FAQs

How do you evaluate Guest Services?

1. Use a secret shopper. Give them specific systems and areas to “test”.
2. Ask your friends who you invite to church what they thought about the Guest Services areas.
3. Observe guests in key areas: parking lot, main entrance, moving through halls, etc. Look at body language, consistent mistakes being made, confusion, etc.
4. Formally evaluate Guest Services through volunteer surveys, data collection (how many and where are empty seats in the auditorium), etc.

How do you deal with noisy children in the adult worship environment?

We try not to put our volunteers in confrontational situations with guests, so we created a bright, nice, informational written piece (Sample Worship Service Preschool Card) to hand out at the doors to families with small children. The piece promotes Waumba Land, our environment for preschoolers, and encourages families to take their child there. On those occasions when a child does become disruptive, we try to handle the situation as quickly and as delicately as possible. We want to be sensitive to the family but also protect the environment and limit distractions.

Who develops and maintains the many resources designed to keep your Information Center current and informed?

Each ministry is responsible for providing brochures and handouts that effectively communicate their environment. A staff person at each campus is responsible for the Information Center and its content. This person keeps all materials up to date and makes sure the Information Center volunteers know what is happening. A notebook is also kept at the Information Center containing information ranging from descriptions of ministries, staff directory, three-week calendar, and any other information people may ask for.

Why does Guest Services fall under the umbrella of the Service Programming Division at North Point Community Church and The Ministry Services Division at Browns Bridge Community Church and Buckhead Church?

Guest Services does not fit perfectly under any division. It fits best where it can be paid attention to by the most staff and leaders.

What is the Guest Services role in security?

While it is not our practice to disclose specifics, we do employ an intricate network of cameras, staff, volunteers, and paid police officers (both uniform and plainclothes).

Why do you use paid police officers instead of trained volunteers or private security agencies?

Active duty police officers are far more experienced and directly connected via radio and phone to their respective city, county, and state departments. They are also directly connected to 911 and local hospitals in case of a serious incident.

What is your volunteer selection process? What do you look for?

We view Guest Services as an opportunity for people to get involved strategically without the commitment level other areas demand. We will consider non-members as volunteers if they express an interest in and an understanding of volunteering and the importance of Guest Services.

How do you minister to and value your volunteers?

One of the primary roles of our volunteer Captains is to care for and promote friendships within their teams. This includes social gatherings outside of Sunday, recognizing times of individual celebration, and providing care and support during the tough times. We also schedule regular times of training and appreciation for all volunteers.

How do you keep your volunteers from burning out?

We encourage all volunteers to attend a worship service each Sunday and join a small group. Volunteers usually serve once every two to four weeks depending upon their specific role. This commitment is much less than most volunteer roles in other environments.

How do you park, greet, seat, and inform first-time guests?

We respect the desire for anonymity of the first-time guest and trust them to let us know when they want us to know who they are. We realize some first-time guests may need assistance while here, so we try to make it obvious who is a part of Guest Services and can help them. We do not offer specially designated parking areas for the first-time guests. If a guest does need assistance, a Guest Services volunteer will escort them to the appropriate environments.

What do you offer first-time guests?

During the welcome part of the adult worship environment, the speaker will say that we have something at the Information Center for first-time guests. We give them a CD of a sermon that simply explains why we exist along with a small written piece. Information Center volunteers are trained to honor those identifying themselves as first-time guests by safely engaging them in conversation and answering any questions they may have.

How do you follow up with first-time visitors?

We do not have a follow-up procedure. Our strategy is to create irresistible environments where the first-time visitor will want to return and learn more about how to have a growing relationship with Jesus Christ.