It being the time of year that we are looking forward to next season's operations I have a question. What things do you consider to be important in dealing with the public at your museum,tourist railroad,etc. or the places that you visit? This could be anything from the color of parking signs to how the people are treated to the layout of the facilities. We all get in the habit of doing things in a certian way, sometimes it is not the best way. This could provide a way to look at ourselves and maybe make some improvements. If your coments are critical or negitive (which may be the most helpful) PLEASE do not make them in such a way that that they can be attributed to any one place or person.

I suppose we all think we are doing this, but try to make your site inviting and pleasant and commit to a plan of continuous improvement in this respect. One tool, is to take a group of photos and NOT look at them for a few weeks. Then sit down and be critical. Is there a pile of trash that your eye in person filters out because it has always been there? It will tend to leap out in the picture. Why is there a trash can there, right where it will be in everyone's picture? Boy, that peeling paint does not look good. And so on.

On a walkaround inspection, pay excruciating attention to safety issues including tripping hazards, uneven pavement, signage, and access for the public - from the parking lot to the washrooms. That antique brick platform may evoke memories, but not the desired ones if so uneven that a stroller cannot navigate it.

The public may not really care if all your equipment is fully restored, but they will immediately know if their visit was pleasant and enjoyable.

Bob Kutella

What Bob said ... curb appeal is essential. Most people can "read" a place when they drive into the lot. If they don't like what they see, they turn around and go elsewhere.

Here are a couple more ...

Put your most engaging people front and center when it comes to customer contact. Display them like they are your finest piece of restored equipment, because they just may be. THESE people are what your visitors will remember most about their visit. Coach volunteers in customer contact skills. Keep those who can't even fake it away from your visitors. (Please note, "engaging" and "talkative" are not necessarily the same thing. Make sure everybody understands the difference.)

Clean and convenient restrooms. If my wife is not happy, I either come back alone or not at all.

Put storage and restoration activities out of the direct flow of visitors and make sure docents are on hand to intercept, guide, and interpret.

Get EVERYONE'S agreement that whatever the subtext, whatever the feuds, disagreements, unpleasantness going on behind the scenes ... THE CUSTOMERS NEVER KNOW!!!!! I have a commercial videotape that inadvertently managed to capture a violation to this rule. It's ugly! If I didn't so desperately want for them to succeed, I'd never go back.

My thoughts and worth what you've paid for them