Turning first time guests into regular attenders involves everything from hospitality to excellence in preaching. It's the whole experience that matters. It starts with outreach in the community and then hospitality from the street to the seat, and then a strong follow up plan. So here's some tips on getting guest information and doing follow-up.
1. Never make guests stand in worship and identify themselves. Never. Guests don't want attention drawn to themselves. Making them stand is a sure fire way to insure they won't come back,
2. Use an Information Card to get their info. Get rid of those United Methodist Ritual of Friendship pads that you pass through the pews. There isn't even enough room to write one's name on it! Create a professional looking Information Card that is placed in the bulletin with extras in the chair/pew pockets. Make it simple. Simple is better. People today are cautious about giving out their contact information because they're not sure how it will get used. They are afraid if they leave an email you will send them daily emails. If they leave their phone number they are afraid you will hound them. If they give you everything, who is to stay you won't sell it to a vendor?
Here's what you need on the card: Name, Email, Phone. Done. No more. No boxes to check about baptism, membership, change of address, commitments, etc. Keep it simple. Make sure there is enough room on the card to write in each item.
3. Create a time to fill out the card and ask everyone to do it. Often times we ask for the data but don't give people time to fill it out. Take a minute and ask everyone to pull out their card and complete it. As they complete it talk about what to do with it. Will they place it in the offering or put in a box when they leave?
4. Give a gift to first time guests. You don't need to ask them to check a box that says "first time guest" because when you input the data into the computer you will see they aren't in the computer yet making this their first time! What you can do though is thank them for coming. You can say, "If this is your first time here we are so honored and thankful that you are here. After worship when you leave if you hand me your info card or give it to the person at the Info center we'll give you one of these nice coffee mugs!" Hold up a mug to show everyone. At the info center or where you stand to shake hands have cups available with a professional brochure about the church, your business card, some candy, a pen, movie tickets, etc. in the cup. When you get a first time guest card, give a cup.
5. Enter and track attendance. The data you get doesn't mean anything unless you track it. If a person is a first time guest, follow-up. If a second time guest, follow up. If a third time guest, follow-up. If a regular attender has missed worship for a few weeks, follow-up. You can also use this data to track your retention rate. If you get a lot of people checking you out but they don't come back a second time what does that teach you? Is the hospitality not working? Is the service dead? Is the preaching boring? Is the nursery unsafe? Is the music not top notch? What needs to change?
6. Follow-Up! For first time guests send an email thanking them for coming to worship. Do this within 36 hours. In the email you can ask them if they want more information about the church and if so, could they please share their address. You can even place a link in the email to your website where they can leave information such as: What did you notice first? What did you like the best? What was your overall impression? Would you like more information about our church? How can we pray for you? If they ask for more information, send it promptly. There's a bit of debate on whether you should call them. It's up to you. If you call, do it on Thursday because you can invite them back on Sunday. Call them on the phone and say, "I'm Pastor ...... from ....Church and I just want to thank you for coming to worship last Sunday. It was a huge honor to have you here. I simply want see if you have an questions or comments about your experience here....Again thanks for coming and I hope to see you Sunday." Phone calls may work in smaller churches where people are looking for more personal contact.
For second time guests, send another email thanking them for attending. Since they came back a second time they are probably interested in you. If you don't have their address ask in the email if you can send them some information about the church - ask for their address. You can even provide a link to the webpage where you can learn more about them by asking questions like what influenced you to return? Would you invite a friend? Would you like more information about small groups, service opportunities, children ministries, etc? Be prompt in sending out information they request.
For third time guests, send an email and invite them to a "coffee with the pastor". In smaller churches you may actually meet them for coffee or lunch. At this time explain how to get connected. If people don't connect to the church in a meaningful way through small groups and service the likelihood that they will stop coming increases. The goal is that each follow up drives them to get more connected to the church.
Every new person that walks through your doors is a potential member of the Body of Christ - your church. What are you doing to help turn first time guests into regular attendees?
Together in Ministry,
Kevin
If you are looking for more information on turning first time guests into regular attenders read Retention 101: A Practical Guide for Keeping More People, by Brian Davis; and Fusion:Turning First Guests into Fully-Engaged Members of Your Church,by Nelson Searcy.
No comments:
Post a Comment