From June 2005
In this series of posts I'm offering a quick glance at some of the key characteristics we look for in people who are part of creating our weekend guest experience. The third type of people I want on our team are:
- Marketplace Customers: People who remember their own guest service experiences – both desirable and undesirable
I want people who are innately sensitive to the needs, interests and expectations of our guests. That is, they don't have to work at figuring what our guests want. It's in their nature, part of their wiring. In part it's because they remember experiences when they've been "Wowed!". They still cringe when they recall the times they were poorly served. They remember their own disappointment when the service could have been better, when they could have experienced more value and care.
Bring marketplace customers onto your team. The reason they remember both great and poor personal experiences is not because they are self-focused consumers. Rather, it's because they understand human value, basic care and personal service. They get what it is to value people. And when your guests experience that they matter to you and your church, they'll be open to hear that they matter to God.
And isn't that the point?