If it’s done well, it’s hardly noticed. And if it is noticed, it’s because of how it enhances what you’re really there for. How a room is decorated; how traffic flows through a building; the colors; the sounds; the lights; the atmosphere; the details; the seemingly seamless interaction of volunteers and staff; the attitudes and messages conveyed by the volunteers, staff and participants—all of these things combined help create and enhance the experience of families in your organization.
It matters more than you might think. As one of the leaders of creating environment and culture, we’ll take a look at Disney and discover some of their key points for creating experiences for families. Likewise, we’ll take a look at Nordstrom and how the culture of a company centers around making guest experiences the best they can be.
This month, we invite you to creatively look at the experiences you’re creating through staff/volunteer culture and learning environments.
YouLead exists to help you lead better in all arenas: yourself, your volunteers, your staff, and in some cases, leading up to your senior leaders. We do this by creating materials that can be digested in 20 easy minutes a week. Check out what we have in store for you in this issue:
PERSONAL LEADERSHIP DEVELOPMENT
Can you feel the excitement and rush of Sunday coming at you? Who knows what God will have in store for the families that walk through your doors this week. Who knows how He’ll work through the plans you’ve made. But before Sunday comes, take a few minutes to settle in and invest in your leadership skills—20 minutes should do it. We’ve already got a plan for you, so making the time is the first step in accomplishing it.
BOOK PREVIEW: Be Our Guest: Perfecting the Art of Customer Service, Disney Institute
In order to create an appealing environment it’s important to understand your guest. Disney is able to understand their guests by looking at four strategic components—what a guest needs; what a guest wants; the stereotypes a guest may have; and the emotions a guest may experience. All of these make up what they call the Guestology Compass, and it aids in helping them meet the expectations of their guests.
PODCAST: Nick Blevins
Creating the right environment for your families, takes creativity and attention to detail. Listen in as we talk with Nick Blevins who shares some of his tips and tricks to making the most of their church environment to create and incredible experience for families.
REAL WORLD: Nordstrom
As you enter a Nordstrom store, you can easily see the entire layout—no obstructive walls to divide departments or obnoxious merchandise displays to block your line of sight. When you make a jewelry purchase at Nordstrom, they beautifully wrap the box for you and you’ll receive a thank you card in the mail, with a personal handwritten sentiment addressed to you personally.
The experience customers have with Nordstrom is as relevant as the culture they work hard to create and maintain.
We’ve read it in the books, we may have seen it ourselves, but let’s hear from the mouths of the guests. In this video, we are going inside Disney to talk with the guests and find out what makes them return year after year.
TEAM LEADERSHIP DEVELOPMENT
Now that you have a plan to invest in your own leadership skills, why not make a plan to do some investing in your volunteers? By providing information, encouraging stories, and tips and tricks, the email copy we provide will knit your volunteer community around your shared vision.
And we’re going to make it really simple for you to carry out this plan and become more intentional with your volunteer communications. We’ll even do the writing for you. And if you choose, you can add some words of wisdom of your own to the messages.
WEEKLY EMAILS: Why We Do What We Do
Providing information to your volunteers that they can share with the parents of the kids and teenagers they serve will go a LONG way with your leaders. Sometimes the barrier between a volunteer and a parent is a simple lack of creative ways to connect with the parent. It’s time to change that.
In this issue we’re sharing fun stories and research in emails that you can send to your volunteers. We encourage you to challenge these leaders to turn around and share this same information with the parents of the kids and teenagers in your programs. Simple. Did we mention that already?
STAFF LEADERSHIP DEVELOPMENT
Whether you’re leading a large staff, a few people, or are trying to lead up to your senior leadership, we’ve got something for you. We’re including another book preview with this portion of YouLead because we felt that it would be a great tool to reinforce the topic.
BOOK PREVIEW: Jim and Casper Go to Church: Frank Conversation about Faith, Churches, and Well-Meaning Christians by Jim Henderson and Matt Casper
Jim Henderson is a creative spiritual entrepreneur who recognizes that the church has a service to offer. So, he set out to figure out how we can improve and reach people who aren’t coming. This book is a partnership with an atheist to get a new perspective. The goal was to attend various churches and discover what visitors and non-believers find attractive and what repels them from the modern church.
PODCAST: Kendra Fleming
Kendra Fleming is the multi-campus children’s director for North Point Ministries in Alpharetta, Georgia. In this position she oversees the ministries on each campus for Waumba Land (babies through pre-k), UpStreet (K-5th grade), and KidStuf, which serves over 5,000 children each Sunday. It is her passion to create irresistible environments for kids that connect them to their heavenly Father. In addition, Kendra works with the multi-campus strategy of North Point Community Church by serving as part of the NPM leadership team. She lives in Cumming, Georgia, with her husband, Gary, and their four children, Jessica, Catherine, Jack and Emily. You will learn SO much from listening in!
REAL WORLD: Disney
Disney defines setting as “the environment in which service is delivered to customers, all of the objects within that environments, and the procedures used to enhance and maintain the service environments and objects.” And just like in the best literary novels, the details of the setting set the stage for the rest of the story. Every detail of the setting supports the story that Disney is telling through their environment.
REAL CHURCH: Connexus Community Church
Connexus Community Church is a portable, multisite church located 40 minutes north of Toronto and has two campuses—Barrie and Orillia. Connexus started in December of 2007 in a movie theater. This means every Sunday a team of volunteers and staff set up and tears down—just in time so the movie theater can show their noon matinee. Carey Nieuwhof, senior pastor, believes that their portability makes it easier for Connexus to create a church environment for the unchurched.
Developed by Orange, YouLead is a simple curriculum designed to develop the leadership skills of yourself, your team and your volunteers. It centers on answering three basic questions: What can I do to continue learning as a leader? How can I be intentional about connecting with my volunteers consistently? What can we do to stay on the same page as a team? We do this by creating materials that can be digested in 20 easy minutes a week. Click here to learn more about a subscription to YouLead.