Day 12: Mirror Mirror
Guests like to ask the front desk staff for ludicrous requests and bits of information. Examples include, exchange rates for Finland, requests to cut their hair, and how to pack a bow and arrow set for flights. My coworker and I developed two different approaches to dealing with ridiculous guests. My approach is to slow my speech, appear doe eyed, and act stupid. I figure that the guest already thinks that I am young and stupid, so I play up this fact.
My coworker developed the perfect mechanism to cope with guests. She mimics them. She adopts their speech patterns and cadence. If they are loud and boisterous, then she is loud and boisterous. If they are overly sweet and condescending, then she is overly sweet and condescending. The results are amazing. Once the guests hear themselves reflected in her speech, they change into a normal speaking voice.
Often I wonder if the guests know that they sound ridiculous. She proves that even the guests don’t like to spoken to in the way that they speak to us.
Below is an example of a conversation between a front desk staff and a guest.
Hope that this aids your survival.
Good luck. Godspeed.