Get Your Strategy On
Speedy Checkout
Jun242007 Filed under: Growing Strategies Author: Tony Morgan
Emily and I ran into the store the other night to pick up a few items. Out of convenience, we stopped at the store that was on our way home. I normally shop at Target. I know. I pay a little more, but I get better help, a cleaner store, better quality products and I don’t ever have to wait in the queue (that’s for all my British friends) to give someone my money.
Take a look at this picture. That’s Emily in line holding the diapers, tennis balls and knee pads. (Bet you’ve never purchased that combination of products in one visit.) Click the thumbnail to see the full shot. As you can see, she’s in the "speedy checkout" aisle. You’ll also notice that the vast majority of the cash registers in this store are not open. This situation screams, "We want your money, but we don’t care about your time."
Experiences like this frustrate me, but they also cause me to consider what we may or may not be communicating to our guests at NewSpring. I want people to hear about Jesus. Because of that, I don’t want anything else we do to create a barrier for people to hear that message.
It’s been a while since I’ve plugged First Impressions by my good friend Mark Waltz. In the book, Mark focuses on how we can create Wow! experiences in our churches. What’s great about Mark’s book is it’s doable for any church–no matter what their size. He covers lots of practical ideas for ways we can improve how people, particularly first-time guests, experience our ministries.
Isn’t it amazing what goes through your mind while you stand in the "speedy checkout" aisle?
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12 Responses to “Speedy Checkout”
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Tony Morgan is a pastor and the Chief Strategic Officer at NewSpring Church where he develops creative solutions for communications, technology and NewSpring Ministries--the church's ministry that equips other church leaders.
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anne jackson
June 24th, 2007 at 9:23 pm
that is about every wal-mart in dallas…it is so frustrating. especially when one buys ice cream.
because there is no super-target near where we live (one is being built) we now go to kroger and pay twice as much for stuff, but the time saved standing in line and frustration removed is very well worth it.
crcole
June 24th, 2007 at 11:29 pm
Wal-Mart is taking over the world.
I always feel like I have been violated when I go there. Seriously, I think the whole line thing might inspire a rant on my ole’ blog.
I think Line at Wally World is the modern version of one of the trials of Job. Or maybe it is one of the seven plagues.
Sean Gaffney
June 25th, 2007 at 12:24 am
“User experience” seems, more and more, to play a huge role in where consumers decide to part with their cash. Is Starbucks coffee really that much better than that of any other fine coffee house in Anderson? I’m not so sure. But they showed up on the corporate map making coffee not just a drink, but an experience. The cool lighting, hip furniture, and young, cool baristas set an atmosphere that draws us in, makes us feel warm and somehow “at home”.
There’s actually a really great coffee house right across the street from NewSpring in the Bloom shopping center. The iced caramel macchiato I had there earlier today was amazing. But the hanging ceiling and florescent lighting really kill the experience. It becomes just another store. Bright and stiff.
I’ve not read Mark Waltz’s book, so maybe he’s already addressed this, but how can a church make us feel “at home”? I feel very much at home at NewSpring, because as a volunteer I see dozens of other volunteers and kids that I work with every week. It’s like coming home to a family. I think Wow! experiences have their place in ministry, but how do we create that sense of “home” and comfort at church for first-timers?
Sorry for the book…
Dwight Weber
June 25th, 2007 at 7:44 am
My wife and I had the privilege to attend Mark’s First Impressions seminar this last Friday and it was AWESOME. This is my 25 year of ministry and I can say this seminar ranks up there with the best I have attended yet; very practical, well based and applicable to small and large churches.
Cindi
June 25th, 2007 at 8:11 am
Yes, for the convenience of purchasing just about any item we need at any hour of the day or night - such as your assortment of necessities - many of us have dealt with your frustration. It’s exactly the same here in central Florida! FYI: I spoke to one of the head cashiers at a store near us, and she said the management cannot find enough employees to hire who are willing to do the work. So there’s another issue…
Stephanie
June 25th, 2007 at 9:18 am
I love how the people in front of your wife have a cartload of stuff! Haha!
Chip Schneider
June 25th, 2007 at 11:39 am
As consumers, we are mired in the muck of our own making….I am glad you and the NS team are focused on helping us, as consumers of weekly worship, not to alter the quality of our church, by catering to the same pressure that is/has ruined customer service in American retail…
Please, save us from our own, often short sighted, demands.
jennifer
June 25th, 2007 at 1:26 pm
My Sociology professor believes wal-mart is the devil .. I am almost inclined to believe it is at least FROM the devil. You wouldnt believe all the “under the radar” stuff i have heard in this crazy class.:( if nothing else it has worked to make me feel guilty if i do grace the doors. as for the cant find enough people .. what we heard on an ex corporate guys dvd .. is they purposely stay understaffed it saves them money since they dont pay overtime.
jane
June 25th, 2007 at 8:43 pm
I am with Cindi from Florida… finding those willing to work is a big issue.
I tend to go for the blue store verses the red store because of their policy against bell ringers for the Salvation Army. I had a VERY wonderful aunt that rang bells and I just can’t go against my aunt. She was a very wonderful influence on me and a good example of showing Jesus’ love.
Julie Smies
June 26th, 2007 at 10:35 am
Hi Tony, Thanks for the First Impressions plug. Those books are just flying off the shelves! :)
But seriously, we had a great group at the workshop on Friday (thank you for your kind words Dwight). I always think of you when WiredChurches gears up for these events on the GCC campus. Even though I’m not a part of the WC team anymore I still look forward to workshop days. I love the opportunity to talk with leaders from all over the country. You started a great thing!
Jodi Milstead
June 26th, 2007 at 10:48 am
Tell your good buddy Mark Waltz that we miss him blogging on his site Because People Matter!! Where has he been? Your’s, his & Time Stevens’ sites refresh me every day!
Paul Lowe, Jr.
June 26th, 2007 at 6:36 pm
Tony,
I did some training with some future lay leaders and it was great. I would like to hear more from Mark on his blog. This book helped us to think about how we could make the church more welcoming. Sometimes in a traditional setting a lot of things can be overlooked.
PL