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  • 2:46 PM Jason Petermann – Session 4 about to start in 10 minutes…
  • 2:54 PM Jason Petermann – a little Q & A for now…
  • 2:57 PM Jason Petermann – Granger does a Voluntour every 6 weeks.
  • 2:58 PM Jason Petermann – Voluntour gives people the opportunity to see different ministries to see where they might be interested
  • 3:04 PM Jason Petermann – now, on to training
  • 3:04 PM Jason Petermann – uses the acronym “hello”
  • 3:04 PM Jason Petermann – H – Hello
  • 3:06 PM Jason Petermann – people needed to be acknowledged quickly and genuinely
  • 3:07 PM Jason Petermann – It is awkward for someone to walk in and no one say anything to them…
  • 3:10 PM Jason Petermann – Read people’s body language to know what they are expecting… to shake hand or not..
  • 3:14 PM Jason Petermann – acknowledgment gives worth and value
  • 3:15 PM Jason Petermann – a lot of discussion on this point
  • 3:18 PM Jason Petermann – e – engage
  • 3:19 PM Jason Petermann – when you engage, you drop everything that you are going
  • 3:19 PM Jason Petermann – you need to focus on the individual
  • 3:20 PM Jason Petermann – when you do not keep eye contact, it communicates that other things are more important…
  • 3:22 PM Jason Petermann – our team needs to realize they are there for other people, that has to be their focus
  • 3:24 PM Jason Petermann – we want people to develop community while serving, but they also need to keep guests priority
  • 3:24 PM Jason Petermann – l – listen
  • 3:25 PM Jason Petermann – make eye contact
  • 3:25 PM Jason Petermann – l – listen some more
  • 3:25 PM Jason Petermann – REALLY listen!
  • 3:28 PM Jason Petermann – Listening may mean that we need to ask some questions to help them
  • 3:30 PM Jason Petermann – o – offer assitance
  • 3:34 PM Jason Petermann – escort people, do not point
  • 3:34 PM Jason Petermann – find out where the kids need to go (want to go)
  • 3:36 PM Jason Petermann – if a team member cannot escort, they need to hand-off
  • 3:36 PM Jason Petermann – a hand-off is a great way to introduce a guest to other people
  • 3:51 PM Jason Petermann – Mark is finishing up… with a video
  • 3:56 PM Jason Petermann – great video of someone who experienced life-change because of the First Impressions team… what a story!
  • 3:56 PM Jason Petermann – end of session 4!
  • 3:56 PM Jason Petermann – Will be blogging Lasting Impressions tomorrow!

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  • 1:23 PM Jason Petermann – Session 3 about to start!
  • 1:27 PM Jason Petermann – Mark says there focus at Granger is to reach the self-made, married man with a couple kids that has a boat, maybe a lake house. Does not think he really needs anyone, especially God. “If we can reach him, we can reach anyone.”
  • 1:28 PM Jason Petermann – We do the things we do on the weekends that we do for him…
  • 1:30 PM Jason Petermann – just kind of chit-chatting for the moment… I love how real the people here at Granger are… they are consumed with Jesus, and with reaching others for HIM!
  • 1:30 PM Jason Petermann – …that is so contagious!
