Posts Tagged ‘interpretation’
NZx -20th December 2017: Starry night
Naumai
It’s late December and the rata is flowering beautifully on the West Coast, that’s a South Islander’s version of the pohutakawa ‘Christmas tree”!
In Akaroa our lavender fields are bright purple – Akaroa Organics and ready for harvest.
In our last post for the year we’d like to share a recent experience with one of New Zealand’s leading and award winning activity operators. Checking in we were met by two foreign nationals, they were polite but curse. Unfortunately as soon as we were checked in the two staff spent most of the non contact time (about 30 minutes prior to the activity beginning) trying to redesign the retail space in front of the counter so “they could hide from people”. Really? As front line hosts,and the first personal touch-point between visitors and the company, it should be the opposite. What made it so bad was that they were so nonchalant about this, and everyone in the room who spoke good English could understand what they were saying.
Is this really the type of customer experience our award winning companies are delivering?
The actual activity was interesting but really not what it was hyped up to be. Interaction was limited and much of our time was spent looking at machinery. Trying to interpret a static object requires certain skills, especially when those components dominate the overall experience. ]
The power of marketing!
Have a great Christmas/Kirihimete and a very happy 2018!
Ka kite ano
NZx – October 31st : delivering on the promise
Naumai
It’s that time of the year again.Hopefully you have your team in place, well trained and ready to go!
Recently we took part in a discussion with Tai Poutini Polytechnic, employers and others associated with tourism on the West Coast. We discussed the opportunities and issues that involve training those involved in tourism.
Much of the discussion was based on the qualities of a guide. How do you take someone that may have all the necessary technical skill (i.e. hard) but needs coaching on the (so called “softer”) skills of guiding i.e. people management ? I think there was general agreement in the group that the biggest need was in the latter. For example how do you mentor an eighteen year old to lead, inspire, entertain and enlighten a 60 year old visitor from another country?
In this blog we look at some some of the qualities we should be training just about anyone involved in tourism, but particularly guides.
Charm / ātahu
Every person in your group is looking for information and more importantly, entertainment, from their guide. Remember we are now an entertainment centric society. A guide should always be constantly looking for opportunities to charm and involve your group in doing things, rather than just listening.
An active C drive / mātau
You may of course be a very charming person but if you don’t have the mātau then your’e on the back foot from the start. Yes you need to know facts, figures and anything else somebody on a tour might ask you. You also need to be prepared to find an answer and get back to people. Make sure you engage with everyone in the group and facilitate discussion between the group.
Stories / tito
Visitors (some) love hearing facts behind the topic of interest e.g. Tane Mahuta, but above all visitors love their guide to share a personal story about the topic. Stories engage people’s minds and more importantly hearts. Facts alone do not.
Organisation and flexibility / nahanaha
You need to be super organised and flexible if you want to be a great guide. The group will have certain expectations about what the are expecting to see. You need to deliver on those, and make sure your timing for pre-booked events is perfect. At the same time you need to be flexible. If an attraction is suddenly closed you need to find an alternative!
Humour / whakataka
Your visitors are on holiday; they want to be entertained. That includes the use of humour. It’s a skill to be developed but can ease a difficult situation, reassure visitors, make them laugh and add real value to a situation. While jokes are part of this, the most important part is you as the leader facilitating the humour in an appropriate way.
Empathy / aroha
You can be assured that somewhere, sometime, when you have a group something will happen to someone in the group. It may be lost luggage, bad news from back home, a cultural issue,or any myriad of issues. In this situation aroha will get you a long way, make your guests feel valued and can assist in solving the issue.
You can read some other interesting views of the qualities that make a great guide, and a tourism host, here and here!
Ka kite ano
Malcolm
Guiding at Maungatautari
NZx – April 24th: “keeping the clouds and borrowing the moon”
Naumai
Visiting Dunedin is always a great experience. Next time you are there, visit the Dunedin Chinese Gardens. The Gardens reflect the contribution people from China have made, and continue to make, to Dunedin. This is an authentic experience with the picturesque and peaceful surroundings reflecting the spirit of the place and the concept of “keeping the clouds and borrowing the moon”.
