Three hours of deeply intense historical explanations about Renaissance art may kill them but...
They know nothing; zero! They might know something about Michelangelo but that's it, nothing more! Unbelievable!!
Guides - Maybe some of you have never actually said this but you have probably thought it about some of your customers, haven't you?
Yes, it is more or less true that many Americans, Britons, Australians and my own fellow Irishmen are relatively uninformed about Italian art and the country's history. However, is this any more surprising than many Italian people's limited geographical, historical and cultural knowledge of America and other Anglo-Saxon countries?
For example what is the Capital of Arizona. What famous companies are based in Seattle? Actually, where is Seattle? Who developed the mass production of motor cars? In what circumstances did Abraham Lincoln die? Really!! You don't know the answers to these simple questions. Incredible!!!
Obviously one's own historical and cultural knowledge tends to relate to where you are from and how you have been conditioned by your schooling, as well as the society you belong to.
All guides want to offer tourists the best possible experience and you must certainly be well prepared to talk about Rome's historical sites and also answer questions. In fact, questions are the greatest source of stress for many guides: What questions are they going to ask me??? Will I actually understand what he is saying in his Texan accent?? I don't want to make a brutta figura. Help!!!
To improve the customer experience of your tours have you considered reversing the situation? Ask your tourists some questions.
If you want to make your guests feel special, particularly as they are your paying customers, it's a good idea to personalise the conversation and empathise. Be prepared to let them talk and be curious about their lives. For example, many Americans are chatty and informal. They sometimes like to tell you where they are from and maybe share some photos of their grandchildren or their Harley Davidson motorbike.
Three hours of deeply intense historical explanations about Renaissance art may kill your tourists but chatting about normal everyday life breaks down cultural barriers and helps people relax and enjoy themselves. Spending even a few minutes by showing genuine interest in their lives is a very generous act and exemplifies an excellent level of customer service.
In conclusion, the greatest tour guides are not the most knowledgeable academics; but those who can adapt their own expert knowledge to their actual audience and enrich their tours with plenty of empathy.
PS: (Gentle suggestion) This winter, as well as increasing your knowledge of historical Rome, consider doing some research on where your customers come from. It will certainly make a bella figura.
Guides - Maybe some of you have never actually said this but you have probably thought it about some of your customers, haven't you?
Yes, it is more or less true that many Americans, Britons, Australians and my own fellow Irishmen are relatively uninformed about Italian art and the country's history. However, is this any more surprising than many Italian people's limited geographical, historical and cultural knowledge of America and other Anglo-Saxon countries?
For example what is the Capital of Arizona. What famous companies are based in Seattle? Actually, where is Seattle? Who developed the mass production of motor cars? In what circumstances did Abraham Lincoln die? Really!! You don't know the answers to these simple questions. Incredible!!!
All guides want to offer tourists the best possible experience and you must certainly be well prepared to talk about Rome's historical sites and also answer questions. In fact, questions are the greatest source of stress for many guides: What questions are they going to ask me??? Will I actually understand what he is saying in his Texan accent?? I don't want to make a brutta figura. Help!!!
To improve the customer experience of your tours have you considered reversing the situation? Ask your tourists some questions.
If you want to make your guests feel special, particularly as they are your paying customers, it's a good idea to personalise the conversation and empathise. Be prepared to let them talk and be curious about their lives. For example, many Americans are chatty and informal. They sometimes like to tell you where they are from and maybe share some photos of their grandchildren or their Harley Davidson motorbike.
Three hours of deeply intense historical explanations about Renaissance art may kill your tourists but chatting about normal everyday life breaks down cultural barriers and helps people relax and enjoy themselves. Spending even a few minutes by showing genuine interest in their lives is a very generous act and exemplifies an excellent level of customer service.
In conclusion, the greatest tour guides are not the most knowledgeable academics; but those who can adapt their own expert knowledge to their actual audience and enrich their tours with plenty of empathy.
PS: (Gentle suggestion) This winter, as well as increasing your knowledge of historical Rome, consider doing some research on where your customers come from. It will certainly make a bella figura.
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