Springis in the Air...

Spring is in the air, so this post is on how one "bad egg" can spoil the roost.

WARNING this post may have some sensitive material from an unhappy visitor, but is only for example purposes and NOT FINGER POINTING.

I was so happy to see the Yelp review that says that reflected how helpful and happy we are to visitors!
Recently, though, we received a comment from a visitor explaining their unsatisfactory visit to the Museum. They were unhappy with several things, but in the first portion they mentioned  they did not receive, nor were offered, a map or daily sheet not to mention a scavenger hunt or i'm here for the youth.


I know there could have been many reasons why this happened, but this is an opportunity for reflection, and now we have a first star to attain for our 5 STAR DEPARTMENT!

To receive our first star we must always provide tools to the visitor to help navigate the Museum to get the most out of their visit. This goes along with our Mission Statement to be a vibrant destination!

 

*First Star*:

Hand out a map and daily sheet to every visitor/group that comes to the Museum and write direction on the map.

This includes groups, members and during free time.

Here is a tip I do:
I rarely offer a map or daily sheet. I always assume they want it and hand it to them. I let them make the decision to leave it or take it with them. This also puts me in the habit of writing on the Membership voucher.
There is an assumption to not hand maps or daily sheets to Members because either they don't want it or they already know the layout.
Don't assume-
Always give or ask a member if they want a daily sheet or map!

I am still seeing people give directions to people and not writing it on the map.
**Remember it takes the same amount of time to write the arrow on the map as you are giving the directions. Be sure to put circle the lobby to remind them where they started.

Think back on the time when you first started here and getting the layout of the Museum was confusing; now add in someone telling you to put a sticker on/ sign here/ buy a membership!! Are you going to remember everything they said?

 

Here is the comment for you to review. I see within the comment other things VS could have done to alleviate some of the other displeasures that occurred in the Museum. Please make comments as to how VS could have helped with this family- besides offering the map- I would like to hear what else we could have done to help because the visit starts with us.

Remember: It does not matter who this was, and I don't want us to try to figure it out, because we have ALL slacked on giving maps/daily sheets to everyone- me included!!

 

My family and I went to the museum today (April 3) and it was an interesting visit.  I was a little put off from the beginning as the person who waited on my husband at the front desk didn't ask if we wanted a map or tell us anything about the museum and we could hear some of the other people at that front desk saying what was good etc.

 

Then, my daughter's small backpack was an issue which when I agreed to carry it as a purse was not a problem.  As it was smaller than many purses and a couple of camera bags I wasn't sure why it was an issue in the first place as my daughter was carrying it like a purse but the nice person at the front put a tag on it if I agreed to carry it.  However, after waiting in line for Da Vinci exhibit it was since she had sketching pens in it.  If there had been a list at the beginning of the line I would have been more understanding but this was at the end of the wait and I (the adult)was carrying the bag. This list talked about cameras water etc not children's art supplies which by the way are sold in your museum store.

 

Also, a museum personnel was a little over the top with my daughter as she was a gallery ahead and I found it unnecessary.  My daughter is more aware of art and museums than most adults and as I didn't see a sign and we were not told that since she was under 13 she couldn't view the galleries without being attached to us not very welcoming to the out of town visitor. 

 

After that I observed that there were very few children in the regular galleries outside of what appeared to be a school group tour.  The children's gallery is a lovely idea but not the only part of the museum that children should be exposed to during a visit.

 

The other issue that just wrapped up the non welcoming aspect was we went to the museum's cafe and wanted to sit outside and we were told it was closed. I asked what hours did it close as there were people eating outside and I was told it was too hot and they were short of servers.  There were two servers serving the people outside and they continued the entire time we were eating. 

 

On that note the volunteers in the museum gift shops were lovely.

 

I have worked for three museums in the past and it was always stressed that the visitors were as an important part as the art or exhibit to the museum structure.

 

You have a lovely museum and hopefully on our next visit it will be more welcoming.

 

PS:
Most comments do not get widely circulated when they go through the correct comment card channel, but this one did not, so many eyes reviewed this comment before it got to me.  Although it was not bad, per se, but how awesome would it have been if this circulated comment being passed around was positive about VS being helpful?
Hence the statement that one bad egg can spoil the roost. All the good comments we receive can have a damper when one of these comes through.
So my suggestion is to treat all visitors the way we want to be represented.
Do I think if we do this that we will never have receive a bad comment again? No, but the chances will be slimmer and when they do have a bad visit at the Museum at least VS was a positive for them. Maybe that will be enough to have them give us another chance.

You are all wonderful at providing great customer service, please keep up the great work!!!