Posts Tagged ‘first impressions’

@maurilio:

12

It’s Time to Rethink the Welcome Center Experience

Welcome centers are at heart of the experience in most service-oriented businesses and churches. The idea is a good one: create a focal point that allows newcomers to find the information they need in order to have the best experience possible. But I think we have missed the point on implementation, specially churches. Somehow we have bought into the idea that a counter-service type of approach is the optimum way to welcome someone. It isn’t. The problem with most welcome centers is the foundational assumption it creates by the virtue of its design: a counter fortress where staff or volunteers stand¬† behind waiting for those seeking help to engage them. Some are quite elaborate constructions in the middle to atriums and concourses with computers and flat screens.¬† To me that’s not a welcome station; it’s a help desk. It puts the entire ownership of the process on the new person.…

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