unto you.

Yes, this is the golden rule taught by Jesus. For you it means more than just being nice, but be nice as well. Say things that you’d want others saying to you. Respect them and the community. You represent more than yourself. You represent the followers of Christ who are also online. Why make it harder for them? Make sure those who are recipients of your witness have a positive experience.

7. Do personalize your Facebook messages.

The messages need to speak with your voice. At first glance, some reposting that you are thinking of doing may not really represent you. Even if you go ahead and share, you should add a qualifier to that post.

8. Do a check on people who want to “friend” you.

As a personal rule, I don’t friend someone unless I personally have met them or they are friends of my friends and have some possible connection with me. I don’t “friend” people if they have a similar interest, for example, in books or movies as me. There has to be more than that.

9. Do graciously allow for others to not “friend” you.

They have the right to refuse a request just as you do. Respect their decision.

10. Do remember you are on mission.

Though Facebook has been called the ultimate in narcissistic experiences, you can be online for other reasons. There is nothing more important for us a Christ follower than to help others come to know and follow Jesus. Have fun, relax and as opportunity arises, share your convictions in a Christ-like manner. You will likely have an opportunity to share your personal salvation story.

Don’ts

1. Don’t “friend” strangers or try to get them to “friend” you so you can sell to them.

Many today are using Facebook as a way to promote their business or service. You may not agree, but there use to be a line between friendship and sales. Mixing the two is like joining a Bible study group so you will have more prospects for your cookware sales. You will not grow and they will feel used. You should join the group to grow spiritually, not put money in your pocket. Make your invitations and postings in such a way that it brings value to those who read them. Perhaps this is the best way to look at it. They will come back for more.

2. Don’t send a “friend” request without an introduction.

Tell them who you are and why you want to be friends. Don’t assume they will remember you. If you are like many adults who are finding old classmates from years gone by, they are realizing that people change and memories fade. Enough said.

3. Don’t keep inviting friends to participate in games, groups or causes.

If your friend is interested, they will join. If not, they won’t. Limit your invitations to two. Be patient, not everyone is on Facebook every day. Give them a little time to respond.

4. Don’t put anything on Facebook that you wouldn’t want your pastor, future boss, or mother to see.

Again, enough said.

5. Don’t put anything about anyone else that they wouldn’t want their pastor, future boss, or mother to see.

6. Don’t ever share in a news feed any private conversation or message.

Just in case you didn’t realize, Facebook news feed and story posts are completely public to all your friends, and if allowed, to your friends’ friends. Keep private matters private. If you're not sure if it’s a private matter, treat it as one. You won’t have regrets. True story: When I was a pastor, of my deacons at the church complained about me to a former pastor of the church, and get this, on the Facebook newsfeed! He thought he was writing a private message. Fortunately, I didn’t have to do a thing. There were so many people who jumped on him that he immediately apologized on FB and to me personally. I never had any problem from him every again!

7. Don’t ever post when you are overly tired, emotional, or distracted.

8. Don’t forget that whatever you do on the web stays on the web…forever.

This isn’t Las Vegas. By participating in any website or internet activity you are basically leaving behind a digital fingerprint. A shock for many comes when they Google themselves. They discover, to some extent, what is public out there about them. This is just scratching the surface for someone who really knows how to find information about you on the web, which includes your social media involvement. Think about maintaining a certain level of professionalism on the web. You will thank yourself later.

Of course, there are many other suggestions that could be made, and each of us are different. In our day all of us could use some extra grace and extending grace is a good way to make at least the online social media world a little better.