I have created a Volunteer Handbook that I am slowly, but surely adding to every couple months. I just finished part 2 and I wanted to share that with you today.
My serving area is all about the guest experience. What we realize is - - there are people coming through our doors this coming Sunday from all walks of life. Some have never been to church before. Some have been scared off from church in the past. Then there are the ones who are skeptical... who aren't really sure about this whole place called church and who this "Christ" man is. Three things I continually stress to my team are:
- We cannot lose sight of why we do what we do!
- There are people who are depending on us week in and week out who need Christ - - we've got to BE ON OUR GAME to deliver the best guest experience possible.
- Christ died for every person walking through our church doors every week... they need what we have - they need to know how much they are loved!
I recently had a meeting with my team and challenged them the following:
To make 2 personal contacts the next time they serve. This should be a "personal" interaction with a new person or someone they've never seen or talked with at church. In addition, I am asking them to do the following:
- Make Eye Contact
- Smile
- Greet them with, "How are you today?", "My name is ____, how can I serve you?" and "I'm glad you joined us today!"
I've asked everyone to report their interactions at our next All Team meeting in January.
What I do know is this... people want to feel that they belong. They want to be included and they want the interaction. We have the opportunity of a lifetime... it's up to us.
The following the addition to your Volunteer Handbook... it's something we're incorporating into our Team's culture. (excerpts taken from "Be Our Guest" Perfecting the Art of Customer Service)
What’s Happening Center Guidelines for Guest Service 11/2007
Make Eye Contact and Smile!
Start and end every Guest contact and communication with direct eye contact and a sincere smile.
Greet and Welcome Each and Every Guest
Extend the appropriate greeting to every Guest with whom you come into contact.
“Good morning.”
“Welcome!” / “Have a good day.”
“May I help you?” / “How can I serve you today?”
Seek out Guest Contact
It is the responsibility of every member of this team to seek out Guests who need help or assistance.
Listen to Guests’ needs
Answer Questions
Offer assistance
Provide Immediate Service Recovery
It is the responsibility of all members of this team to attempt, to the best of their abilities, to immediately resolve a Guest service failure before it becomes a Guest service problem.
Always find the answer for the Guest and/or find another team member who can help the Guest.
Display Appropriate Body Language at All Times
It is the responsibility of every team member to display approachable body language when serving.
Attentive appearance
Good posture
Appropriate facial expressions
Preserve the Guest Experience
Always focus on the positive, rather than the rules and regulations.
Talking about personal or job-related problems in front of the Guests is unacceptable.
Thank Each and Every Guest
Extend every Guest a sincere thank-you at the conclusion of every interaction.Extend a “Thank you for being with us today” or similar expression of appreciation as the Guest leaves our serving area.
Again, I am looking forward to seeing where God takes this team in the upcoming year! I am so blessed to be working along-side of some wonderful people!
1 comments:
Wendy,
You do an awesome job with your team! All I can think of is the song from Beauty and the Beast! Be Our Guest!
Have a great day!
Michele
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