“I’ve never touched a whale before,” said Fred, our guide. I thought I’d misheard! The tour brochure had several pictures of people touching grey whales. How was it possible that an experienced guide hadn’t gotten close enough to touch a whale? “Usually I’m on the other side of the boat, balancing it when people rush to one side to see the whales,” Fred continued. In that instant, I knew my trip was going to be great because my guide was focused on his clients’ experiences.
Unfortunately, there are many situations where a guide wants to be in the center of the action. They take the best seats or have the best photo-taking angles. I’ve never understood; do these guides think their worth depends upon being front and centre, or are they so carried away with enthusiasm that they push everyone to the side? Regardless, the result is often frustrated customers, and that’s bad for business.
My recent experience with Baja Airventures (see this issue’s Spotlight Article) was memorable because of the quality guiding. Fred, and the other guides, Scot and Andrew, were safety-minded and customer-centered. Travelers expect the first and demand the second. With more people traveling independently, convincing them to pay for a guided trip means guides must know customer service, not just flora and fauna. Companies with guides like Fred, Scott and Andrew are ready for adventure seekers, the others? They can expect complaints, and few referrals.
Carol