Church Staff Book Club

In this first episode, we dive into our own book The Come Back Effect and explore why how people feel at church is just as important as what gets done. From parking lots to greeters to follow-up teams, we discuss how emotional intelligence, hospitality, and intentional leadership create environments where guests feel seen, valued, and want to return.You’ll hear:Why great systems alone don’t create great experiencesHow to help volunteers lead with empathy, not just efficiencyWhy church leaders sometimes feel like cogs and how to fix thatWhat it means to be an “emotional bodyguard” for your guestsWhether you’re a solo pastor or on a big team, this episode will help you reframe how your church welcomes people and why that feeling matters more than you think.📚 Book: The Come Back Effect by Jason Young & Jonathan Malm💬 Let us know what stood out. Tag us on social or send us a message!

In this first episode, we dive into our own book The Come Back Effect and explore why how people feel at church is just as important as what gets done. From parking lots to greeters to follow-up teams, we discuss how emotional intelligence, hospitality, and intentional leadership create environments where guests feel seen, valued, and want to return.You’ll hear:Why great systems alone don’t create great experiencesHow to help volunteers lead with empathy, not just efficiencyWhy church leaders sometimes feel like cogs and how to fix thatWhat it means to be an “emotional bodyguard” for your guestsWhether you’re a solo pastor or on a big team, this episode will help you reframe how your church welcomes people and why that feeling matters more than you think.📚 Book: The Come Back Effect by Jason Young & Jonathan Malm💬 Let us know what stood out. Tag us on social or send us a message!

What makes a guest feel welcome at church? Is hospitality a job description or a culture everyone shares?In this episode of the Church Staff Book Club, we dive into Chapter 2 of The Come Back Effect to unpack why church culture isn’t built by greeters... it’s built by everyone. From volunteers and tech teams to senior pastors and worship leaders, your guest experience reflects what people feel before they hear the sermon.🎙️ In this episode, we cover:Why “culture is what people whisper in the lobby”A powerful story about hospitality in rural GuatemalaHow unspoken behavior builds or breaks your church culturePractical ways to help people linger after church (and why it matters)Why the “production mindset” may be killing your margin for meaningful connectionsHow to reinforce culture through stories, not just slogans🛠️ Plus: We explore real, tactical solutions to shift a church culture—from service speed to bounce houses.📚 Book featured: The Come Back Effect by Jason Young & Jonathan Malm👥 Great for: Guest Services teams, volunteer leaders, church staff, pastors, and anyone shaping the Sunday experience.💬 Leave a comment below:What’s one small shift you could make to help your church feel more welcoming?👍 Like | 🔔 Subscribe | 📣 Share with your church team

How well do you really know the people showing up at your church?In this episode of the Church Staff Book Club, we unpack Chapter 3 of The Come Back Effect and dive into the challenge of creating welcoming church experiences. Not just for the crowd you already have, but for the guests God is sending your way.🎯 Whether you’re a guest services leader, pastor, or volunteer, this episode will challenge how you think about hospitality, spiritual assumptions, church culture, and guest comfort.🎙️ We discuss:Why some “welcoming” experiences actually make guests uncomfortableThe difference between demographics and psychographics (and why both matter)How churches accidentally create experiences for staff instead of visitorsWhat foot-washing and awkward song lyrics can teach us about cultural assumptionsHow to spot your real “target” guest and why specificity increases impactWhy signage, language, margin, and pace make or break the guest experienceThe difference between hospitality and service (and why your church needs both)👥 Who this episode is for:Church staff, guest services teams, worship leaders, communications directors, hospitality teams, volunteer coordinators, and pastors who want to build a culture that makes people feel seen, known, and comfortable from the parking lot to the pew.📚 Book featured: The Come Back Effect by Jason Young & Jonathan Malm🎧 Subscribe for a new chapter each week as we walk through powerful leadership books so you never have to learn to lead alone.💬 Question for you:What’s one moment in your church that might accidentally make a guest uncomfortable? How could you tweak it to show care?👍 Like | 🔔 Subscribe | 📣 Share with your team

The guest doesn’t need you to be perfect. They need you to be present.In this episode of the Church Staff Book Club, we break down Chapter 4 of The Come Back Effect and explore why presence beats performance in church hospitality. From the parking lot to the pulpit, your guests can tell when you’re distracted, rushed, or multitasking... and it matters. Whether you’re a pastor, volunteer leader, or on the greeting team, this conversation will help you lead with empathy, margin, and emotional awareness.🎙️ In this episode, we cover:Why multitasking is the enemy of hospitalityHow body language (even your feet) tells people if you’re really listeningThe 4 biggest distractions that prevent us from being fully present:→ Pressure, Pace, Performance, and PeopleWhat to say when you do need to exit a conversation gracefullyWhy Sunday morning presence starts with weekday connectionThe difference between service and true hospitalityHow to train your team to slow down and show up for guests📚 Book featured: The Come Back Effect by Jason Young & Jonathan Malm👥 Who it’s for: Guest services teams, church staff, pastors, volunteer leaders, and anyone shaping the Sunday experience.🛠️ Practical + relatable content for churches of all sizes. No book reading required.💬 Question for you:Have you ever felt like someone wasn’t really listening? How can we make sure our guests never feel that way?👍 Like | 🔔 Subscribe | 📣 Share with your team

