Instructions for Completing the PCD Hospitality Assessment

The purpose of this tool is to help you look at your congregation’s strengths and weaknesses in welcoming those who come as guests to our worship services.  Unitarian Universalist studies have indicated that almost all of our visitors come hoping that they will find their spiritual home.  That is, they have not just wandered off the street and into our sanctuaries, they have done their homework, they know what Unitarian Universalism claims to be, and are now seeing if your particular congregation is the right place for them.

This tool will be most useful to you if you put good thought into your answers.  Imagine yourself as a visitor, as you consider each item.  When we come together in the Hospitality Workshop, you’ll have a chance to compare your responses with those of other members of your congregation, and to do some action planning to address the most important issues identified.

For each item, write down some brief notes about the current state of affairs in your congregation, and then check one of three ratings: 

                                             (1) Needs Improvement

                                             (2) Okay As Is

                                             (3) Best Practice

Please complete the assessment before coming to the Hospitality Workshop, and bring it with you.  This is intended to be filled out individually;  you will have the chance to compare your responses with others on your team at the workshop.  Feel free to add any or all significant items we may have missed.  Thank you.  We look forward to being together.

Item	Notes/Comments	Needs Improvement	Okay As Is	Best Practice
The home page of our website easily guides visitors to all the information they need, including the time of the worship service and driving directions.
Our recorded phone greeting is warm and helpful to visitors.
Our signage makes our congregation easy to find.
We have adequate parking, or an effective method to compensate for that (e.g., reserved visitor places, valet parking).
We have adequate signage to guide visitors to the sanctuary.

Item	Notes/Comments	Needs Improvement	Okay As Is	Best Practice
Greeters are selected for their warmth and outgoing personalities
All Greeters have been trained for the role, and have the necessary knowledge to perform their jobs well.
We have an adequate number of Greeters assigned to every service.
The Visitors’ “Table” is welcoming, with adequate and easy space for filling out forms, clipboards to write on, pens that work, wastepaper baskets, etc.
Children and youth are warmly greeted.
Children and youth are visible as Greeters.
Item	Notes/Comments	Needs Improvement	Okay As Is	Best Practice
RE Greeters are available to orient families, so they will know what to expect.
Someone is available to show children to their classrooms or Children’s Worship (before or when leaving the Worship Service).
Visitors are invited to fill out Information Cards (as opposed to just signing a Visitors’ Book).
We know which members of our congregation speak languages other than English, and include that information on their name badges.
Name badges are easy to read from a reasonable distance.
We regularly wear our name badges.
Item	Notes/Comments	Needs Improvement	Okay As Is	Best Practice
The minister(s) greets people before the service.
The outdoor areas are well-tended and tidy, as if we are “expecting company.”
The indoor areas are clean and neat, as if we are “expecting company.”
All restrooms are clean, fresh smelling, and adequately stocked with supplies.
Item	Notes/Comments	Needs Improvement	Okay As Is	Best Practice
RE teachers are prepared and ready to greet new children (and their parents) when they enter the classroom.
Classrooms feel cheerful and safe.
The nursery and child care rooms are well-staffed, clean and safe...and fun.
Alternative youth programming is available.
Children are welcome to stay with their parents in the worship service.
Item	Notes/Comments	Needs Improvement	Okay As Is	Best Practice
The buildings are wheelchair accessible.
Trained Ushers are available, welcoming, and helpful to guests.
The Order of Service is Visitor-Friendly, so a first time guest will easily be able to understand and participate in the service.
Opening words from the pulpit include a welcome to visitors and a short statement about who we are.
Item	Notes/Comments	Needs Improvement	Okay As Is	Best Practice
All uses of acronyms, written or spoken in the service, are explained.
“Joys and Concerns” is practiced as a meaningful part of worship, not as a custom of an in-group.
Hymns are played once through before singing, so newcomers can hear the melody.
Other ways the worship service is welcoming to our guests:
Item	Notes/Comments	Needs Improvement	Okay As Is	Best Practice
Those sitting next to visitors regularly escort them to the social hour.
The Social Hour is family-friendly, with drinks and snacks for all ages.
The minister(s) and RE professionals are visible during the Social Hour, and spend time chatting with guests.
Lay leaders make a special point of interacting with guests.
Young adults make a special point of greeting young adult guests.
Item	Notes/Comments	Needs Improvement	Okay As Is	Best Practice
Information is made available to all visitors about our adult, youth, and children’s programming.
All visitors are invited to sign up to receive the Newsletter.
Visitor Information Sessions are held after services at least twice a month.
Visitors are neither ignored nor pounced upon, regardless of their apparent age, race, class, or gender identity, but treated warmly as would be a guest in your home.
Visitors later receive a follow-up postcard or letter, inviting them to return.
Item	Notes/Comments	Needs Improvement	Okay As Is	Best Practice
Visitors later receive a follow-up phone call, inviting them to return.
Visitors are later asked to take a follow-up survey, asking them how they enjoyed their visit.
Visitor tracking systems are in place alerting us to returning visitors.
Information on becoming a member is offered to returning visitors.
Other ways we make visitors feel welcome: