The Travel and Leisure website recently revealed that there is one phrase characters at Disneyland aren’t allowed to say to any guest. The phrase? “I don’t Know.” Apparently, Disney employees are instructed to go to whatever lengths necessary to help the guest find the answers they’re looking for, including asking other employees, making calls, checking things personally – whatever it takes. The goal is to keep guests from wandering around the park wasting time looking for what they need.
As I read that I thought of all the church visitors who end up wandering around the church simply because volunteer ushers (and sometimes paid employees) don’t take the time to find the answers visitors seek. It doesn’t matter if it’s the location of children’s classrooms, adult classes, the sanctuary, where to get a cup of coffee, restrooms, a request for prayer, or anything else, church volunteers should do whatever it takes to help a new visitor get acclimated and find answers.
Remember that in today’s distracted culture, people start making decisions within 4-8 seconds, so every encounter with a new visitor matters. A simple, short conversation with a church visitor could make the difference on their decision to keep coming or visit somewhere else.
Teach your team to value every moment.