Customer Experience Lessons – Part 3 of 3

In this final installment of a three-part blog series, I want to share with you the final customer experience which I think will help you better prepare for the first-time guests God will send you.

Customer Experience #3
“I’ll call you as soon as it comes in.”

The Scenario:
At the Country Music Hall of Fame, there is a special gift shop called Hatch Show Print. They have reprints of old playbills and for a long time I have searched for this particular Patsy Cline print in a certain size. Every time I try to get it, it has just sold out, always out of stock. So on this Nashville trip, I try again — and start to get the same story.

Another guy working at the store steps up and tells me he knows exactly what I’m taking about and confirms that yes, it always sells out almost immediately. He proceeds to deliver exceptional customer service — and offers to call me as soon as it comes in. The VERY NEXT DAY, while I’m still in Nashville, I get the call that it just came in and I can pick it up!

The Application:
So here’s the difference between this guy from the hatch print shop and the golf cart driver from the first experience — sure both were pleasant, but one was willing to go the extra mile. Now isn’t that mentality you want to instill in all of your servers, in everyone who greets your first-time guests?

The Bottom Line Lesson:
Always go above and beyond with your guests and create a system that encourages this behavior.

Your partner in ministry,


P.S. – To learn more about assimilation, click here for my resource The New Assimilation Seminar.

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About Nelson Searcy

Nelson Searcy is an experienced church planter, coach and church growth strategist, working with churches in over 45 denominations. Nelson is also the Founding and Lead Pastor of The Journey Church, with locations across New York City and in San Francisco and Boca Raton, FL. He first developed the Assimilation System 10 years ago at the Journey Church and has since implemented and improved these strategies with over 3,000 churches across all sizes and denominations. He started coaching pastors in 2006 and has personally coached over 2100+ senior pastors, helping them break common growth barriers like 125, 250, 500, 1000 and beyond, all while maintaining personal life and ministry balance. As founder of Church Leader Insights and the Renegade Pastors Network, he has trained more than 50,000 church leaders (3,000+ church planters). He is the author of over 80 church growth resources and 15+ books, including Fusion: Turning First-Time Guests Into Fully-Engaged Members of Your Church and The Renegade Pastor: Abandoning Average in Your Life and Ministry. His continued mission is to help church leaders around the world cooperate with God in creating healthy, thriving churches. Nelson is married to Kelley and together they have one son, Alexander.

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