Baptist News Global
Sections
  • News
  • Analysis
  • Opinion
  • Curated
  • Storytelling
    • Faith & Justice >
      • Charleston: Metanoia with Bill Stanfield
      • Charlotte: QC Family Tree with Greg and Helms Jarrell
      • Little Rock: Judge Wendell Griffen
      • North Carolina: Conetoe
    • Welcoming the Stranger >
      • Lost Boys of Sudan: St. John’s Baptist Charlotte
      • Awakening to Immigrant Justice: Myers Park Baptist Church
      • Hospitality on the corner: Gaston Christian Center
    • Signature Ministries >
      • Jake Hall: Gospel Gothic, Music and Radio
    • Singing Our Faith >
      • Hymns for a Lifetime: Ken Wilson and Knollwood Baptist Church
      • Norfolk Street Choir
    • Resilient Rural America >
      • Alabama: Perry County
      • Texas: Hidalgo County
      • Arkansas Delta
      • Southeast Kentucky
  • More
    • Contact
    • About
    • Donate
    • Associated Baptist Press Foundation
    • Planned Giving
    • Letters to the Editor
    • Advertising
    • Ministry Jobs and More
    • Transitions
    • Subscribe
    • Submissions and Permissions
Donate Subscribe
Search Search this site
Featured
Featured

‘Secret church shopper’ reports quality of welcome determines if guests will visit a second time

NewsJeff Brumley  |  September 9, 2016

Greg Atkinson is one of those guests who give churches the chills.

Whenever he visits a congregation for the first time, he loiters around the parking lots and restrooms, sizes up ushers and security and lurks around the nursery and children’s Sunday school spaces. If he can get away with it, he will secretly photograph the kids, too.

In some cases he’s been followed around and even detained by concerned church members. One time he was threatened with a Taser and nearly arrested.

And for all of that and more, Atkinson is well paid by the church and usually praised by its ministers.

Greg Atkinson

Greg Atkinson

“The churches I work with, especially the larger churches, really love it,” he said.

The former Southern Baptist pastor is a secret shopper — or secret worshiper — who is hired to scrutinize every component of a Sunday morning experience that can positively or negatively influence a first-time guest’s decision to return.

During a Aug. 31 FaithSoaring Churches conference call, Atkinson said he examines a congregation’s online footprint, from the clarity and usefulness of its web site to its social media presence. Many potential visitors never arrive if they were turned off by something online.

On a Sunday mornings he zeroes in on the parking lot experience, from space availability to friendliness and competence of the attendants.

He notes how well signage and greeters direct him to guest services, restrooms, children’s check in and the auditorium. He checks to see if children’s classrooms are safe and he tests security elsewhere in the building.

“People want to feel secure,” Atkinson said during the call hosted by The Columbia Partnership.

The professional secret visitor said he also takes notes on the sermon and the overall worship service.

In his reports, he provides praise for things that work and constructive criticism, with proposed solutions, for things that don’t.

He recalled a Baptist church where the scripture wasn’t being projected on the screen. The pastor later explained it was to encourage members to bring their Bibles.

He told the minister that most newcomers, especially if they are first-time church goers or returning after years away, don’t arrive with Bibles.

“Never assume anything,” he said. “It’s always someone’s first time.”

‘Those four words are key’

crossroads-church-indoor-directoryAtkinson said he and some churches are criticized for placing too much emphasis on welcoming ministries and making good first impressions on guests.

But that focus has a firm grounding in scripture because the Bible emphasizes welcoming the stranger and making disciples.

“It’s thoroughly biblical,” Atkinson said. “God takes that very seriously.”

In order for churches to make disciples, guests have to return after their first visits, he added.

That’s why it matters so much that ushers do more than just open doors for people or provide bulletins, he said. Long lines to drop off children should be prevented and security should be visible, coordinated and competent.

These and other practices communicate that the church cares about their guests, he said.

“Never assume anything. It’s always someone’s first time.”

It’s critical because most churches have at least one visitor on any given Sunday. And most of them form their impressions about a church in the first 10 minutes.

“The majority of churches don’t get this.”

Most of his clients do get it, however, and are eager to learn as much as they can from his objective observations. Usually, either the lead or executive pastors alone know he is on campus on a Sunday morning, sometimes both.

