Several years ago I worked at First Baptist Church Woodstock, GA under the leadership of Pastor Johnny Hunt.
The church was transitioning from a 2,400 seat auditorium to a 7,500 seat auditorium. With approximately 12,500 people on Wednesday and Sunday, they wanted me to come in to create an experience for guests. I studied three organizations to execute my job:
THE STARBUCKS FULL-BODIED EXPERIENCE.
THE DISNEY WORLD MAGICAL EXPERIENCE.
THE RITZ CARLTON HOSPITALITY EXPERIENCE.
What happens on your church campus is bigger than you might think. For most people, especially church staff, everything revolves around what happens from the platform. Regardless of what you think might be the pinnacle of the experience, you still are missing a much larger piece of the story.
When I recruited, selected, equipped, engaged, and evaluated our team of 850 volunteers they would all hear the same two stories. (I should say I did not lead all 850 people directly. I built a team of about seven men and women who led 850 people. They were rock stars let me tell you.) Briefly, here are the two stories:
Story 1: A husband and wife have a marriage on the rocks. They have tried counseling to no avail. They have tried separation to no avail. Today, they decide they will “go to church” as one last stab at salvaging their dissolving relationship. As they pull on campus, the parking lot attendant is rude to them. He does not even lead them into Guest Parking. They find it on their own. A team member is not there to greet them as they begin the walk to the building. When they approach the front doors, someone opens the door for them. This team member is smiling and you can feel a warmth exuding from them. The married couple continue to walk towards the auditorium, where they are overwhelmed by the number of seats. An usher does not help them find a seat; rather; he just stands there talking to the other ushers about the NFL games to come that afternoon. The couple finds a seat and the things get underway with a video, songs, and the pastor then gets up to preach the gospel.
Story 2: A single parent drives in to our valet parking area. She has two children: a 6 year old and a 2 year old. Her morning has been crazy. She got two children ready alone and made the attempt to get herself halfway decent before leaving for church. She feels like her children need to be in a church setting. So, she pulls up and the team happily greets her with smiles. They open her door and help her get everything out she needs. One team member then takes her to the Guest Center where they will make sure her children are taken to the correct locations. They answer any questions she may have regarding security, pick-up, and what her children will be doing. This mom feels comfortable leaving her two children. The same team member then leads her on a “long” walk to the auditorium where a seat is found for her. The video begins. After a few songs the pastor gets up and begins to preach the gospel.
QUESTION: Whose experience has prepared them the most for what is taking place from the platform? Yes, the single mom. The married couple sit down and immediately talk about their negative experience. The single mom is able to positively listen. Who is more receptive to the gospel that day? (Yes, the Holy Spirit can move in spite of poor team members.) More than likely, the single mom is more receptive.
The takeaways:
- Pay fantastic attention to detail.
- Whose on your team, where they are placed, and how they are trained matters.
- Remind every team member they are contributing to someone’s overall experience that day.
- You are there to serve them.
- Model what you want mirrored.
- The platform is bigger than what’s inside the auditorium. The entire campus and every team member is playing a role on the platform.
- Help your team understand the importance of praying for the people they will encounter that day.
- Cheer your teams on. Everyone makes a difference.
- The pastor must recognize the stage is bigger than the one he is standing on.
- How we behave towards others tells them (whether they know it or not) how well we value eternity.
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