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01 [What is First Impressions?] 02 [Why First Impressions?] 03 [Who is First Impressions?]04 [How Does It Work?] 05 [Guidelines and Rules] 06 [Team Leader Duties] 07 [Team Member Duties] 08 [Creating Lasting Impressions]

[First Impressions Manual]

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Thank YouThank you for being a part of the First Impressions Team. Weʼre thrilled that you have chosen to be a vital part of the team. Every week we have guests who enter our church for the first time. Theyʼre perhaps nervous, apprehensive and have lots of questions (that may not be voiced). We want to create a remarkable and memorable environment where they can feel comfortable and ultimately experience Godʼs presence.

Our MissionHere at Redeemer our mission is simple. We want to help people grow in their relationship with God, one another and those who have not yet found Jesus here in our community, and around the world. Simply put, we want to live generously!

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[What is First Impressions?] First Impressions works to create “Wow” experiences for our guests. We want to ensure that guests of Redeemer know that they are important to us and more importantly, to God. First Impressions works to make guests feel welcomed and comfortable.

[The First Impressions Team Vision]The First Impressions Team fulfills that mission by creating a comfortable environment so that our guests will be open to Godʼs presence and His Word.

The First Impressions Team consists of volunteers who are the face of our church to every person during our weekend services. In this handbook youʼll find some tools to help explain why we do what we do, as well as what each area covers, along with some tools that will help us better serve you.The First Impressions Team roles include Greeters, Ushers, Drivers, Hospitality/Café, Weekend Service Prep and Guest Services.

The First Impressions Team plays a significant role before, during and after our weekend services. The team is responsible for creating an environment that is comfortable and disarming to guests so they will be more open to Godʼs Word and His presence during our weekend services. Every member of the First Impressions Team must be at least 16 years old. We welcome students under the age of 16 when they volunteer with a parent or guardian.

Meeting with God is the most significant thing anyone can ever do. Every person matters to us because every person matters to God. We can try to have the liveliest music, the coolest videos and the most relevant speaking, but nothing replaces the impact that you can make on other people.

[Who are our guests?]Everyone who enters our church parking lot... They are our guests even before they enter the building.

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[Why First Impressions?]Why do we do First Impressions? The simplest reason is that we strive toshow our guests the love of Christ. Here is why we do it in more detail.

[Guiding Principles] We believe that every person that comes to any Redeemer event (on campus or off) is..• Loved by God. In need of Christʼs salvation. Has

been brought to Redeemer by divine appointment.

• We believe that we are to be good stewards of that which God has entrusted to us. This includes guests HE has brought to us.

• We believe that next to children and youth, guests are the most important people who attend any of our services.

• We believe that guests will have either a positive or a negative impression within the first 15 minutes of arriving.

[Overall Goals] 1. We want guests to leave our service having had a “WOW” experience to tell others about it at their work, in their neighborhood, among their family and friends. 2. We want guests to return for a second visit. 3. We want guests to make a decision for Christ.

[Commitments to Success]

Commitment to Excellence: Everyone, from the pastor on down to the newest church member, must participate in a commitment to excellence in all that we do. For First Impressions this is relevant in our commitment to providing the best

possible service to guests, the kindest and warmest welcome possible, the best possible security, the smoothest possible check in/out procedure, the best quality marketing material and even the cleanest possible facility.Commitment to Serve: This ministry requires people to serve and, next to childrenʼs ministry, is the largest area of need on Saturday night and Sunday mornings. There must be consistent encouragement from leaders for individuals to get involved.Commitment to Guests: Guests, after our children and youth, are the most important people that attend Redeemer Church. They are the reason we exist. They are our mission. We must continually remind the church body of this commitment.Commitment to Connect: We must commit to connecting our guests with regular attendees in order to further help them in their next step toward a personal decision for Christ. This can be accomplished thru personal invitations, planned community building events and most importantly small groups. We must commit to connecting every guest to a small group.Commitment to Love: The most important commitment we make is to Love. We must love as Christ has loved us (John 15:9-17), showing guests this love in all that we do.