Most Chinese festivals are observed by eating a particular food as a custom, and the Dragon Boat Festival is no exception. Zongzi, a pyramid-shaped glutinous rice dumpling wrapped in reed leaves, is the special food eaten to celebrate the day. It has various fillings. In north China, people favor the jujubes as the filling, while the south sweetened bean paste, fresh meat, or egg yolk.
The Dunedin Chinese Garden recently celebrated the legend of Qu Yuan, and integral part of world-wide Dragon Boat festivals. A fun family day was held with different events based around this fascinating legend. As part of celebrating the legend, the Garden’s also offered visitors the chance to try Zongzi.
Our order taken we sat in the Tea House listening to melodious singing from Tai Chi exponents. The pork Zongzi arrived but on unwrapping the glutinous rice was cold and uncooked. A new dish eventually arrived but again fell well short of an authentic warm dish. The staff did recognise the issue with a free gift which helped, but the experience failed to maximize the cultural opportunity and link to the event.
In the competitive field of visitor experiences you get one chance to make a great impression. This is even more so when you are dealing with cultural experiences. The opportunity to introduce visitors to authentic cultural based food was missed – the experience reflecting negatively on our otherwise good experience.
Ka kite ano
Zongzi
NZx March 25th: the pace of change
Naumai
There is no doubt that the pace of change in New Zealand tourism is continuing to grow: everywhere you look there are more visitors out there experiencing what NZ has to offer. A recent trip to the West Coast confirmed that. Even a site like Oparara http://www.karameainfo.co.nz/oparara-basin/ was very busy.
Some of the tourism issues have or are being well debated. Issues such as freshwater, overcrowding at key sites, climate change and visitor levy’s are all part of the current “conversation”.
On a broader level, but very closely aligned with increasing tourism, a number of issues were highlighted last year by Jan Wright, Commissioner for the Environment. Wright raised four key issues: climate change, slow progress in marine protection, lack of trees on unstable hill country, and concerns over the future of our wildlife.
She made the interesting point that environmental issues, rather than separate domains (air, land, marine, climate and fresh water), should form the basis of the shared story. This more holistic approach makes common sense.
Wright’s comments reflect the split in the key debates, and lack of an holistic approach, being canvassed over NZ tourism, the environment and business.
Mayor Goff’s accommodation tax being one such initiative.
A wider, holstic example is the recent study identifying Rakiura’s Port Pegasus for a potential new salmon farming enterprise http://www.stuff.co.nz/southland-times/news/90883538/Stewart-Island-chosen-for-possible-new-aquaculture-project . This central-government funded programme involves Ngai Tahu, the Department of Conservation, the Ministry for the Environment, the Ministry of Primary Industries and the Ministry of Business, Innovation and Employment. Sorry – where is tourism in that mix? Its unbelievable that tourism opportunities are currently heavily restricted in Pegasus yet an industry with doubtful environmental credentials is being supported.
NZ tourism is entering a sensitive phase, particularly in regard to the potential effects on local communities of such growth and the shutting out of potential added value tourism opportunities.
Ka kite ano
Malcolm
Visitors on Rakiura/Stewart Island
NZx November 15th : Underdone
Naumai
The West Coast relies heavily on tourism to sustain and develop it’s future. Recently we visited the West Coast Tree Top and cafe walkway, not far from the picturesque Lake Mahinapua – and about twenty minutes from Hokitika.
First appearances were far from bright. It was simply pouring and there surprisingly no option to drop anybody alongside or in a sheltered canopy. Our mood wasn’t helped when we had to wait for the staff to actually greet us – they were too busy talking to each other.
The walkway itself had lots of potential to be improved. The structural components of the walkway were fine but the visitor experience could have been greatly enhanced. The panels were simple but okay but so much more opportunity to enhance the experience through some immersive experiences. Wildlife is great when its there, but when its not….
Our visitor experience was further downgraded on the way out. The walk through the compulsory gift shop came to a sudden halt when we struck the main exit door – it was locked. Still 30 minutes before closing and while most people would have been trying to get in we were simply trying to get out! Staff, looking suitably embarrassed, eventually came to allow us out…
The visit was in November. I hate to think what sort of visitor experience this would be in the peak of summer, and the visitor season.
Ka kite ano
NZx September 19th: Authentic
Naumai
One of the challenges for attractions is to keep the visitor experience fresh and alive. Regular change and emotional connection is a necessity of designing successful visitor experiences.
