Matthew --

Count me among those who never intended to refer to "Visitor Charter" as a
legally binding "Bill of Rights," but rather as an institutional commitment
to good customer service.  If any of my comments were thus misinterpreted, I
apologize, and also accept my share of the blame.

I agree with you, function is vastly more important than form.  I would like
to believe that an institution that went to the trouble of drafting a
customer service charter would then back it up with enforcement -- that the
manager of the slack-jawed, gum-chewing front-line staffer would be able to
say something more meaningful than "I just don't think that looks good;"
rather, they can point to a document from the Board or the Director that
says "you WILL act professionally; now shape up or move out!"

I of course recognize that such enforcement is not guaranteed, nor would it
be automatic or consistent.  But I do believe that if a museum puts its
mouth where its money is -- puts in writing a definition of what customer
service means to them -- will be more likely to strive, however imperfectly,
towards that goal than the museum that never bothered to write a definition
or set a goal in the first place.

Colin --

We have that commercial in the US too.  Thanks for the chuckle.

Eugene Dillenburg
Lead Exhibit Developer
Philippines Coral Reef Exhibit
John G. Shedd Aquarium
1200 S. Lake Shore Drive
Chicago, Ill.  60605

V: (312) 692-3136
F: (312) 939-8001

The day is fast approaching, if it is not already here, when 51% of all
museum directors will be unable to remember what all the fuss was about."

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