  • 1:34 PM Jason Petermann – Too many people overvalue what they are not and undervalue what they are
  • 1:34 PM Jason Petermann – In other words, there are people who think they are good at something that they are really not good at, but are not using what they are good at…
  • 1:35 PM Jason Petermann – they are not fully aware of what God created them to be and do
  • 1:37 PM Jason Petermann – Mark is talking about S.H.A.P.E. from Saddleback
  • 1:37 PM Jason Petermann – S- Spritual gifts
  • 1:37 PM Jason Petermann – we each have gifts that are given to us by God
  • 1:38 PM Jason Petermann – H-heart – we each have a passion for something… our heart beats for something
  • 1:38 PM Jason Petermann – A – Abilities Some skills are learned, some are natural
  • 1:38 PM Jason Petermann – P – Personality
  • 1:38 PM Jason Petermann – E – Experience
  • 1:39 PM Jason Petermann – All of these things make up our DNA for service in our church
  • 1:40 PM Jason Petermann – If we take First Impressions seriously, we will be intentional about the people that are on the team
  • 1:52 PM Jason Petermann – Mark is talking about tough conversations that you may have to have with volunteers…
  • 1:53 PM Jason Petermann – those are tough conversations, but the Kingdom deserves the very best from us, and from those that are volunteering…
  • 1:54 PM Jason Petermann – You are doing no one any good by allowing someone to not be giving their all in teir involvement to something they have committed to…
  • 1:55 PM Jason Petermann – talking about branding now… we associate places with faces…
  • 1:55 PM Jason Petermann – tose faces are people that serve us, and either give us good or bad experiences
  • 1:59 PM Jason Petermann – people create the brand
  • 1:59 PM Jason Petermann – when you think of Starbucks, you think of the people that serve you… when they get to know you and and know what you like…that creates a brand for the company
  • 2:04 PM Jason Petermann – We should be very aware of those that we are allowing to serve on the First Impressions team, they are creating our brand…
  • 2:05 PM Jason Petermann – Phil. 2:5 – You must have the same attitude that Christ Jesus had.
  • 2:06 PM Jason Petermann – the attitude of your team must carry through to everyday life
  • 2:06 PM Jason Petermann – Building your team….
  • 2:12 PM Jason Petermann – We need to begin with the end in mind…
  • 2:12 PM Jason Petermann – What do we want our guest to experience?
  • 2:12 PM Jason Petermann – What volunteer roles do I need to have in place in order to make this happen?
  • 2:13 PM Jason Petermann – Do the volunteers clearly understand what is expected of them?
  • 2:14 PM Jason Petermann – decide what you need to have, and then create what it should look like…
  • 2:15 PM Jason Petermann – There is a difference between recruiting and inviting
  • 2:15 PM Jason Petermann – recruiting makes someone a target… a means to and end… impersonal
  • 2:16 PM Jason Petermann – invitation puts the focus on the person and an opportunity
  • 2:17 PM Jason Petermann – a 90 second invite is all that is needed…
  • 2:17 PM Jason Petermann – 3 parts…
  • 2:17 PM Jason Petermann – 1. affirm why you are asking them in the first place
  • 2:18 PM Jason Petermann – what do you see in them that is making you ask them to be a part of something…
  • 2:18 PM Jason Petermann – affirm their abilities
  • 2:18 PM Jason Petermann – 2. Explain what the opportunity is
  • 2:19 PM Jason Petermann – letting them know there is an opportunity to use their gifts
  • 2:19 PM Jason Petermann – 3. Explain your passion for the ministry
  • 2:20 PM Jason Petermann – do not talk about schedule or duties yet…
  • 2:20 PM Jason Petermann – the best way to get volunteers is by the volunteers that you have to shoulder-tap
  • 2:22 PM Jason Petermann – a leader only has so many people to draw from…
  • 2:22 PM Jason Petermann – we need to let the new people that we have to invite people to serve with them… they have more contacts than the leader does…
  • 2:27 PM Jason Petermann – Vision…
  • 2:27 PM Jason Petermann – a few comments…
  • 2:27 PM Jason Petermann – everybody on the team has to own the vision
  • 2:28 PM Jason Petermann – it has to be something that drives them, that is their heartbeat
  • 2:28 PM Jason Petermann – the vision is lived out on the volunteer level
  • 2:28 PM Jason Petermann – vision has to be repeated
  • 2:29 PM Jason Petermann – Vision leaks… so you have to constantly be re-casting the vision
  • 2:44 PM Jason Petermann – end of session 3… session 4 in about 10 minutes

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  • 11:23 AM Jason Petermann – Session #2 about to start… Mark is taking some questions right now. One question was about financing the WOW! factor in your church… his answer? The people of your church provide the wow… great answer!
  • 11:31 AM Jason Petermann – Question about how to care for the older people of the church while trying to reach people…
  • 11:33 AM Jason Petermann – Mark answered this way… at some point, people have to realize that coming to the church and being a part of the church are two different things. if you are coming to the church, everything GCC does is about you, if you are a part of the church, then everything is about others… big difference in focus.