In this episode of Church Staff Book Club, Jonathan Malm and Jason Young dive into Chapter 5 of The Come Back Effect: “Think Scene by Scene.” You’ll learn why it’s not just about the stage or sermon, but every transition point guests experience at your church: parking, check-in, kids drop-off, seating, and even how they exit. These in-between moments are often where people feel the most confusion and where churches lose trust without realizing it.Whether you’re a church staff member, guest services leader, or volunteer, this conversation will help you:Understand how guests emotionally experience your church “scene by scene”Map the guest journey to improve hospitality and clarityTrain your volunteers to guide, not just greet, peopleEliminate confusion and frustration from first-time experiencesBecome a helper in someone’s story, not a hindrance📘 Get the book: [The Come Back Effect by Jason Young & Jonathan Malm]🎧 Listen on Spotify, Apple Podcasts, or wherever you listen💬 Drop a comment or DM us with your biggest church hospitality question!

🎯 Mistakes will happen. What matters is how your church recovers.In this episode of Church Staff Book Club, we explore Chapter 6 of The Come Back Effect and talk about one of the most overlooked aspects of hospitality: how you respond when something goes wrong. From check-in meltdowns to crying babies in service, coffee spills, seating issues, and missed expectations, the question isn’t if mistakes will happen, it’s how prepared your team is to respond with empathy and warmth.🎙️ You’ll learn:Why recovery is an emotional skill, not just a logistical fixHow to empower volunteers to act without always needing a managerThe difference between solving a problem and addressing a feelingWhy silence or inaction ruins trust faster than the mistake itselfHow celebrating “off-script” hero moments builds a recovery cultureWhat to say when a guest is frustrated and how to still win them back🙌 Whether you’re a pastor, team leader, or volunteer, this episode is packed with real-life stories, actionable ideas, and powerful reframes that will help you create wow moments even when things go sideways.📚 Book featured: The Come Back Effect by Jason Young & Jonathan Malm🔧 Sponsored by: First Impressions — helping churches welcome guests from first visit to lifelong discipleship.

👉 What do your church’s small details communicate to first-time guests?In this episode of Church Staff Book Club, we unpack Chapter 7 of The Come Back Effect and explore why everything communicates, from signage and cleanliness to sound levels, scent, and even the paper towels in the bathroom. Guests notice details that insiders overlook, and those details shape whether people feel welcome, safe, and like they belong.🎯 In this episode, you’ll discover:Why guests interpret details differently than regular attendersHow small details communicate care, preparation, and belongingThe five senses framework for evaluating your church experienceHow signage, sound, and cleanliness influence guest comfortWhy insiders stop seeing what outsiders feelA simple weekly strategy to improve your church experience over time🧠 Key Insight:Hospitality isn’t about big moments. It’s about doing the small things well, consistently.🙌 Whether you’re a pastor, volunteer leader, or guest services team member, this conversation will help you see your church through fresh eyes and create an environment where people feel at home.📥 Download the Detail Walk Checklist: churchstaffbookclub.com📚 Book featured: The Come Back Effect by Jason Young & Jonathan Malm🤝 Sponsored by: First Impressions... helping churches create meaningful guest experiences.

Welcome back to Church Staff Book Club with Jonathan Malm and Jason Young! In Episode 8, we’re walking through Chapter 8 of The Come Back Effect – our book on church hospitality and guest experience – where we challenge a mindset that quietly keeps people from returning:“Just okay” hospitality.Most churches don’t have bad hospitality… they have forgettable hospitality. And “good enough” doesn’t usually offend anyone—it just silently convinces guests not to come back.In this episode, we talk about the difference between excellence and perfection, why churches unintentionally settle, and how to make small upgrades that build trust and help people feel seen, safe, and truly welcomed.What you’ll learn in this episode:Why average experiences rarely inspire returnThe difference between excellence vs. perfectionism in church hospitality5 common reasons churches settle for “good enough”Why hospitality is about the welcome, not the production valueSmall, practical upgrades that make church feel intentional (without a bigger budget)How volunteer presence, warmth, and consistency create memorable momentsWhy guests decide to return based on trust, not polishKey ideas from this episode:✅ Excellence isn’t fancy.✅ Excellence isn’t expensive.✅ Excellence is care.People don’t return because everything was flawless—they return because something felt intentional.SponsorFirst Impressions helps churches create meaningful connections with guests—from first-time visits to lifelong discipleship.Conferences, Academy training, coaching, systems, and proven follow-up strategies: firstimpressions.churchNext Steps📘 We’re nearing the end of The Come Back Effect. Chapter 9 and Chapter 10 are next, then we’ll move to a new book.Have a recommendation for what we should read next? Drop it in the comments or message us on social media.👍 If this episode helped you, like, subscribe, and share with your staff or volunteer team.💬 Questions about hospitality, guest experience, or volunteer leadership? Leave a comment—we’d love to interact.See you next week!

