Sixty-one Eurekans showed up at the Auditorium for three presentations of First Impressions, a workshop focused on making a positive first impression with visitors and customers, led by Cassie Crane, Tourism Development Consultant for the Arkansas Department of Parks and Tourism. She made one presentation on Tuesday, Sept. 5, and two more on Sept. 6. Thirty-three attended the Tuesday workshop, eight came the next morning and 20 attended Wednesday afternoon.
Crane pointed out Eureka Springs is “all about tourism,” and goals of the workshop were to remind business owners and employees of superior guest service skills, and how important the tourism industry is to the entire state.
She said tourists like local trivia, so knowing some interesting history about the town is helpful in establishing a rapport with visitors. If you want them to come back, act like it, she said. She asked audience members to put themselves in the shoes of the tourists to see how they would want to be treated.
Crane said angry guests want your attention for something, and it might not be anything you can control. Ask what you can do to make things better and actively listen. The customer is not always right, but deserves to be heard. Remain calm and do not take the issue personally. Being defensive does not help, either. Crane said if a merchant acknowledges the customer’s feelings and deals with the problem, the merchant might have a customer for life.
She commented international guests might have difficulty with our language, but they are not hard of hearing. Speaking louder does not make English any easier to understand. More important is to speak clearly in an even tone, and body language might communicate much of what you need to say.
Not all businesses are childproof, but it is important to consider there will be children visiting your shops. Kid-friendly activities at their level might ease the parents’ shopping experience.
Crane noted tourists often ask where to eat or what to do, so it is handy to be knowledgeable of the area and able to give good directions. She also stated good customer service means leaving personal stuff somewhere else. Gossiping or complaining is not what will bring customers back.
Crane stated that appearance matters, including the look on your face, posture, and attitude.
She concluded by saying Eurekans should be proud to live and work in such a unique town, and the kind of customer service the visitors receive has a big impact on the local economy.
The presentations were co-sponsored by the City Advertising and Promotion Commission. Paula Martin, CAPC office manager, said they were disappointed more people were not able to attend, but the CAPC intends to continue offering workshops of interest.