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!