“It’s totally secret” and that has led to run-ins with church security and other members suspicious of his activities.

Atkinson said he has written a book, due out this fall, titled Secrets of a Secret Shopper. It offers practical hints for the smaller churches that cannot afford to hire him.

One of those tips is to use the question “may I help you?” with anyone who looks lost or suspicious.

If a visitor is up to no good, it will usually deter them. If they are confused about where to go or what to do next, it provides an opportunity to be welcoming.

“Those four words are key,” he said.

Share this:

  • Click to share on Twitter (Opens in new window)
  • Click to share on Facebook (Opens in new window)
  • Click to print (Opens in new window)
  • Click to email a link to a friend (Opens in new window)
  • More
  • Click to share on LinkedIn (Opens in new window)
  • Click to share on Reddit (Opens in new window)
  • Click to share on Tumblr (Opens in new window)
  • Click to share on Pinterest (Opens in new window)
  • Click to share on Pocket (Opens in new window)
  • Click to share on Telegram (Opens in new window)
  • Click to share on WhatsApp (Opens in new window)
  • Click to share on Skype (Opens in new window)
Tags:George BullardFaithSoaring ChurchesThe Columbia Partnershipsecret shoppersecret worshiperGreg Atkinson
More by
Jeff Brumley
Read Next:

Members of Florida church required to sign ‘biblical sexuality’ statement or be removed from membership

NewsMark Wingfield

More Articles

  • All
  • News
  • Opinion
  • Curated
  • The church must show the world a more excellent way of nonviolence

    OpinionRodney Kennedy

  • Museum of the Bible to host Wednesday morning event to pray for God’s judgment on America, and breakfast is not included

    NewsMark Wingfield

  • National Prayer Breakfast gets new sponsorship but still looks like government-sponsored religion, BJC leaders say

    NewsJeff Brumley

  • del Toro’s Pinocchio is a tale of faith that is not wooden

    AnalysisRick Pidcock

  • Zimbabwe Theological Seminary names new principal

    NewsBNG staff

  • What happens when church and state merge? Look to Nazi Germany for answers

    NewsJeff Brumley

  • Church historian Richard Hughes reflects on a lifetime of ‘Troublesome Questions’

    OpinionTed Parks

  • Reverend Roboto: Artificial intelligence and pastoral care

    AnalysisKristen Thomason

  • What churches could learn from the Pub Choir phenomenon

    OpinionMike Frost

  • Southwestern Seminary student arrested for alleged ‘felony sexual assault’

    NewsMark Wingfield

  • Trial date set for Patterson and Southwestern versus Jane Roe

    NewsMark Wingfield

  • Living into lament: A white response to the killing of Tyre Nichols by police

    OpinionRobert P. Jones

  • Faith groups must fight online hate, Interfaith Alliance urges

    NewsJeff Brumley

  • Of church cemeteries, pulpit committees, crafts and sweet potato casserole

    OpinionChris Ayers

  • Colorado cake maker back in court, this time for refusing service to a transgender woman

    NewsMark Wingfield

  • Of Margie, mountains and ‘El Shaddai’

    OpinionBert Montgomery

  • For every critic of Jesus and John Wayne there are many more positive responses Du Mez says

    NewsJeff Brumley

  • What I learned from meeting Martin Luther King in Louisville and Josie in Hopkinsville

    OpinionBill Thurman

  • Bob Banks, longtime SBC missions leader, dies at 91

    NewsMark Wingfield

  • On the baptism of our firstborn

    OpinionEmily Hull McGee

  • Members of Florida church required to sign ‘biblical sexuality’ statement or be removed from membership

    NewsMark Wingfield

  • Eight months later, there’s renewed interest in Adam Hamilton’s video on why he’ll remain a United Methodist

    NewsMark Wingfield

  • Life post-Roe: Is there middle ground between religious liberty and medical freedom?

    AnalysisMallory Challis

  • Has virtual worship actually harmed Christianity?

    OpinionSara Robb-Scott

  • 165 religious leaders plead with White House to abandon immigrant travel ban

    NewsJeff Brumley

  • Museum of the Bible to host Wednesday morning event to pray for God’s judgment on America, and breakfast is not included

    NewsMark Wingfield

  • National Prayer Breakfast gets new sponsorship but still looks like government-sponsored religion, BJC leaders say

    NewsJeff Brumley

  • Zimbabwe Theological Seminary names new principal

    NewsBNG staff

  • What happens when church and state merge? Look to Nazi Germany for answers

    NewsJeff Brumley

  • Southwestern Seminary student arrested for alleged ‘felony sexual assault’

    NewsMark Wingfield

  • Trial date set for Patterson and Southwestern versus Jane Roe

    NewsMark Wingfield

  • Faith groups must fight online hate, Interfaith Alliance urges

    NewsJeff Brumley

  • Colorado cake maker back in court, this time for refusing service to a transgender woman

    NewsMark Wingfield

  • For every critic of Jesus and John Wayne there are many more positive responses Du Mez says

    NewsJeff Brumley

  • Bob Banks, longtime SBC missions leader, dies at 91

    NewsMark Wingfield

  • Members of Florida church required to sign ‘biblical sexuality’ statement or be removed from membership

    NewsMark Wingfield

  • Eight months later, there’s renewed interest in Adam Hamilton’s video on why he’ll remain a United Methodist

    NewsMark Wingfield

  • 165 religious leaders plead with White House to abandon immigrant travel ban

    NewsJeff Brumley

  • Ministry jobs and more

    NewsBarbara Francis

  • Knowing a church’s history on slavery can be a nudge toward redemption, historians say

    NewsJeff Brumley

  • Sandra and Andy Stanley: ‘We’re not perfect parents, but we’ve learned some things along the way’

    NewsMaina Mwaura

  • United Methodists on alert for dissidents ‘poaching’ members and pastors

    NewsCynthia Astle

  • The other speech Martin Luther King gave at Southern Seminary in 1961

    NewsMark Wingfield

  • Faith-based leaders discuss the good, the bad and the ugly of Biden’s proposed border policies

    NewsJeff Brumley

  • U.S. churches more likely to have adult and youth education programs than interfaith or ecumenical work

    NewsJeff Brumley

  • Here’s Johnny! Embattled SBC pastor back in the pulpit and will headline a men’s conference

    NewsMark Wingfield

  • Dan Hobbs, early leader of ABP and CBF, dies at 95

    NewsMark Wingfield

  • ‘Public safety ecosystems’ could help replace nation’s broken criminal justice system, evangelical leaders say

    NewsJeff Brumley

  • Reparations should begin with recognition of human dignity, Delbanco says in 50th annual Jefferson Lecture

    NewsMallory Challis

  • Church of England won’t allow same-sex marriage but may allow a liturgical blessing of civil unions

    NewsMark Wingfield

  • The church must show the world a more excellent way of nonviolence

    OpinionRodney Kennedy

  • Church historian Richard Hughes reflects on a lifetime of ‘Troublesome Questions’

    OpinionTed Parks

  • What churches could learn from the Pub Choir phenomenon

    OpinionMike Frost

  • Living into lament: A white response to the killing of Tyre Nichols by police

    OpinionRobert P. Jones

  • Of church cemeteries, pulpit committees, crafts and sweet potato casserole

    OpinionChris Ayers

  • Of Margie, mountains and ‘El Shaddai’

    OpinionBert Montgomery

  • What I learned from meeting Martin Luther King in Louisville and Josie in Hopkinsville

    OpinionBill Thurman

  • On the baptism of our firstborn

    OpinionEmily Hull McGee

  • Has virtual worship actually harmed Christianity?

    OpinionSara Robb-Scott

  • ‘What can we forgive?’: An interview with Matthew Ichihashi Potts on Forgiveness

