In the mid 1990s, I made a major career pivot and began serving churches as a Business Manager. Over the next 30 years, across four different churches, I kept finding myself in the same role — leading Guest Services. It turned out that everything I had learned about treating customers well translated beautifully into how we welcome church members and first-time guests.
My first Guest Services experience was humble by any measure. A small church of about 100 people, a rolling desk in the foyer, and a stack of brochures. But something about that simple act of showing up to greet people lit a fire in me.
That fire grew!
Over the years, I went from that little rolling desk to writing volunteer training manuals, managing scheduling software for over 100 volunteers, and overseeing three large guest greeting stations for a church of 1,000 in attendance. The scale changed — but the mission never did.
Along the way, I discovered what actually makes great customer service work. It isn’t a system, a script, or a greeter with a big smile. It’s hospitality — genuine, intentional, other-centered hospitality.
I began writing training materials for our Guest Services ministry, then moved into speaking and training others on how to create a WOW experience for guests. The more I taught it, the more passionate I became. And the more passionate I became, the more I realized the need extended far beyond the church walls.
We live in a rude world. Common courtesy feels increasingly uncommon. And I kept thinking — what if intentional hospitality could be the interruption that changes that?
That question became a blog.
The Interruption is about exactly that — how hospitality can be the change our culture desperately needs. There’s also training available dedicated to helping congregations create truly memorable experiences for every guest who walks through their doors.
Will it change the world? Maybe not. But I believe that when we choose to be intentionally hospitable — in our homes, our workplaces, our neighborhoods, our churches — we change the space we occupy. And that’s worth writing about.
Hospitality is the interruption we need. Let’s see what happens.
The challenge: Start right now practicing hospitality in easy and simple ways.
Ask yourself: how can I make the space I occupy fun and light and easy wherever I am .
