Hello to another episode of Tour Guide TV and You are hosted with the mosted, Kelsey Tonner.
So today we are gonna talk about that scary, paralyzing moment when a guest is upset and yelling in your face.
Not very fun.
Unfortunately, a lot of tour leaders can panic, do or say things that actually make the situation worse.
So here is where the Taoism comes in. Very famous man named Lao Tzu, the founder of Taoism and generally regarded as a pretty smart dude said
Do not resist for that create sorrow
Let things flow naturally forward in whatever way they choose
Oh it probably didn’t say it quite like that but it did have a pretty sweet beard, this is known.
We as tour guide should not confront or resist somebody who is upset. The most important thing to do is to listen, let them vent and speak their mind completely. And there is no better way to acknowledge somebody’s frustration by saying these two magic words
That’s it. That’s all you need to say to somebody who is upset with you. Not only are you acknowledging their pain but you’re also completely disarming the situation. That means who can disagree with somebody who just said that they are right?
But just to hit this home, after saying something like “You are right”, you know that you really do have to mean them. So great follow up phrases that could work after “You’re right”, something like these
“Gosh, it must be frustrating for you”
“I totally get how this could be frustrating you”
“I get it. I really see how this is making you upset”
Now I hear you out already. Oh oh you want me stand there and that take abuse from somebody and just take that and say “You are right”, uncle friend?
No, definitely not.
You are gonna know, I mean, you are the best person to know if somebody has been upset with you, their yelling has crossed the line into verbal or emotional abuse, physical, anything like that. And if you find yourself in that situation, you need to speak up right away and let that person know that they should stop immediately, that they’ve crossed the line, that you will not be treated this way. Make that very clear.
But you still want me to tell somebody that they are right when they are wrong, huh?
They just gasped on my face and they are wrong, and dumb, and also, they smell.
Here is the secret source.
Just because you said somebody was right doesn’t mean that you are wrong. All you are doing is acknowledging their point of view. Right, let’s face it. If you put yourself in their shoes and you had their expectations and maybe their knowledge or lack of knowledge, you would be just as upset as them.
So there you have it.
By following the wise words of Lao Tzu, we are going to, when faced with an oncoming angry guest, listen very carefully and closely and those are two magic words.
To diffuse the situation
Reduce the stress
Reduce the conflict
And only then will we move on to offer solutions or other points of view. So in the comments below, let me know your experiences with the technique or other ways that you have to diffuse angry customers.