  • 11:34 AM Jason Petermann – Not everything done appeals to everyones taste, but it is all a part of the focus of reaching people and helping them take their next step…
  • 11:40 AM Jason Petermann – starting now… first topic: we need to identify the distractions BEFORE your guests are distracted
  • 11:41 AM Jason Petermann – Illustration – you could go a place to eat that had the greatest food in the world, but if the service is bad, you do not focus on the food, you focus on the poor service… that is all you think about
  • 11:42 AM Jason Petermann – It is the same in our churches, you can have the greatest message in the world (and we do – the Gospel of Jesus Christ!) but if their is a distraction, that is where the focus will be.
  • 11:44 AM Jason Petermann – Distractions in the church are not about profit and loss like in a company, distractions in the church are about eternity…
  • 11:45 AM Jason Petermann – People that come to church need to hear what God is speaking to them about, without distraction…
  • 11:45 AM Jason Petermann – We need to remove distraction so people can see jesus
  • 11:46 AM Jason Petermann – In medical field, there are red rules and blue rules
  • 11:46 AM Jason Petermann – red rules cannot be broken… it is a matter of life and death
  • 11:47 AM Jason Petermann – blue rules exist to maintain organization and order…
  • 11:50 AM Jason Petermann – Some of the rules we have in church are blue rules but we treat them as red
  • 11:50 AM Jason Petermann – we have to communicate to our volunteers which rules are blue and which ones are red so that they know
  • 11:50 AM Jason Petermann – if we do not, they will treat all rules as red rules
  • 11:55 AM Jason Petermann – Our teams need to be empowered with the Golden Rule, and to act according to the guests need at the moment
  • 11:56 AM Jason Petermann – Only Nordstrom rule: Use your good judgment in all situations. There will be no additional rules…
  • 11:57 AM Jason Petermann – Good question: what rules are keeping people from coming to your church?
  • 11:57 AM Jason Petermann – showing a video clip
  • 11:58 AM Jason Petermann – Sometimes we are the WOW! busters
  • 11:58 AM Jason Petermann – 5 things you do not want to hear from your team…
  • 11:59 AM Jason Petermann – 1. I did not know I was serving today
  • 12:00 PM Jason Petermann – Someone needs to own the schedule to remind the volunteers
  • 12:00 PM Jason Petermann – people do forget, life happens in between times when people serve
  • 12:00 PM Jason Petermann – 2. What is wrong with what I am wearing…
  • 12:01 PM Jason Petermann – Your guests are coming in asking, “Is there anyone here like me?”
  • 12:02 PM Jason Petermann – People need to be who they are… so your teams need to be themselves. You will get a good representation of people that way. Just expect neatness…
  • 12:02 PM Jason Petermann – State the expectations to your team
  • 12:03 PM Jason Petermann – 3. You don’t need me
  • 12:03 PM Jason Petermann – people need to know that they are important. we need to communicate value to them as a team member
  • 12:06 PM Jason Petermann – Let people know that you are expecting them to be there for the assignment. That communicates value and importance of them being there
  • 12:06 PM Jason Petermann – 4. Are we done yet?
  • 12:07 PM Jason Petermann – Like the person at Wal-Mart when you ask how they are and they say “I will be better in 15 minutes when I get off”
  • 12:07 PM Jason Petermann – that makes the customer feel like they do not want to be there to serve them (and they are getting paid)
  • 12:08 PM Jason Petermann – our volunteers need to communicate that they LOVE being there… that gives the guest a feeling of confidence in their decision to be there
  • 12:10 PM Jason Petermann – 5. They, them and you guys
  • 12:10 PM Jason Petermann – that communicates a lack of ownership from your volunteers
  • 12:11 PM Jason Petermann – everyone that belongs to the church is on the team… it is we and us
  • 12:12 PM Jason Petermann – These comments create distraction and bust the WOW experience
    that guests should have!
