046 - First Rate First Impressions

It isn't just a cultural idea that the church has to be great at first impressions or guest services. It's more than that. It's biblical. We are called to be great hosts and to love people as strangers. When someone walks into our churches for the very first time, they are likely a stranger. What are you doing to welcome them and help them feel at ease? 

In this episode, listen in on my conversation with Dave Hileman of Waypoint Church Partners. Dave shares great insight and wisdom when it comes to creating a great first impression. Churches can and must do better in this area. With so few people returning after a first visit for a second visit, we need to remove every barrier we can so that they can come and hear from God. This conversation is a great starting point for you and your team.

Our conversation boils down to...

  1. Only 22% of first-time guests will become second-time guests.
  2. Hospitality is a sacred responsibility in the Old and New Testaments.
  3. There's no excuse to not have great signage for people to know where to go next.
  4. A first rate first impression will require training and accountability.
  5. Gather your first impressions team 30 minutes before church to regroup, pray for newcomers and to get pumped up for the day.
  6. Don't lead to not lose volunteers. Lead to find the right volunteers for the role.

Waypoint Church Partners -

Dave Hileman -

Weekly Email

I send a weekly email out on Friday mornings full of great content from around the web. I include a ministry leader you should be following on social media. And I throw in some other fun stuff along the way like Starbucks gift cards so you can get a cup of coffee in the morning. You can subscribe at and I'll throw in my eBook for FREE as my way of saying, "Thanks."

031 - All Things Easter Last Minute

After two weeks off, we're back. Excited to finish up the All Things Easter series of podcasts. My friend, Tom Pounder, and I joined together to discuss some of those last minute things every pastor wrestles with right before Easter. We talk everything from the campus pastor perspective, student ministry, newcomers, online and tech stuff. If you're cramming any last minute details before Easter, this episode is for you.

Resources |

Lead From Second -

Text In Church -

YM Sidekick Podcast -

Apps |


Word Swag

003 - Why Churches Should be the Best at Customer Service

Churches should be the best at customer service. Unfortunately, often times, we are not. We invest a lot in the Sunday morning performance; lights, bands, preaching, etc. We invest in kids stuff and weekly programs, facilities, etc. But all that can't compare with treating people better than they expect to be treated.

I had two great customer service experiences that I mention in the podcast. The church needs to be the place where people leave and say, "Wow! They really care about people." The Bible teaches that the cross of Christ is offensive. That Jesus Himself would be a stumbling block for people. In other words, the message that we are messed up humans and we need a savior should be the most offensive thing people hear on a Sunday morning. If the Gospel offends them, that's one thing. If you offend them because you simply don't care enough to try, that's an entirely different issue.

Will Mancini has some great stuff on guest services you can read about here. And here are some other ideas to get you started on having great customer service at your church.

  1. Build a parking lot team to greet and guide new people
  2. Train a volunteer host to act as a tour guide for newcomers
  3. Have your friendliest people at the door
  4. Set aside a specific space for newcomers to get started at your church
  5. Give away a great gift (not a plastic cross with "F.R.O.G." on it from Oriental Trading)
  6. Brew the best coffee (stop with the Folgers already)
  7. Have the best snacks available (we serve Dunkin' Donuts)
  8. Have clear signage that has the guest in mind

Best quote |

"The Gospel might be offensive. You shouldn't be."