Secret Shopper for Churches

My son Grant took me out to breakfast at IHOP this weekend (the day they had to fly back to Camp Pendleton). I noticed the waitress wasn't taking our order by memory like she usually does, so I asked her why. She told us it's because they've gotten in trouble with secret shoppers who've come in and complained that their order wasn't just right. So, thus, the pen and paper.

I, of course, asked a lot more questions about the secret shopper program and then explained to her that I thought it would be cool for churches. Because churches can think they're friendly, for example, but someone from the outside could help them see if that's really true.

While I thought of what a great service this would be to churches, Grant explained to me that I really shouldn't blurt out stuff like that to people. She was interested, I told him. He said, no, she was just interested in her tip. Oh well!

What do you think? Would churches open themselves up to the scrutiny of a secret shopper to get better at meeting people's needs?

Comments

[Rhoda Burrill]

I love the idea. Churches should want this.

[Betsy]

I remember seeing something like this before...there is a website that posts about secret visits to churches all over!

[Chris Yount Jones]

Betsy, if you find that site, post it here. I'd like to see it. Thanks! Chris

[Wayne Stocks]

I think it sounds like a great idea. Now I just need to find one that's 5 to 7 years old to let me know how I'm doing. :)

That said, I do think it would be interesting to be the church "secret shopper," and you could get some good feedback on initial impressions. Unfortunately, I think it takes more than one visit to figure out what a church is really all about, but this idea would help to make sure that people would want to come back after their first trip.

I'm curious to see the link if Betsy finds it too.

[Kim Butz]

I think we could do the same type of thing just by asking for open and honest feedback from members of our congregation. Sometimes they are just afraid to tell us unless we ask. BUT if we ask we really need to listen and maybe even change.

[Jennifer Hooks]

Yes, yes, yes!

In fact, we did an article a few years ago in Children's Ministry Magazine called "Trading Sacred Spaces" that had secret shoppers go to churches and evaluate them. We offered the evaluation to readers. If you'd like to trade sacred spaces with another church in your community, get the complete article and evaluation here:
http://www.childrensministry.com/backissues/detail.asp?ID=5041

Then report back to us...I'd love to hear what you discover!

[Bill Emeott]

In one church that I served we asked our new members to share with us their experiences as a newbie to our church. We asked them to honestly tell us what they see/saw that we were overlooking.

I've also asked myself this question, "What are you pretending not to notice that you really know needs to be dealt with?" That is a tough question but always makes me think!

[Gina Bluhm]

When my friends visited from out of town, they came to my church on Sunday. I asked them before they came if they would do an informal evaluation and gave them some areas that I would really like to see what they thought. It was really interesting what they told me and then I relayed it to the Pastor. As a result some of our lacking areas have been improved.

So that could be an easy secret shopper solution if you have friends in the area who go to other churches...if they are willing, they could just come one time and tell you what they think.

[Glen Woods]

There are various groups that do this. Here is one example: http://www.thehardygroup.org/

[Courtney Walsh]

I think this is a great idea. I have been to a few churches that I believe (like you said) thought they were really friendly, but I felt like hiding in the bathroom!! As staff, I think it would be great for us all to know how it feels as a newbie. Great idea!!

[Leena]

I read somewhere in some resource (maybe even here a few years back) to take turns with another children's minister or invite a family that you are friends with outside the church and have them come to worship and participate in classes, etc to help evaluate hospitality, saftey, visuals, treatment by leaders, volunteers, and other congregation members.
If another children's ministry leader does this for you, then you repay the favor by visiting their place of ministry for the same evaluation. Wherever I saw the suggestion there was also a form to provide for your undercover visitor to rate the church/ministry

[Melissa]

A few months ago I visited a different church for a baptism. With the high security that we have in our own church within Children's Ministry, it was quite a shock for me to visit a church that barely even asked my children's names when I dropped them off, then released them to a different person when service was over. The impressions I came away with were invaluable to us as a leadership team. It has reinforced to us that while sometimes it can be difficult to enforce all the rules we have, it definitely makes parents feel much more secure knowing that we care about the safety of their children just as much as they do. :) Every time I visit a new church I find the experience very educational, seeing new and different procedures, seeing what works and what doesn't and finding areas where we could improve. The secret shopper idea could prove to be an exceptional learning tool for churches!

[Pam]

I think all of our children's ministry benefit by having someone come along and evaluate each of our areas of service. A stranger can be more observant of how we greet people. He or she can ask questions and provide feedback that a member might not give. I had someone who is in charge of guest services come into our area and evaluate our friendliness, our signage, our security and our appearance. Luckily, we did okay but he was able to share some tips to improve.

[Paula]

Awesome, when can you come and mystery shop at our church?

[Chris Yount Jones]

Paula,
That would be so fun! Just let me know where you are and when!
Chris