PEOPLE POWER
By the time you read this the 2010 season will already have started, the Museum being open to the public at weekends from the beginning of March to the end of October. Staffing forms covering both the main event days and all other weekends have been sent to those who helped in 2009. If you have not received a staffing form but can help, particularly on the weekends other than main events please get in touch with Phil Ireland at the Museum, or by e-mail - phil.ireland@wythall.org.uk
Phil Ireland
VOLUNTEERS PERFECTED FOR 2010
Over twenty Museum event volunteers joined the get-together on Saturday 27 February. Dave Taylor opened by reminding us that repeat visitors are easier to attract than new ones so we must continue to look after them. Malcolm Keeley advised that, in the last ten years, the number of visitors had trebled and their admission income quadrupled, with consequent similar growth in shop and cafeteria takings. At one point we achieved 98% 'good or very good' customer satisfaction and the morning was designed to ensure we maintained that reputation.
The volunteers learned about changes to the site and its bus services in 2010 before moving on to discuss handling the public. When invited to suggest which industry we were in, four accurate suggestions were made, none being the bus industry. This is fortunate - any volunteers thinking that the way to satisfy visitors is to reproduce 'On the Buses' are in urgent need of training!
The tips and pitfalls of dealing with the public was a particularly entertaining part of the session. It included the benefits of eye contact and a welcoming smile, and the use and misuse of the famous British sense of humour - a warning to the edgy comedians among us! How to deal satisfactorily with complaints and questions requiring expert knowledge were also dealt with.
Disability training would make another day in itself, but brief tips included staying face-to-face with a deaf person so they can lip read, introducing yourself before offering to assist a blind person, checking that wheelchairs can get along aisles and under a dropped counter provided for them. That person making a fuss in the queue may be autistic or a distressed diabetic desperate for a kick of sugar. In either case, there's a lot to be said for serving them out of turn. And kids … don't touch 'em!
Other bad body language issues included clusters of staff with their backs to the visitors (looks unapproachable and disinterested), poor volume control (shouting always sounds aggressive!), and criticising in public earshot the organisation or its volunteers (surely not?).
Dave stressed the need for more assistance to ensure that the shop and café were open on non-event weekends, and mentioned other opportunities for volunteers such as educational and other group visits, archive cataloguing and private hire crews.
The number of volunteers attending was very gratifying but there are others who would benefit from the advice and confidence provided. If you had to miss this session and would like us to organise another, please let a Trustee know.
The day was completed by visiting another local museum - Avoncroft.
Malcolm Keeley
Chapel Lane, Wythall, Worcs B47 6JX
Tel : 01564 826471 e-mail us
A registered educational charity no 507191
