Every Friday I dig into the archives and dust off an old post. If you haven’t read it, it’s new to you!
One of our rules of thumb for our First Impressions team is Be proactive, not reactive. In short, that means that we never want a guest to feel the need to ask a question, find a volunteer, or seek out help. We want to be so aware of body language, particular situations, next steps, etc., that we are able to read the confusion and respond appropriately.
But to truly be proactive, we have to ask the question What helps them? What helps a guest get from point A to point B? What helps them feel comfortable? What helps them want to stick?