What matters more in your church: policies or values?In this episode of the Church Staff Book Club Podcast, Jonathan Malm and Jason Young unpack Chapter 9 of The Come Back Effect and explore a crucial leadership question:👉 Are you leading your church with policies that control… or values that create trust?While policies protect systems, values protect people. And when it comes to church hospitality, volunteer culture, and guest experience, that difference changes everything.In This Episode, We Discuss:The difference between values vs. policies in church leadershipWhy policies often default to “no” and values allow more “yes”How Disney prioritizes values (and what churches can learn from it)Why volunteers freeze under policy-heavy environmentsHow values empower volunteers to make better real-time decisionsSigns your church may be leading with policy instead of careHow to create clear, practical ministry values your team can actually live outWhy values humanize rules without creating chaosKey Takeaways:✔ Policies create consistency✔ Values create trust✔ Policies protect systems✔ Values protect peopleWhen your volunteers understand what matters most, they won’t need a rulebook for every scenario. They’ll respond with wisdom, care, and clarity.And in church ministry, response matters.If you lead volunteers, oversee guest services, or want to improve your church’s first impressions, this episode will help you build a culture that’s aligned, empowered, and intentional.📘 Book: The Come Back Effect🎧 Podcast: Church Staff Book Club🤝 Sponsor: First Impressions – Helping churches create meaningful guest experiences (firstimpressions.church)

What if the secret to an unforgettable guest experience started before anyone walks through the door and had everything to do with how your volunteers feel about themselves?In this final episode of Season 1, Jonathan Malm and Jason Young wrap up The Come Back Effect by diving into one of the most overlooked principles in church hospitality: volunteer significance. It's not enough to build smooth systems and polished experiences. If the people delivering that experience don't feel meaningful in what they're doing, guests will feel it too.In this episode, you'll learn:Why treating volunteers as tools to get things done quietly destroys your team cultureHow one volunteer turned down a higher-paying job because his volunteer role meant that much to himWhat it looks like when a volunteer truly owns their role and how that transforms guest interactionsPractical ways to help your team see that even small moments of hospitality carry eternal weightWhy accountability is actually an act of care — and how to have those hard conversations with volunteersHow to build a culture where significance is celebrated, not just resultsWhether you lead a guest services team, a small group, a kids' ministry, or a choir... this episode will challenge and encourage you to pastor your volunteers, not just manage them.📥 Download the free The Come Back Effect Toolkit at churchstaffbookclub.com📖 Next season: The Emotionally Healthy Leader starting next week!

Season 2 is here — and we're diving into one of the most important (and most overlooked) conversations in church ministry: your emotional health as a leader.Jonathan Malm and Jason Young kick off their discussion of Peter Scazzero's The Emotionally Healthy Leader by unpacking the four telltale signs that a church leader is running on empty — and why most of us don't even realize it's happening.In this episode, you'll learn:Why 95% of leaders think they're self-aware — but only 10–15% actually areThe difference between holding binoculars and holding a mirror — and why it changes everything about how you leadWhy prioritizing ministry over marriage (or key relationships) is a losing strategy for everyone — including your churchHow "doing too much for God" can actually be a sign you're running from somethingWhat Sabbath really means — and why a day off isn't the same thingHow to tell the difference between an issue worth addressing and unnecessary chaos you're creating yourselfPlus, Jonathan gets honest about reading Scripture just to find content for SundaySocial, and Jason shares the sobering research on what's actually driving burnout in church staff.Whether you're a pastor, a church staff member, or a volunteer leader, this episode will challenge you to stop pointing the binoculars outward and take an honest look in the mirror.📖 Reading along? Pick up The Emotionally Healthy Leader by Peter Scazzero wherever books are sold.

Every leader has a shadow — the hidden wounds, unconscious patterns, and untamed emotions formed long before you ever stepped into a leadership role. The question isn't whether your shadow exists. It's whether you'll face it before it starts leading for you.In this episode, Jonathan Malm and Jason Young dig into Chapter 2 of The Emotionally Healthy Leader, unpacking one of the most uncomfortable (and most necessary) conversations in church leadership: the parts of yourself you'd rather not look at — and why those are exactly the parts that matter most.In this episode, you'll learn:What "the shadow" actually is — and how it quietly shapes every decision you make as a leaderWhy the cave you fear to enter might hold the breakthrough your leadership needsHow your family system growing up is still running in the background of how you lead todayWhy the shadow shows up differently under stress than in everyday leadership momentsCommon ways the shadow surfaces in church leaders — from conflict avoidance to perfectionism to shutting down contrary opinionsPractical tools to start facing your shadow, including naming your emotions, using a genogram, and seeking trustworthy feedbackWhy shadow work isn't optional if you want sustainable fruit in your ministryJonathan gets personal about his "not yet" defense mechanism, Jason shares how a strength can quietly become a shadow, and both of them make the case that what you refuse to see will eventually lead you.🔗 Want a community of trusted leaders around you? Check out LobbyLabs.co — the coaching community for guest services and connections leaders.