I’ve spent most of my youth ministry years (not that many) thinking about how to make guests feel more comfortable at church. In my endless pursuit of molding our environments to be more inviting, and designing our services to be more relevant, I’ve decided that it is something that will always need to be re-worked.
However, upon my last couple visits to Starbucks (my second office), I’ve been introduced to a new thought in this arena.
Starbucks created a business strategy that is similar to most modern churches: assume everyone is a first-timer, and help them through every step of the process, knowing that they’re probably uncomfortable. It is their mission to ensure that you have a place to relax – namely, “Third Place.” Everyone has a home, and everyone has a place of work. Those are the first two places; but people need a third place – a place where they can relax and just be. I’ve learned this from my reading of The Starbucks Experience by Joseph Michelli.
My experience lately, upon returning to the same Starbucks, is that they don’t remember my order. This may seem extremely self-centered, but one of the points of service is specifically to remember “regulars, their drink, and their stories.” New customers should be greeted, and led through the ordering process comfortably. Returning customers should be welcomed remembered.
So how are we doing, churches? Are we welcoming our guests, remembering our people and their stories? Are we preparing comfortable and inviting environments, while working to continue relationships with meaningful people? Does the illustration even connect?
What are your thoughts? I’d love to get a discussion going. Let’s see where we end up with our different opinions.
(Disclaimer: I love Starbucks, and think they’re great at what they do. This was an isolated incident, and not a representation of a failure of the entire organization.)