Through the Eyes of a Guest

Many years ago, as a young adult, I thought it would be fun to be a mystery shopper for restaurants. I got reimbursed for eating at specific restaurants in exchange for thoughts about my experience. I had to consider everything from the parking lot, dining room, restroom, personal interactions, menu options, to the food itself. For me it meant a free meal! The company was paying me to find any areas that might need improvement so that they could offer great experiences for their guests.

My teenage daughter was recently invited to serve as a mystery shopper for a youth group. The executive pastor was requesting all feedback, positive or negative. He gracefully listened as she shared all her thoughts, and he thanked her for taking the time. His takeaway was to prayerfully consider what needed to change so they could better fulfill the mission of reaching and teaching youth.

Have you ever considered the experience your guests have when they step into the doors of your church? According to Lifeway Research, about two-thirds of church visitors attend a Sunday morning worship service as their first step. What are your church guests experiencing when they visit? What do you want them to see and feel?

1. Consider the mission and values your church has established. Are the mission and values of your church aligned to Christ's mission to reach people? Do you have committed members who are willing to set aside their personal preferences and work to fulfill the mission?

2. Is your church's Sunday morning experience a reflection of the mission and values? How does the church incorporate guest experience into the mission and values? Consider the distractions of the human mind and how those distractions form people's opinions:

   • The first experience takes place when a guest pulls into the parking lot. Can they see where they need to go? Does the traffic have a logical flow? Do you offer special guest parking? If you have a parking team, are they smiling?

   • The second experience happens when they head for the door. Is there anyone keeping watch for visitors who can welcome them into the building and show them where to go? People get nervous visiting a new place. Having a name and a face to guide the guest can set their mind at ease.

   • Do your members look for new faces and offer introductions? I remember when my (now) husband and I were first looking for a church. Decades later, I still remember specific churches and feeling as though no one saw us the entire time. Lifeway Research found that little more than half of churches are welcoming their visitors, yet nearly all visitors say that being welcomed will impact their decision to attend regularly.

3. Be open to receiving feedback. Like the church who reached out to my daughter, consider asking a trusted source to mystery shop your church. Ask for the good and the bad. Receive it all with grace and gratitude. If a specific ministry area is struggling, consider seeking a trusted visitor to "shop" that area.

Prayerfully consider making adjustments within your church to create a more inviting culture to people outside the doors. Churches don't have to change everything, and not all at once. As a a starting point, think about what changes could make a large impact with the least amount of effort and enlist a team of people willing to help. Take time to observe outcomes, stay consistent and committed to the changes you make, and continue to pray for the Lord's favor.