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[Who is First Impressions?]The First Impressions Team is made up of people from all walks and stages of life. They are the key to creating “Wow” experiences for our guests.

[First Impressions Team Leaders]The First Impressions Ministry Team is overseen outwardly by the Lead Pastor and Staff. They have the final authority on all matters. The leadership flow within the team starts at the First Impressions Director, who oversees the whole of the ministry. The team leads (Lobby Zone, Auditorium Zone, Parking, Uptown) report to the First Impressions Director. The team members are overseen by their team leaders.

[First Impressions Director]The First Impressions Director oversees all aspects of the First Impressions Ministry. He/She is responsible for the training and oversight of team members, the implementation of plans and policies and the day to day operations of the First Impression Ministry.

[Lobby Zone Leader]The Lobby Zone Leader works with the First Impressions Director to ensure all guests are adequately welcomed and cared for upon immediate arrival to the Redeemer Church campus. The Lobby Zone Leader will oversee the VIP Center, Info Desk, Hospitality Table and Lobby Hosts. The Lobby Zone Leader ensures that all guests are directed to the VIP Center. The Lobby Zone Leader will be responsible for completing a secondary head count.

[Auditorium Zone Leader]The Auditorium Zone Leader works with the First Impressions Director to ensure all guests are seated, safe and served during the service time. The Auditorium Zone Leader oversees the main auditorium of Redeemer Church along with security, medical and emergency response. The Auditorium Zone Leader will be responsible for completing a head count, the collecting of the offering and the greeting of guests as they leave the auditorium.

[Parking Leader]The Parking Zone Leader works with the First Impressions Director to oversee the parking team. They will lead in the training and implementing of the Parking, Curb to Class, and Initial Greeter Team.

What if I canʼt make it to serve when I am scheduled?Please contact your First Impressions Team Leader as soon as possible. If possible, please find a replacement to serve in your place and be willing to reschedule for a later date.

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[Who is First Impressions?] continued

[First Impressions Team Members] The First Impressions Team Members perform various duties that relate to different parts of our guestʼs experience. They report to their Zone Leaders and are the core of the First Impressions Ministry.

[Parking Lot Attendants/Greeters]The Parking Lot Attendants/Greeters ensure that all guests are directed to the guest parking and that all regulars are parked in an orderly and efficient manner. They will also ensure all guests are offered appropriate assistance to the main lobby.

[Lobby Greeter]The Lobby Greeters welcome all guests into the building. They ensure that everyone receives at the very least a hello, a smile, and will offer a hand shake or a hug where appropriate and will direct first time guests to the VIP Center.

[Info Desk]The Info Desk Hosts ensure that all guests and attendees receive any information they are seeking. They will assist all attendees with resource requests, event registration and any problems an attendee may have.

[Uptown Check-In Assistants]The Uptown Check-In Assistants help all attendees and guests with the check-in procedures for Uptown. They will act as a secondary Access Control Point for anyone entering the Uptown area.

[Auditorium Hosts]The Auditorium Hosts assists all attendees with their seating in the main auditorium. They ensure that there is adequate seating available by encouraging all attendees to move toward the middle of the rows. They collect the offering at the end of the service and greet attendees as they leave the main auditorium.

[Security Assistants]They monitor the Uptown areas to ensure that all security policies are being complied with. They are stationed at the Uptown entrance allowing access to approved people only.

[Hospitality Hosts]The Hospitality Hosts help ensure that all food and drink that is required for the service is prepared in a timely manner. They also prepare for the coffee and muffin reception and clean it up after it concludes.

[Café Servers]The Café Servers ensure that anyone seeking a refreshment is provided one in a timely manner and is offered that refreshment with a smile and a blessing. They collect VIP cards and give a free drink to all first time guests with a VIP Card. They are also responsible for overall cleanliness of the café area.

