Friday, October 22, 2010

Creating Experiences, Part 3: People

I've saved the most important part for last.

Recently I was speaking with a group of church leaders about the importance of guest services and creating great experiences that leave a WOW! First Impression. During the Q&A time, one leader asked me the following: "All this is well and good, but my church has limited resources - we can't possibly do all these things (the subjects of the last few posts- here and here) at once. Where do we start?"

My quick answer: always default to people.

In the equation Creating Experiences = Product + Place + People, the most important part, the starting place, the foundation which all is is built on - it's people.

Starbucks may have a good product lineup; it may offer the most comfortable, friendly place to hang out alone or with friends. But neither product nor place have any traction without the people greeting you with a smile, asking what you would like (maybe suggesting something new), and then servicing you with speed, excellence, and always a smile. You have to have a great team in place first before you can begin to deliver excellent experiences.

The same is true in ChurchWorld: the experiences that you are attempting to create, the places and spaces in which they are housed - both literally and figuratively - are important.

But you don't get anywhere without the people.

When an organization helps its team members bring pride, excellence, and playfulness to every aspect of their task, those team members literally have the chance to change the lives of those around them.

People want to be a part of something bigger than themselves. They want to be a part of something that touches their hearts.

Everything matters - but everyone matters more.

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