  • 12:13 PM Jason Petermann – In the first ten minutes we want our guests to say the are impressed
  • 12:14 PM Jason Petermann – when they can say that, it means that distractions have been removed and we have communicated value
  • 12:14 PM Jason Petermann – Our churches have competition…
  • 12:14 PM Jason Petermann – it is NOT the church down the street
  • 12:15 PM Jason Petermann – it is any experience that our guests have that bring them a WOW experience
  • 12:16 PM Jason Petermann – people compare experiences to other great experiences… it sets a level of expectation
  • 12:17 PM Jason Petermann – when people come into our churches, they will compare it to some other experience
  • 12:18 PM Jason Petermann – The church should be the pinnacle of a WOW experience for people…
  • 12:20 PM Jason Petermann – the experience that people have in our church on the weekend should make them want to come back next weekend. That is the next BIG step for unchurched people
  • 12:21 PM Jason Petermann – time for a table discussion..
  • 12:30 PM Jason Petermann – lunch break…

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  • 9:43 AM Jason Petermann – Welcome everyone! The “First Impressions” Session 1 is about to start…
  • 9:44 AM Jason Petermann – This session is held by Mark Waltz, Pastor of Connections here at Granger Community Church
  • 9:45 AM Jason Petermann – Starting out with a video. A little Hip-Hop to start us out…
  • 9:48 AM Jason Petermann – Pics of Granger staff and church people… baptisms, short clips of their services and people making life change…
  • 9:50 AM Jason Petermann – Talking about how to create an environment that is appealing to those who are far from Christ… telling his story of how he came to Granger
  • 9:51 AM Jason Petermann – Mark has a very diverse background, ministry and non-ministry related…
  • 9:54 AM Jason Petermann – Pretty diverse group in the room as well… Lead pastors, lay leaders, staff members
  • 9:56 AM Jason Petermann – Mark is having us write our impressions about 5 things… Starbucks, DMV, A person in the room, our church and the last hotel we were at
  • 9:57 AM Jason Petermann – Giving this illustration to show what impressions we get from these different places/people
  • 10:00 AM Jason Petermann – “We have initial impressions of places and people without even thinking of it.”
  • 10:02 AM Jason Petermann – “We turn on the radio, and we do not listen very long to a station before we decide if we want to keep it on that station or not…”
  • 10:02 AM Jason Petermann – First Impressions matter to our guests…
  • 10:03 AM Jason Petermann – We have all been places that we will never go to again because of the impressions we got”
  • 10:04 AM Jason Petermann – Showing a clip from an Adam Sandler movie… “Anger Management”
  • 10:06 AM Jason Petermann – Group time to discuss some questions at our table…
  • 10:10 AM Jason Petermann – Interesting discussion about brands and what they stand for…
  • 10:11 AM Jason Petermann – Discussing what irritates us about customer service…
  • 10:14 AM Jason Petermann – Everyone giving their impressions about places they like and why they have won our loyalty…
  • 10:14 AM Jason Petermann – My example was Apple and their great service (sorry PC users)
  • 10:16 AM Jason Petermann – Zaapos, Apple, Nordstroms and some mom and pop shops have been mentioned as places that have WOW’d people…
  • 10:17 AM Jason Petermann – “It takes a lot to WOW us these days..”
  • 10:18 AM Jason Petermann – “Reality: We expect what we do because there is value attached to customer service”
  • 10:18 AM Jason Petermann – “It gives a sense of worth, and we are all created with a desire to have that communicated to us”
  • 10:19 AM Jason Petermann – Guests who are showing up at our churches are expecting the same thing in a church
  • 10:20 AM Jason Petermann – It takes two years or less for someone to come to Christ, and their circle of friends all become Christ followers… not because of our evangelism, but because we put our selves in the Christian bubble
  • 10:20 AM Jason Petermann – We come to church, and our life values are different from those that are just starting their journey towards Christ
  • 10:23 AM Jason Petermann – When we figure out where we are, only then can we chart a course to where we want to be
  • 10:23 AM Jason Petermann – Our guests come in at where they are, our job is to meet them there, and help them get to where they need to be
  • 10:24 AM Jason Petermann – Using the illustration of the feeding of the 5000…
  • 10:25 AM Jason Petermann – Jesus was meeting people where they are, but, He was demanding so much more
  • 10:26 AM Jason Petermann – People stopped following Jesus when he told them all they wanted was a free meal, but He wanted more.
