There are 2 steps you must take in order to exceed your Guest’s Expectations.
First, you have to meet their expectations. What you add from there will create experiences that are memorable. That’s the “easy” part!
Second, you have to become one of them – a guest.
Bet you haven’t thought about that one much – or at all!
As a matter of fact, it takes a lot of work to see through a Guest’s eyes. After all, everything to you is old hat, normal, and just fine.
But to a Guest? Maybe not so much.
When is the last time you talked to Guests – of all ages, backgrounds, and family situations? Have you asked them questions that reflect your interest in them, and give you insight into their thoughts and expectations?
Have you entered your campus for worship and considered what your expectations might be if this were your first time?
- Where do I turn in?
- Where do I park?
- Which door do I enter?
- Where do I take my kids?
- How do I find out more information about anything?
- Where do I go for worship?
- What’s my next step?
Remember, your Guest hasn’t been to your campus before, so they don’t know anything about the questions above!
What about Guests in a wheelchair? Or a single mom carrying an infant in one arm with a diaper bag over her shoulder while holding on to a 4-year old? Or a hearing-impaired Guest? Or…
You don’t know what the expectations of your Guests are until you understand who your Guests are.
If your Guests don’t have their expectations met, then you’ve missed the first step in exceeding those expectations. To first meet their expectations, you have to know and understand who your Guests are, and what they are expecting.