Customer respect

Tour guides must avoid using derogatory terms such as ‘punters’ or ‘gumbies’ when referring to customers. We are all customers to other service providers and we should be respectful of those who are paying our wages. Use positive terms such as ‘valued customer’, ‘honoured client’, ‘appreciated guest’, ‘respected patron’ or ‘esteemed passenger’, being careful to be sincerely positive, and not cynical in your approach.

Customers will not appreciate waiting for a late tour guide. Adventure tour leaders must always plan to be early when meeting with tour clients. Safely keeping ahead of schedule ensures some leeway for unexpected delays.

Tour guides must attempt to quickly remember and use customers’ names early in the tour. Everybody loves to hear his or her name, and it shows genuine interest in each customer. Regularly using customers’ names helps the tour group bind together.