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Interview with Greg Atkinson – Everything you need to learn about church hospitality services

When we talk about hospitality services, the most common places that come to our mind are hotels, boutiques, spas, and whatnot; but the church is hardly one of those places. We tend to forget that hospitality and generosity are the core of the church-going experience, and we barely emphasize on them. Bestselling author, speaker, leadership coach, and entrepreneur Greg Atkinson has been the church secret shopper for 28 years. He openly talks about how an excellent hospitality service at church can work wonders for its attendees.

Recently we got candid with Greg Atkinson, which somehow turned into an insightful interview on church hospitality culture. We talked to Greg about the first impressions at the church and what he thinks about the guest experience in today’s fast-paced world – especially after the pandemic.

You have focused a lot on your work as a church secret shopper, so what changes do you see in this industry after your efforts and the pandemic?

Greg: “The year 2020 was a difficult year for everyone, and that includes me too. So many pastors and church leaders struggled during those years, but it was upon us to help the community through everything – and that’s when I think people realized the great importance of hospitality in worshipping.”

What does good church hospitality look like to you? And what are your key advices as a church leadership coach?

Greg: “A church needs an outside pair of fresh eyes to visit and report the first impressions a newcomer receives upon entering the holy place. That’s what I precisely do as a church secret shopper. Almost all pastors love the idea of such a service as they want their church to be healthy and impact their community.”

The Forbes Leadership Council member also added, “When I work with churches as a secret shopper, I urge them to put their best and brightest personalities on the front line. Starting with the valets or parking lot team, moving inside to church greeters, ushers, and the information desk staff. These people need to be the most friendly ones in the church as they are the first faces representing the culture and atmosphere.”

The world is going remote and inclusive. How do you recommend churches to cater to their online guests now?

While appreciating our question, Greg used the example of the movie ‘Avatar’ and how the blue people used the words “I see you” to affirm each other.

“What blue people practiced was the custom in their culture, and they would look into each other’s eyes and say I see you, I see you. As humans, we have this urge to feel welcomed and included, whether we are physically there or not. So I always tell pastors that when you stand up to greet your attendees, include your online viewers too. Always thank them for tuning in and making them a part of a congregation, as if they are there themselves,” said Greg, the founder of Worship Impressions and First Impressions.

What kind of churches and businesses do you help coach?

Greg: “Some leadership coaches only work with traditional churches and some work with small to medium-sized churches. Then there are those who concentrate on a particular denomination. However, I have worked with just about every denomination, and I’ve worked with church plants. I’ve visited giga-churches and old, historic churches. I’ve worked with cutting-edge churches in their early, explosive years and with plateaued and declining churches. I’ve experienced worship styles that include acapella, pipe organ, choir and orchestra, and rocking band music.”

How do you build a relationship with church ministries and pastors? And what is the prime work ethic like in this industry?

Greg: “I like to have long-term relationships with my clients. I want them to call me a year later and say we’re going to redo our branding or website, or facility. Who do you know that we could talk to? I have a lot of strategic partners that I trust and respect. Also, some churches like to be secret shopped yearly. Some multisite churches like all their campuses to be visited. Some have the main campus visited and then later have the satellite campuses visited also. My point is: I’m not going anywhere. I’m here for you whenever you need me. You’ll have my contact info, and you can reach out to me whenever you have a question. No charge.”

Aside from being a church secret shopper and leadership coach, you are also an acclaimed writer. Have you ever faced rejection in the field of writing or thought that you should stick to church secret shopping only?

Greg: “All authors experience rejection. It’s part of our story. I have published four books but worked on several others that never saw the light of day. I don’t like to limit myself to any field. I like sharing my knowledge and experience and seeing if it connects with an audience.”

The best-selling author of The Hospitality Handbook for Volunteers: Equipping You to Serve said, “I love books. I get excited every time I see someone post a picture of one of my books on social media. I get excited walking into a bookstore and seeing my book on the shelf. I am very driven and ambitious and don’t think I have even scratched the surface of my writing career.”

Greg Atkinson is a member of the International Association of Professional Writers & Editors and the Forbes Coaching Council. He has been featured in Forbes, the Wall Street Journal, Christianity Today, and on CBS, FOX, and NBC, amongst others. Meeting and talking to Greg was nothing short of an enthralling experience. Not only was he very kind and soft-spoken, but his warmth and knowledge truly tell how good he is at what he does. If you are looking for some tips on how to improve your church, don’t forget to check out Greg’s books on leadership, coaching as well as Secret Shopping. You can also schedule him for a visit to your church here.

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Salman Ahmad Siddiqui founded SpotHerld with an aim to provide the public with timely and unbiased news, presenting each story from a distinct perspective tailored by our team. As a skilled journalist, I boast a distinguished portfolio and excel in content analysis and research. Salman, a proficient and knowledgeable individual in the business industry, also contributes valuable insights to Tech section on the website. You may reach us at- spotherldeditorialteam@gmail.com

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