[VIP Center Hosts]The VIP Center Hosts make sure every first time guest that fills out a card feels welcome. They ensure that there are enough welcome gifts for all guests at the reception. They add a much needed personal connection for our first time guests.

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[How Does It Work?]First Impressions works by leading guests through Seven controlled stages. From the parking lot through to follow-up we want guests to know that we have planned for their visit and that they are important to us.

[First Impressions Stages]

[Stage 1: Parking Lot Attendant] [3 Support Staff]Guest enters parking lot and is directed to guest parking by signs and Parking Lot Attendants.

[Stage 2: Parking Lot Greeter] [2-3 Support Staff]1.Guest is welcomed by Greeter. 2.Guest is offered assistance with carrying items, small children, or provided an umbrella. Parking Lot Greeter either assists guests to or directs them to the entrance. (This is the only time that it is acceptable to ignore the walk donʼt point rule)

[Stage 3: Lobby Greeter] [2-4 Support Staff]1.Guest enters the lobby and is greeted by Lobby Greeter.

[Stage 4: Info Center] [1-2 Support Staff]1.Info Center Staff connects guest to the VIP Center. 2.Info Desk Staff is available to guests the whole service should they have any questions.

[Stage 5: Worship Service] [6 Support Staff] 1.Guest participates in service.2.Guest is welcomed generally by service leader. (Worship Leader/Pastor/Speaker) 3.As service ends guest is invited to the VIP guest reception by the person closing the service.

[Stage 6: VIP Center] [2-3 Support Staff]1.Guest enters the lobby and is greeted by Lobby Greeter. 2. Guests are directed to the VIP center to fill out a VIP connections card and receive a free gift and a free coffee from our cafe.

[Stage 7: Guest Follow-Up] [4-6 Support Staff]1.Guest is contacted within 48 Hours at their home by a District Pastor, Lay Pastor, or other team member, and thanked for their visit.

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[Guidelines and Rules][Doʼs and Don'ts] • Always walk guests to show them where something is,

NEVER point to it.• Always make eye contact and smile with every person you

speak with.• Always honor your commitments to guests, teammates, leadership and your service

schedule.• Always serve with a friendly and happy attitude until your service time and tasks are

completed.• Always maintain a team attitude. There is no “them,” “him,” “her,” “they,” “those guys,”

or “you guys.” Only “Us.” We are all working together as one body of Christ to touch peoples lives for Him.

• Always follow up with first time guests you personally connected with by the end of Tuesday.

• Never say “I donʼt know.” Always say “Iʼm not sure, but I will find out right away” and then do it.

• Never pass off responsibility for a problem a guest has. Always take responsibility for the problem and work to find the solution. If you canʼt find the solution then involve someone else.

• Never say “No” to a guest. Always offer an alternative. Example: A guest asks to bring coffee into the main sanctuary. The response should be “We prefer bottled water only in the sanctuary. May I get you some?”

[General Guidelines]• No food or drink is allowed in the main sanctuary with

the exception of bottled water.• Guests with small children will be encouraged to check

their children into the Uptown services.

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[Team Leader Duties][All Zone Leaders][General Duties]• Arrive 30 minutes prior to first service• Attend/assist in leading the First Impressions Team huddle• Check in every team member and make area assignments• Monitor and help team members during their service duties, and conduct on the spot training to help

them better carry out their duties• Work with the First Impressions Director in implementing the goals and vision for First Impressions • Managing and empowering the team to also implement the goals and vision for First Impressions• Strategic and purposeful recruitment of new team members • Train new team members • Communicate via phone or face to face with each team member at least twice a month and via email

monthly. This is to connect with the team members and help them feel part of a community within a larger community.

• Attend designated meetings with the First Impressions Director once a quarter• Be up-to-date on all the “happenings” at our church. Check out the bulletin or use the church

website to catch up on all thatʼs going on.

