My historic site is a lot smaller than, I guess, ones like these. We have started to schedule hours for tours, 10:, 11:30, 1 and 2:30. These are for the normal drop-ins off the street (or highway.)The tours are an hour and a half.

When a tour is booked in advance, we require a deposit of half. This seems to keep both the tour group and us honest. A docent is appointed to the tour and whether earlier arrival or later, tries to accommodate them and make them welcome..

I guess I wish that this was a problem where it is now only an annoyance.

We have been doing a lot lately on this website as to "mission statements." My thoughts are that we are there to educate (the visitors) and preserve (the site). Secondly, to teach the children and make them look forward to visiting my site again and yours. It is so rewarding to have a school group during the week and on the weekend have the child bring the rest of his family.

I am sure we all had personal experiences with historic sites and how we were turned away or made to wait. Mine was in England with a Beefeater guard. I vowed my visitors wouldn't be treated badly because of statements like, "I have to take my break now."

Or even the worse case, arriving at a site and finding it closed when it was suppose to be open.

Bill Maurer

Gomez Mill House

www.gomez.org.

-----Original Message-----
From: Museum discussion list [mailto:[log in to unmask]]On Behalf Of Lori Allen
Sent: Friday, February 15, 2002 4:12 PM
To: [log in to unmask]
Subject: Re: Visitor Services Question (gripe)

When I was a docent, if a group arrived 10 - 15 minutes late, their tour was 10-15 minutes shorter than the allotted time. If the arrived 20 or more minutes late, they forfeited their tour time unless they has some unusual circumstance and notified us (via cell phone). In that one instance (the bus broke down), we were able to accomodate them, but we had made them no promises at the time of the call.

I like the letter idea a lot. I might also consider keeping track of those who don't show and requiring deposits when they attempt to schedule a tour again.

Lori Allen,
Grad Student, UMSL

-----Original Message-----
From: Museum discussion list [mailto:[log in to unmask]]On Behalf Of Christine Dwyer
Sent: Friday, February 15, 2002 1:56 PM
To: [log in to unmask]
Subject: Visitor Services Question (gripe)

Colleagues,

We had a large school tour scheduled for this morning, and the group never showed up, nor did they call to cancel. In order to accommodate the group, I had scheduled volunteer docents and paid part-time staff to work extra hours. We do not charge admission or for tours, so there is no deposit to hold. I confirmed the tour with the contact two weeks ago. Needless to say, I am quite aggravated and I'm sure we're not the only museum who has experienced this. So, my question is -- do any of you have a letter you send out to "no shows?" Would you share it with us? I want to emphasize the importance of keeping a tour (or canceling it in a timely manner), but I also do not want to burn bridges or scare potential museum-goers away... Responses online or offline are welcome. Thanks.

Christine Dwyer
Stanly County Museum & Historic Preservation Commission
245 East Main Street, Albemarle, NC 28001
Tel: 704/ 986-3777 Fax: 704/ 986-3778

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