I've been musing on some lessons learned while shopping lately. On Thanksgiving break I happened to need a few personal items left behind during a hasty pack up (with our family it's not a trip unless you forget something) so I stopped by a familiar national discount store. To my delight and by intentional design it was exactly like the one in my own home town. I quickly found the items I needed, paid for them and left.
Back home on Monday I engaged in a regular morning routine-a quick in and out at the On the Run store for my morning time staples....what else but a Krispy Kreme and a Dr. Pepper. Instead of the OTR by our church stopped by the one near my daughter's school. Their corporate motto is: Fast, Fresh, Friendly. Let's just say that this particular establishment consistently hits only two out of the three. On Tuesday I stopped in at the OTR by our church...why? Because they consistently score 3 out of 3. What I missed experiencing on Monday was enough to make me wish I'd driven the extra miles-Friendly is important.
After the First Impressions conference I've been paying a lot more attention to the quality of our guest's experiences with our church. I believe like me they want....
- a consistently positive experience.
- to be able to find what they need easily.
- an environment that is fun and friendly.
So if our weekend services are great....and something else isn't on the same level...they may drive a few extra miles to get what they want.