[Parking Zone Leader] • Ensure Greeters and Parking Lot Attendants have a copy of “The Weekly” and VIP Guest

Cards.• Monitor weather and ensure team members are equipped for it.

[Auditorium Zone Leader]• Ensure adequate seating is available and bring out more if necessary.• Conduct head count during service.• Collect and sort offering. Give all information cards to the welcome center and the offering

to an Elder or other designated staff member.

[Lobby Zone Leader]• Ensure that the main sanctuary has been set up for the weekend service.• Ensure that the coffee and muffin reception is setup and ready to go 15 minutes prior to

the end of each service. • Ensure that there an adequate amount of welcome gifts ready for VIP Center. • Ensure that all leftover food is packaged and adequately dealt with.

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[Team Member Duties][All Team Members] • Arrive 30 minutes prior to service.• Carry out duties described in Section 03 Who is First

Impressions and Section 04 How does it Work • Inform team leader by Thursday of any scheduling

conflicts (non-emergency) that will keep you from serving on your scheduled weekend.

• Maintain a professional and positive attitude in all that you do.

• Be up-to-date on all the “happenings” at our church. Check out the bulletin or use the church website to catch up on all thatʼs going on.

• Be familiar with the entire building. Know the locations of the kidsʼ rooms, restrooms and other areas of interest to our guests.

• Know the names of staff members at our church. • Know the story of our church and be able to explain in

general terms how we have grown to where we are today. • Personally escort any guest who asks where something is

located. Avoid pointing or giving directions. • After the huddle, make sure the seats in your section are

stocked with offering envelopes, communication cards, etc.

[Lobby Hosts]• Check in 30 minutes before the service begins. We call

this “the Huddle.” Itʼs an opportunity to pray, share stories, communicate information and remind ourselves why weʼre doing what weʼre doing.

• At this time the First Impressions Team Leader will assign you a location and let you know about anything new (invite cards, handouts at the door, etc.).

• Go directly to your location and be prepared to be the life of the party.

• Personally invite guests to at least one event coming up, whether that is a small group, a church wide event, or more preferably a personal invitation to coffee, lunch or something similar.

[Hospitality Assistants] Prepare food and beverages for the café and coffee and muffin reception.

[Auditorium Hosts]• Greet & Seat

• Seating is one of the primary responsibilities of an usher... why? Helping guests find seats is another way our team helps people feel comfortable and creates an environment where they can experience Godʼs presence. We want to make every guest feel as comfortable as possible and remove any barriers to their ability to focus on God and His Word. How you relate to people as you seat them is very important – be kind, personable and SMILE.

• Attendance Count: During the message, as quickly and inconspicuously as possible, count the number of people in your section and report it to the lead usher.

• Communion: Make sure the tables are filled with juice and communion bread.

• Pre & Post Service Responsibilities: Some First Impression Team Coordinators may need your help to prepare the auditorium and the building for the service. If asked, please be available to serve and help create a comfortable environment for our guests.

[Parking Greeter]• Check in 30 minutes before the service begins.

We call this “the Huddle.” Itʼs an opportunity to pray, share stories, communicate information and remind ourselves why weʼre doing what weʼre doing.

• Smile and wave!

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[Creating Lasting Impressions]What happens after a guest’s first visit? How do we move from that first impression to creating a lasting impression? How do we connect guests with others to move them toward a commitment to Christ? These are the questions that go beyond a first impression.

[Next Step Opportunities]

[Personal Invitations] Something that anyone can do to help connect with a guest is extend a personal invitation. The more relationships that are formed the stronger the connection to the church, to others and ultimately to God.

[Small Groups]The next step in moving beyond first impressions is to actively connect guests into a small group. This is where relationships are built and community is found. This is the primary means through which community is built at Redeemer.

[Service Opportunities]Service Opportunities offer our guests the chance to connect with others as they serve the community of Redeemer and the community beyond. Service Opportunities will enable guests and attendees to fulfill their God given calling to serve Him with the gifts He has given them.

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