A positive approach

Tour guides must always present a smiling face, even in the most adverse situations or conditions. A smiling face gives the customer the impression of approachability and confidence. Show genuine interest in customers, to find common life threads for further discussion and possible links with other customers. Facilitate group sharing in areas of common interest. This helps the group bond and promotes a positive experience for all. However, steer discussions clear of sensitive subjects such as politics, religion, and occupational status. Whenever possible, tour guides should attempt to agree with customers’ viewpoints, rather than vigorously arguing the merits of an opposing opinion.