The Come Back Effect: How Hospitality Can Compel Your Church's Guests to Return

The Come Back Effect: How Hospitality Can Compel Your Church's Guests to Return


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The key to growth as a church, youth ministry, or a business is getting first-time guests to come back. And as any good manager of a hotel, a store, a restaurant, or an attraction knows, the key to getting guests to come back is not actually the rooms or the product or the food itself; it's how guests feel when they're there. It's about hospitality. No matter how much effort and time we spend on excellence—stirring worship time, inspiring sermons, a good coffee blend in the foyer—what our guests really want when they come to our churches is to feel welcome, comfortable, and understood.

Written by a church consultant and a hospitality expert, The Come Back Effect shows church, ministry, and even business leaders the secret to helping a first-time guest return again and again. Through an engaging, story-driven approach, they explain how service and hospitality are two different things, show how Jesus practiced hospitality, and invite leaders to develop and implement changes that lead to repeat visits and, eventually, to sustained growth.

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Product Details

ISBN-13: 9780801075780
Publisher: Baker Publishing Group
Publication date: 07/31/2018
Pages: 192
Sales rank: 614,576
Product dimensions: 5.40(w) x 8.40(h) x 0.60(d)

About the Author

Jason Young is a hospitality, leadership, and emotional intelligence coach and communicator. He is director of guest experience at Buckhead Church and North Point Ministries, a nationally known network of churches with 36,000 people in average weekly attendance. He has also worked with numerous organizations, including Ford Motor Company, Life.Church, and Chick-fil-A. Jason has written for numerous publications and enjoys posting helpful content at He lives in Atlanta, Georgia.

Jonathan Malm
runs and, reaching more than 70,000 church leaders each month. He has begun multiple businesses and consults with churches regularly on guest services and creative expression. Jonathan had the privilege of directing Echo Conference in 2013, a church conference with over 1,000 attendees. He lives in San Antonio, Texas.

Table of Contents

Foreword Andy Stanley 9

Acknowledgments 13

Authors' Note 15

1 Focus on Feeling as Much as Function 17

2 Create a Culture, Not a Job Title 33

3 Know the Guest 49

4 Be Fully Present 67

5 Think Scene by Scene 83

6 Recover Quickly 97

7 Observe Details, Because Everything Communicates 115

8 Reject "Just Okay" 129

9 Choose Values over Policies 145

10 Reach for Significance 161

Appendix: Example Psychographic Sheet 179

Notes 183

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