The Church Revitalization Podcast – Episode 277
When a guest walks into your church for the first time, they’re carrying more than just a Bible or a coffee cup – they’re carrying questions. Lots of them. And while your weekend service might be excellent and your greeting team might be on point, it’s often the seemingly small, unspoken questions that can create the most anxiety for visitors. In our work with churches across the country, we’ve found that addressing these five frequently overlooked questions can transform an uncertain guest experience into a welcoming journey.
1. Where do I park and walk in?
In our work with churches across the country, it’s encouraging to see more congregations embracing dedicated guest and volunteer parking over the last decade. Even if it’s just a couple of spaces, there’s growing recognition that guest parking matters. This is a welcome shift! We typically recommend churches reserve 2-3% of their parking spaces for guests.
However, we often notice a disconnect between where guest parking is located and where guests actually need to go. While churches might position guest parking near what they consider the “main” entrance, that entrance may be far from crucial destinations like children’s ministry check-in or the Connection Table. So despite being close to the “front,” guests might find themselves taking a confusing journey to reach important areas. In many cases, it’s not even clear which entrance is meant to be the main one. The solution? Invest in clear wayfinding signage that guides guests from their parking spot right to where they need to be.
2. What do I do with my kids?
If you think your children’s ministry check-in process is straightforward, we have news for you: it’s almost always anxiety-inducing for guests, particularly those with young children. While your team might navigate it effortlessly, parents visiting for the first time are processing multiple uncertainties at once. That’s why clear signage for children’s ministry check-in is absolutely essential. Even better, station a welcoming volunteer who can personally guide parents through both check-in and pick-up procedures.
Today’s parents are more safety-conscious than ever, and rightfully so. You almost can’t overcommunicate your safety protocols – though you’ll need to master the art of conveying key information quickly, as you often have just a few minutes before service begins. Focus on hitting the critical points that will give parents peace of mind without overwhelming them.
Here’s a pro tip: start the process before families even arrive. If your website includes a Plan a Visit feature, integrate it with your Church Management Software. This allows you to pre-load children’s information into your system, streamlining the Sunday morning check-in process significantly. As a bonus, you can share important details about check-in locations, classroom arrangements, and pick-up procedures ahead of time, helping parents feel more confident before they even step through your doors.
3. Where’s the bathroom?
One of the most basic yet crucial questions for any guest is the location of your restrooms, and you might be surprised how often this creates unnecessary anxiety. We’ve visited countless churches where finding a bathroom requires either a scavenger hunt or asking for directions – neither of which makes guests feel particularly welcome. Good wayfinding signage isn’t just helpful; it’s essential for guest comfort.
Here’s a truth we’ve learned: no building layout is as intuitive as the people who use it every week think it is. What seems obvious to your regular attendees might be completely baffling to first-time guests. This is especially true in churches that have expanded over time, creating layouts that can feel like a maze to newcomers.
But here’s something that might surprise you: a well-maintained, attractive bathroom can be one of your biggest wins in guest experience. When visitors encounter clean, updated, and well-stocked restrooms, it sends a powerful message about your attention to detail. We’ve consistently seen that people interpret these seemingly small touches as indicators of how your church approaches everything else. If you’re thoughtful about bathroom maintenance and appearance, guests often assume (correctly!) that you’ll be equally thoughtful about more significant aspects of ministry.
4. Is coffee allowed in here?
Let’s talk about one of the most common yet unspoken questions we see guests wrestling with on Sunday mornings. When they’re holding that cup of coffee and approaching your sanctuary doors, there’s often a moment of hesitation. Is it allowed inside? Will they commit some unforgivable church faux pas by bringing it in? Clear signage answering this question – whether it’s a yes or no – eliminates that awkward uncertainty and helps guests feel more confident.
But here’s something crucial to understand: your church’s coffee service isn’t really about the coffee at all. It’s about creating opportunities for connection. We’ve seen too many churches tucking their coffee stations into distant corners, treating them as mere amenities rather than strategic ministry tools. Instead, position your refreshment area where it naturally encourages conversation and community. As your space allows, design these areas to facilitate authentic relationships before and after services.
This brings us to an important point about guest interaction around these coffee spaces. Keep your eyes open for newcomers – they’re usually the ones looking slightly uncertain or hesitant with their body language. When you do engage with guests, remember to be what we call a “conversational giver” rather than a “taker.” Instead of asking questions that might make them feel put on the spot (“How are you doing?” or “Is this your first time?”), offer welcoming statements like “We’re so glad you’re here!” This approach removes pressure while still opening the door for further conversation if they’re comfortable.
For a deeper dive on this topic, check out Episode 215 of The Church Revitalization Podcast, where we talked about Coffee in the Sanctuary.
5. What do I do with the communion elements?
Here’s a moment where even experienced churchgoers can feel uncertain when visiting a new congregation – communion. We’ve witnessed countless awkward moments where guests are trying to figure out the “local customs” of communion, often while everyone else seems to know exactly what to do. The reality is, every church handles communion differently, and assuming people will just figure it out can create unnecessary anxiety during what should be a meaningful spiritual moment.
Be explicit in your communication about participation. Don’t shy away from clearly stating who is and isn’t invited to participate in communion, according to your church’s theological convictions. This isn’t about creating barriers; it’s about helping people engage appropriately and meaningfully. Remember, for some of your guests, this might be their first experience with communion ever.
The logistics matter more than you might think. Will everyone take the elements together, or is it a continuous flow? Should they consume the bread and juice separately or together? These might seem like minor details to your regular attendees, but they can be major sources of distraction for guests trying to “do it right.” Take a moment to explain these practical elements clearly.
Most importantly, never let the mechanics overshadow the meaning. While explaining the practical aspects, always reinforce the deep significance of communion according to your theological tradition. This balance of clear instruction and spiritual significance helps guests participate fully in this sacred practice without the distraction of procedural uncertainty.
In Conclusion
Remember, each of these questions represents a moment where a guest is silently asking, “Did they think about me?” Your thoughtful attention to these details sends a clear message: “Yes, we did, and we’re glad you’re here.” While these elements alone may not determine whether someone joins your church family, they create an atmosphere of welcome and consideration that allows guests to focus on what really matters – encountering God and connecting with your community. Take time to walk through your facility with fresh eyes, considering these questions from a guest’s perspective. The investment in these often-overlooked areas will pay dividends in creating a more welcoming environment for everyone who walks through your doors.
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Scott Ball is the Vice President and a Lead Guide with The Malphurs Group. He lives in East Tennessee with his wife and two children. (Email Scott).
