Top Ten Graycliff Docent Tips!

At the suggestion of Diane Schrenk, President and docent herself, we reached out to a couple of Graycliff docents and asked them for their top tips for Graycliff docents. You've probably developed some yourself...please share through the comments at the bottom of the page!

TOP TEN TIPS FOR GRAYCLIFF DOCENTS

1.      One docent says:  I truly consider each and every person who visits as a "guest" --- and try to treat them as Isabelle would have.   Everyone who visits is a VIP --- you never know who might be on a tour!

2.      Tell guests that Graycliff is a work in progress; come back again and see the changes.  Tell them they are lucky to see the site evolve into what it will become. 

a.      You can say that we don't very often get to see an ongoing restoration.  Many places completely close or completely close off the area being worked on --- we do our best to let our tours see everything.  

3.      Two Differing Opinions:

a.       If you truly want to keep their attention, never stop talking.  As soon as you stop, they will start conversing with each other and you will find it hard to get their attention back.  You are in control, don't give it up. 

b.        Another docent says:  I like to know who is on my tour, where they are from and what other FLW sites they have visited.  This helps me connect with them.   It also promotes connection between visitors. I encourage my tour people to interact with each other --- and I still maintain control .

4.      Be yourself; don’t be stiff or formal (unless you’re naturally stiff and formal...if that’s the case, try yoga!)    Be casual, always smiling and slip in a joke wherever you can. 

a.      When explaining the rules for the tour at the model, one docent sometimes tells visitors that they need to stay together as a group and if there are stragglers he will just have to shoot them.  They laugh but you then he  knows they were listening. 

b.      He sometimes makes a joke about the stylish booties we wear and that they are really trending right now.  

Stylish, trending booties!

c.      Or informing visitors that the only restrooms are in the Pavilion, and that if they use the ones in the house, the visitor will have to clean it out themselves.

d.      Be cheerful and happy and find your individual style.  New docents sometimes get too tied up in telling things at a certain location (and it has to be that way until they develop a style)

                                                    i.     The best way to develop a personal style is to give frequent tours!  The more practice you have, the more comfortable you are, and the most knowledge you have at your fingertips.

                                                   ii.     Find ways to have fun with the tour. Our tallest docent stands in the fireplace and tell peoples people he is 6'6" and weighs 300 lb and that he has never found a fireplace big enough for him to stand in much less have 2 more of him to his right and two more of him to his left and still have enough space for all five dance a jig.

5.      Be a story teller; bring the Martins and Wright to life by making their stories real for the guests.

a.      The more you know, the more you can tell, the more questions you can answer, the more different directions some aspects of your tour can go in.  Never stop learning and researching the history of that period of Buffalo or Wright, or the Martins.

b.      But if a visitor tells you something during a tour (or even another docent you have shadowed), please don’t include that info in later tours…it may or may not be true!  Consult the tour text…

6.         When someone asks a question that you intend to cover a little later in the tour just state "Coming attractions"  and explain that you will get to that in a  few minutes.  When someone again asks a question that you know you are going to cover more in sequence a little later just say "coming attractions"  again and everyone will know what you mean without further explanation.                                                                                                               

              It keeps you from having to get ahead of yourself in your tour, but when you do get to the point asked about, acknowledge the person and ask if that answered their question.  They appreciate your acknowledgment of them.

7.      Don't let yourself be backed into a corner and be out-Wrighted.  Many of our guests think they know more about Wright than we do and some really do.  When asked a question that you are somewhat unsure of, tell them you are not sure but would be happy to check and get back to them on it if they want to leave a phone number or email address (they never do)

8.      Be aware of your guests physical needs. People with canes or limping will likely have trouble completing the tour.  Tell someone with a cane that a golf cart will be on the tour (rather than asking if they'd like assistance or would like a golf cart...just say that the golf cart will be with the tour.)

a.      You've probably noticed that some people are reluctant to use the cart---and this really slows down your tour and the visitors see less than they would otherwise 

b.      So have the golf cart with a driver handy at the start of the tour…or even at the pillars….and the visitor will often climb on board.

9.      Keep your cell phone in your pocket with the Pavilion number (947-9217)  in memory so that when noticed after your tour begins, you can quickly call the Pavilion and ask if someone is available to bring a cart up.  When using your cellphone, make sure you are not roaming on a Canadian tower; a $4.50 charge applies. 

10.   Mention how important our members are a few times throughout the tour…perhaps in specific ways…members have helped contribute with each stage of restoration (windows restoration, landscape restoration,)

 a. Memberships help keep the Estate going each year, such as paying for heating the buildings all winter when there are few tours. 

b. Memberships paid for the golf cart, and paid for the lawn mower, and paid for the annual flowers they see.

a.      Talking about membership only on the Tennis Court generally doesn't work.

 Marcy Workman and George Struebel each contributed the tips above….they each feel that more interaction among docents and volunteers would be valuable.

  Do you?  If so, would you be willing to come to a gathering?

Do you agree or disagree?  Are there more important tips that should be in the TOP TEN? 

   Or should there be a TOP TWENTY, and if so what else? 

                     Feel free to Post a Comment below!