While Tilden’s https://prezi.com/s1qrbgvpu7ik/tildens-principles-of-interpretation/ principles of interpretation were written in the late 1950’s they still apply today.
Without provocation the visitor experience risks being compromised and becoming purely a source of information – after all interpretation (the art of sharing stories and experiences) is not information!
Visiting the indigenous Tjapukai Cultural Centre in Cairns recently was case in point. There has been some attempt to use Tildens principles, particularly in the areas of reveal and age related experiences. Unfortunately the low point came when we were served “authentic” bush tucker – at a table complete with porcelain plates and in cups made in China. The damper was more like commercial bread. This was probably an attempt to placate potential food safety concerns, but it may also be an attempt to cater to the large wholesale group demands.
Whichever it was definitely not an authentic experience, and did little to provocate our thinking on indigenous foods!
Visiting Tjapukai ten years ago was a highlight of the Queensland experience. We were emotionally moved but this time the sanitized experience left us cold.
Ka kite ano
indigenous food at Tjapukai Aboriginal Cultural Park
NZx June 12th: Xrated
Naumai
Recently I attended TRENZin my capacity as GM at Sanctuary Mountain.
It had been a number of years since I had attended this international trade show. The time at TRENZ was a great opportunity to reconnect with old friends, develop new business opportunities and appreciate the breadth and scale of tourism in New Zealand.
However I was struck by the sameness of the product on offer and in many cases the same product (although packaged differently) in a number of different locations around the country. How many variations of zip-lines do we really need in a country as small as NZ?!
Wouldn’t it be great if each of our regions was able to truly focus on their points of difference, the attributes and experiences that can only be found in that region.
Not only would that enhance the range of products on ‘offer” but would also further drive our visitors into the regions. Imagine marketing NZ as a series of sub-themes (highlighting regional differences) based around 100% NZ.
The further development of initiatives such as airbnb add a distinctive NZ and local flavour, and a point of difference to an already crowded accommodation market place.
Not doing so runs the risk of further enhancing a sense of sameness in tourism – that can be found anywhere in the world. Hotels of course can be a classic example of global quality, but blandness, that permeates much of the industry.
Ka kite ano
Malcolm
NZx March 9th: guiding 101
Naumai
It has been great to get out and spend the last month travelling the country on the Oceanic Discoverer.
As well as getting the opportunity to lecture, guide, interpret and spend time with people from all around the world, you also get to experience NZ Inc from a visitors viewpoint.
We have previously posted on the need for interpreters to do the basics well. Essentially that is to have: well themed, entertaining, engaging and correct interpretation delivered in a passionate way to their visitors.
Over the last four weeks we have accompanied our visitors on some experiences offered by some of NZ’s leading tourism businesses. They do a great job of essentials such as: marketing, providing good equipment, and partially delivering on the promise.
Some don’t do a great job in the essential areas of visitor experiences. particularly guiding/interpretation. Specifically we endured: our guide continually standing at the front of the group and not being heard, our driver twice leaving us in a small van to carry out some personal business, a monotone lecture from another driver on bees which had nothing to do with the experience on offer and our guide (while knowing her material) being less than engaging.
Visitor’s on the Oceanic Discover come from all around the world, travel a long way and spend a lot of money to experience NZ. They have a great experience on the ship but some of our smaller land-based operators are delivering a less than 100% visitor experience.
Ka kite ano
Malcolm
NZx 31st December : random
Naumai
Imagine the scene…….out whale watching on a perfect day; lots of sperm and beaked whales, try flat water, no wind, sunshine.
Perfect combination right? Well almost…..
Unfortunately our guide for the trip liked the sound of his voice a little too much, the over-use of large words and a seemingly random ability to throw whatever he could think of in the mix.
The same experience recently occurred with a coach driver. Talking nearly non-stop in a random, un-coordinated way does nothing to add value to the visitor experience.
Honestly we don’t need to tell our guests everything!
Interpretation needs to be themed, the essential components planned and the delivered in an entertaining manner.
The approach by the guides/driver may contain elements of entertainment (an essential for great interpretation) – but only for the guide or driver concerned. Definitely not for their guests!
Ka kite ano
Malcolm