    OpinionGreg Garrett, Senior Columnist

  • My father’s faith

    OpinionBrett Younger

  • The apology that never came at Bubba-Doo’s

    OpinionCharles Qualls

  • Trump and his allegedly disloyal white evangelical supporters

    OpinionRobert P. Jones

  • Doom-scrolling, sourdough starter and three kinds of kin

    OpinionJustin Cox

  • Putin needs to be taken down

    OpinionMark Wingfield

  • How my eyes were opened to America’s broken immigration system

    OpinionChristian Vaughn

  • Meditating with Buddhists and other Asian lessons

    OpinionBill Leonard, Senior Columnist

  • The Black resistance tradition and its fight for U.S. democracy

    OpinionDavid Gushee, Senior Columnist

  • Five book recommendations on creation stewardship for 2023

    OpinionDon Gordon

  • Queen Elizabeth was a role model for women in faith and leadership

    OpinionChrystal Cowan

  • Two football coaches went up to pray …

    OpinionPatrick Wilson

  • ‘Grief brain’: The three big deficits of grief

    OpinionLaurie Taylor

  • Prayer might not be enough

    OpinionTerry Austin

  • Mending broken pieces and broken lives with kintsugi

    OpinionPhawnda Moore

  • When my church and I let Jesus down: Jesus in the distressing disguise of the homeless

    OpinionChris Ayers

  • It shouldn’t seem so surprising when the pope says being gay ‘isn’t a crime’ – a Catholic theologian explains

    Curated

    Exclude from home pageBNG staff

  • USCCB official: The church must admit its role in destroying Native American culture

    Curated

    Exclude from home pageBNG staff

  • House bill would limit government authority over religious events

    Curated

    Exclude from home pageBNG staff

  • ‘He Gets Us’ organizers hope to spend $1 billion to promote Jesus. Will anyone care?

    Curated

    Exclude from home pageBNG staff

  • The Rise of Spirit Warriors on the Christian Right

    Curated

    Exclude from home pageBNG staff

  • Twitter reinstated white nationalist Nick Fuentes. He lasted 24 hours.

    Curated

    Exclude from home pageBNG staff

  • In Rare Rebuke, Elaine Chao Calls Out Trump’s Anti-Asian Attacks

    Curated

    Exclude from home pageBNG staff

  • How Southern California helped birth white Christian nationalism

    Curated

    Exclude from home pageBNG staff

  • Extreme Israeli group takes root in US with fundraising bid

    Curated

    Exclude from home pageBNG staff

  • Review: Decolonizing Christianity

    Curated

    Exclude from home pageBNG staff

  • Two Leaders Of The New US House Could Put Baptist Diversity In The News Spotlight

    Curated

    Exclude from home pageBNG staff

  • Making Sweat Feel Spiritual Didn’t Start With SoulCycle

    Curated

    Exclude from home pageBNG staff

  • White Christian nationalism isn’t pro-life. It’s pro-order.

    Curated

    Exclude from home pageBNG staff

  • Stop Using the Bible to Dehumanize Transgender People | Opinion

    Curated

    Exclude from home pageBNG staff

  • Martin Luther King Jr. Was A Saint, But Also Just A Man — That’s The Glory Of It

    Curated

    Exclude from home pageBNG staff

  • A Houston synagogue is tightening security after a woman broke in twice, damaged a Torah and harassed children

    Curated

    Exclude from home pageBNG staff

  • Islamic paintings of the Prophet Muhammad are an important piece of history – here’s why art historians teach them

    Curated

    Exclude from home pageBNG staff

  • Lutherans ordain first Palestinian woman pastor in Holy Land

    Curated

    Exclude from home pageBNG staff

  • 2 States Introduce Radical Bills To Prosecute Pregnant People For Abortions

    Curated

    Exclude from home pageBNG staff

  • Flyers coach Tortorella defends Provorov’s Pride boycott

    Curated

    Exclude from home pageBNG staff

  • ‘Dream bigger’: How weekend marches keep advocates’ fight for Roe v. Wade alive on 50th anniversary

    Curated

    Exclude from home pageBNG staff

  • Rinse, Repeat: Should Believers Be Dunked Again?

    Curated

    Exclude from home pageBNG staff

  • Meet the real Jewish Republican of color being floated to replace George Santos, the fake one

    Curated

    Exclude from home pageBNG staff

  • Florida Gov. DeSantis leads the GOP’s national charge against public education that includes lessons on race and sexual orientation

    Curated

    Exclude from home pageBNG staff

  • Jews, Muslims, Sikhs, and Christians Unite in Support for Apache Fight to Save Oak Flat

    Curated

    Exclude from home pageBNG staff

Conversations that Matter.

© 2023 Baptist News Global. All rights reserved.

Want to share a story? We hope you will! Read our republishing, terms of use and privacy policies here.

  • Facebook
  • Twitter
  • Instagram
  • LinkedIn
  • RSS