Congratulations! You’ve done the hard work of crafting an inviting and spiritually enriching worship experience. You’ve set up small groups, classes, events, and kids’ programming that foster spiritual growth in your church. People visit and seemingly leave with a positive impression.
But here’s the problem: the church isn’t growing.
The math seems simple—if new people are visiting each week, shouldn’t that make a difference in overall attendance? While you could be losing church members for other reasons (that’s a post for another day), the primary challenge in the context of first-time guests is retention. Turning a one-time visitor into a second- or third-time guest is the real indicator of whether your engagement strategy is working.
To promote retention, we need to craft an intentional experience that demonstrates your church’s mission and serves the needs of guests. By doing this, we prepare their hearts for worship before they even enter the sanctuary. After all, we never know what someone’s morning was like before they arrived—but we can create an uplifting environment that alleviates stress and sets the tone for meaningful spiritual engagement.
If you missed part one, go back and read about our motivation in receiving guests.
Designing Environments That Serve Guests’ Needs
When guests arrive, their primary need is direction. It’s that simple. Most guests don’t know where to go—and let’s be honest, many churches aren’t designed intuitively (side or back-facing entrances, anyone?).
Consider how your environment helps or hinders a guest’s ability to navigate your church.
- Do you have signs at your entrances directing visitors?
- Are signs visible from the parking lot pointing to the main entrances?
- Are volunteers ready to greet and guide guests the moment they arrive?
My favorite type of signs are the ones with two legs and two arms waving in the air! Build volunteer teams, and rather than spending money on extra signage, give them shirts or vests that help them stand out. This will liven up your parking lot and create a more welcoming environment.
Once someone enters your building, it is essential to have a highly visible welcome area. When guests reach the door, I want them to know where to go instinctively so they don’t feel the tension of being lost in a new space. Your welcome area doesn’t need to be expensive; it just needs to look distinct from the rest of the room. Pinterest is full of ideas like greenery walls, trendy signage, or even simple framed images. Choose a style that fits your church and label the space with clear language for guests.
By removing the stress of being in a new environment, you allow visitors to focus on the reason they came—to connect with God and others.
Training a Dedicated Team to Host Guests
A great environment is only part of the equation. The real magic happens through personal interaction. I believe everyone in the church should be welcoming, but dedicated lobby hosts take hospitality to the next level.
These hosts aren’t just greeters—they’re trained to be curious. We train our hosts to be inquisitive without being pushy, to stay informed on the church’s events, and to prioritize consistency in their volunteer schedules to meet returning guests. For the first few weeks, your lobby host will likely be the person guests know best in your church. Consistency builds trust and comfort, which are critical for retention. For this reason, I ask this team to serve each week during one of the services.
When interacting with guests, our hosts:
- Ask for follow-up information in a way that feels natural and respectful.
- Walks guests around the church until they are ready to join the service.
Don’t be shy about asking for follow-up information; it is one way to show we care.
Yes, we ask people to provide follow-up information upfront. Wait… you might ask, isn’t that too pushy? We rarely get pushback because we are honest in our intent. We use iPads with a short form (paper forms work too) that asks for four things: first name, last name, phone number, and email. We explain that this information helps us follow up on their experience. While guests fill out the form, we offer a small gift to thank them for visiting.
This approach creates a connection point and shows guests we’re invested in building a relationship—not just growing our database. The personal touch makes it more likely they’ll feel comfortable returning. Also, we have learned that we do not get the follow-up data if we wait for people to fill out a card in service.
Host your guests by showing them around the building.
After gathering their information, the host takes guests on a brief tour. We guide them to the kids’ area, showing each room if they have children. We also highlight the coffee bar, restrooms, and frequently used ministry spaces, all while sharing the church’s mission.
This tour isn’t just about logistics; it’s a chance to build a personal connection. I often ask, “What brought you to church today?” and let the guest share their story. My goal is to listen 80% of the time, creating space for them to feel heard and understood. These moments are foundational for retention because they move the interaction beyond surface-level friendliness. It’s amazing what someone will share when they believe you care.
Stacking the Deck for Retention
Our follow-up process begins once the tour is complete and guests are seated in the worship center. Hosts jot down brief notes about the visit for the follow-up team, ensuring that any details shared during the tour are remembered. We also ask our host to write a brief thank-you note to the family they met that the staff will place in the mail during the week.
I tell my volunteers we’re “stacking the deck.” Guests visit your church because they’re already interested based on what they’ve seen online or heard from others. People visit your church to confirm their expectations more than gain information about your offerings. As such, we are focusing on their experience, saving the explanation of our offering for a later time.
Retention doesn’t happen by accident—it’s the result of intentionality at every step of the guest’s journey. From the parking lot to the sanctuary, your goal is to create a welcoming environment, build meaningful connections, and demonstrate your mission through service. In our next post, we’ll explore the follow-up process in more detail, including strategies for keeping guests engaged after their first visit.
Remember: the work you put into your first-time guest experience lays the foundation for lasting relationships and spiritual growth.
Looking for guidance on building or improving your guest process?
Schedule a call, and let’s see how Church Logistics serves your church.
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