Meaningful First Impressions, by Rev. Kathy Pittenger

The Disney Institute is one of the few continuing education experiences I have had in my ministry. I appreciated hearing about quality service from a wider perspective. Attending this institute sparked my curiosity about the guest experience in a new way. It was a reminder of the importance of details and of thinking through the gaps between intention and reality. The Disney experience doesn’t start when you walk through the door. The anticipation starts when you turn on the road to Disneyland (or even before). When you start to see the characters. When you park your car next to a beloved Disney/Pixar character (which actually helps you remember where you parked!). We may (or may not) be able to create the same kind of anticipation for worship that kids have when going to Disney. But we can think through what makes the experience special. Do we call children by their name? How do we create invitation and space so kids know they belong? How does our physical space show children they have a place in worship? What do kids see when they walk into the building? Is it adult-focused? Or are there pictures that invite those who can’t yet read? Consider your space.

Walk through a Sunday morning, noticing the things you don’t see anymore. Or, better yet, find a guest (with a willing child) who will come and notice the details that you might miss. What are the things that are done well? What are potential pain points? Listen to their thoughts. Consider your church’s hospitality plan, what might need to be updated, and celebrate what you are doing well. At the end of the day, I had a lovely Disney experience - a time to learn, play, and explore.