The Come Back Effect by Jason Young and Jonathan Malm is a guide to hospitality primarily for churches, but certainly relevant for businesses as well. In 10 chapters the authors review ways organizations can show a level of service and welcome that goes beyond expectations. “Empathy” would summarize the core of what makes a positive impression. Thinking through things from the perspective of a visitor rather than merely considering the tasks that need to be covered is the basis for most of their points. Although there was some questionable scriptural interpretation (c.f. p. 62 regarding divisions in the church at Corinth), I found the basic concepts solid. The authors are definitely writing from a mega-Church context so pastors of smaller congregations will need to adapt some of the examples, but this is a book I’ll be passing on to several of our leaders and plan on using it in training our greeting team.

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