  • 10:27 AM Jason Petermann – Jesus met people where they were at, but constantly wanted more for them
  • 10:27 AM Jason Petermann – Jesus had people keep coming back because of the miracles… they kept coming back…
  • 10:28 AM Jason Petermann – Our churches should desire to see people keep coming back, not matter what the reason… good band, great coffee entertaining speaker… we just want them to come back
  • 10:29 AM Jason Petermann – Example: Granger has tube slides to get kids down into their class… the kids love it, and want to come back… Parents like McD because the kids go and play and give the parents a 20 minute rest…
  • 10:30 AM Jason Petermann – the kids will love to come to church, and if the kids love it, the parents are happy
  • 10:30 AM Jason Petermann – We don’t care why they come back, we just want them to come back
  • 10:31 AM Jason Petermann – Another video…
  • 10:32 AM Jason Petermann – Video is about people and their worth
  • 10:32 AM Jason Petermann – powerful message!
  • 10:34 AM Jason Petermann – pregnant teen, co-worker, neighbor, mechanic… they are more than that. They are people searching for something… people with needs
  • 10:34 AM Jason Petermann – wow… great video…
  • 10:36 AM Jason Petermann – Your pastor will do a great job communicating the message of Jesus, but our guests who have experienced a great welcome, who have experienced a feeling of worth, have experienced the message the pastor will speak in person
  • 10:37 AM Jason Petermann – People do matter!
  • 10:38 AM Jason Petermann – We should stop at nothing to make sure that people know they matter!
  • 10:38 AM Jason Petermann – Who are our guests?
  • 10:39 AM Jason Petermann – What is our demographic?
  • 10:39 AM Jason Petermann – The people around your church will shape how you do ministry…
  • 10:39 AM Jason Petermann – So, how do we speak to that audience?
  • 10:39 AM Jason Petermann – We have to pay attention to them…
  • 10:41 AM Jason Petermann – Another video about people and their needs…
  • 10:41 AM Jason Petermann – everyone has their own set of needs that they are looking for answers about
  • 10:44 AM Jason Petermann – Two ways to understand your guests perception: 1. Ask them!
  • 10:44 AM Jason Petermann – Ask them: with a weekly communication card…
  • 10:45 AM Jason Petermann – Ask some people from the community to be “secret shoppers”
  • 10:48 AM Jason Petermann – the challenge with asking your guests is that you have to listen to them
  • 10:48 AM Jason Petermann – We must stop and listen… it will help us to serve them and meet them where they are
  • 10:48 AM Jason Petermann – 1. Ask them… 2. Be the guest…
  • 10:49 AM Jason Petermann – We do not see a lot of the stuff because we are their every week…
  • 10:49 AM Jason Petermann – brand new people notice everything!
  • 10:50 AM Jason Petermann – Smudges on the window… tissue gone in bathroom…
  • 10:50 AM Jason Petermann – So, we should go to another church and pay attention to everything… make notes about what you feel and experience
  • 10:51 AM Jason Petermann – Then, go back to your church, and you will be able to notice some things.
  • 10:52 AM Jason Petermann – web site to check out: guestreflections.com
  • 10:52 AM Jason Petermann – they will send people out to your church to be secret shoppers… a mix of church and non-church people
  • 10:52 AM Jason Petermann – if we get it right for unchurched guests, everyone will have a great experience
  • 10:53 AM Jason Petermann – if we focus on church people, the experience will not be as great for the unchurched… church people have a different value system
  • 10:54 AM Jason Petermann – It is not fun or easy to hear what people say, but it is necessary so we can do better!
  • 10:56 AM Jason Petermann – Great illustration using Disney and their focus on how to serve people…
  • 10:56 AM Jason Petermann – Question they ask is, what photos do we want in their family albums… what do we want it to look like at the end of their vacation…
  • 10:57 AM Jason Petermann – We should ask the same in church… begin with the ending that you want, and work towards that…
  • 10:57 AM Jason Petermann – what “pictures” do we want in peoples lives when they leave our services…
  • 10:58 AM Jason Petermann – Define the experience before the experience happns
  • 11:02 AM Jason Petermann – What do you want people to say Monday about the experience they had on Sunday…
  • 11:03 AM Jason Petermann – we have to be intentional about making sure that people will say what we are hoping they will say by making things happen to give them that experience…
  • 11:04 AM Jason Petermann – end of first session… session two in a bit!

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