How Being a Tour Guide Makes Me a Better Consultant

Last Fall, I signed up to become a tour guide at our local County Park, which is both the site of multiple American Civil War engagements and a certified Wildlife Habitat. I’d been meaning to do this for a while, as I had been looking for opportunities to volunteer (consulting doesn’t always lend itself to committing to a regular schedule) and to indulge in my interest in military history.

As I am preparing for the Spring Tour Season, I’ve had the chance to reflect on my efforts this Fall to skill up and contribute and my work this Winter to gain and retain more knowledge, I realized that there is much that goes into being a tour guide that also applies to consulting. And my goal is apply the skills I'm gaining as a tour guide to help me grow as a consultant.

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1.?????? Be patient: Not everyone who comes to the park is looking for a Civil War battlefield tour. Many are there to use the walking trails, get exercise for themselves (and maybe their dogs), or take advantage of a largely-unspoiled green space.

That didn’t mean I shouldn't welcome visitors, offer shade under our tent, or ask if they had any questions. Several didn’t realize that the park was a Civil War Battlefield and some spoke of coming back for a tour at a future date.

Not everyone needs what you’re offering now. But being open and engaging, and being ready when they do, all go a long way. And when they DO need what you’re offering, they’ll know to contact you.

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2.?????? There’s always more to learn: I wasn’t giving any solo tours on my first day at the park. Prior to signing up, I had a cursory knowledge of the events that took place, but I realized how much more I needed to learn. I even realized that some of the encounters had come up in books that I’ve read and I hadn’t quite connected the dots. I’ve been out with veteran tour guides (one of whom gifted me a VERY comprehensive binder).

While I’ve learned a lot more over the past few months, I’m continuing to read and study to make sure that I can answer questions. I also know that I can rely on my binder (or fellow tour guides) if something comes up beyond what I know.

Keep learning, and stay curious. Keep up with what the latest perspectives and research show, and make sure that you are as informed as possible, and where to go if you need more information.

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3.?????? Have a plan, but be flexible: our tours can range from 30 minutes to 2.5 hours depending on how deep folks want to go, and tours can be more than a mile across open fields. When it’s hot, it’s important to keep people out of the sun for long stretches. You also need to monitor your tour group-if folks are looking hot or tired, it’s OK to scale things back and spend more time chatting or allowing the group to cut things short. This isn’t about me showing off how much I know, it’s about helping others learn as much as they want to and hopefully get something out of the experience.

Be ready to tailor what your clients’ needs are insofar as you can. Don’t assume there is only one way to do something, or that everyone is looking for the same thing.

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4.?????? Encourage questions: When you’re giving a tour, it’s important create an environment where questions are strongly encouraged and to pause at various points to see if there are any questions. Keep your stakeholders engaged and give them a sense of ownership. It’s a chance for you to learn, and a chance to help make sure that you’re not overlooking anything.

Make sure you are seeing multiple perspectives and focusing on what matters to your clients. And look for them to confirm their understanding and to see where they want more information.

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5.?????? Clarify expectations: When someone asks about (or registers for) a tour, we ask how much time they have/want to spend and how familiar they are with the events that took place. If they are very familiar, we skip the preamble (or at least cover it quickly) and focus on pointing out the specific locations and getting to a level of detail that they are looking for. Some visitors are looking for the high points that may take 30-45 minutes while others want a detailed explication of troop movements, decision making, etc.

Knowing what your clients are expecting and what success looks like to them at the beginning helps ensure alignment between the client and the project delivery team.

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6.?????? Ask for feedback: at the end of the tour, we ask how the tour went for the visitors and if they have any suggestions on other ways we can improve. Hearing from our visitors helps us deliver better tours, whether it’s through changing our route, being more prepared to discuss certain topics, or paying more attention to body language and demeanor.

Focus on continuous improvement and make sure you’re understanding how the experience was for your client. There’s always something that could have gone better and there are things that people really liked that should be a point of emphasis.

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7.?????? There are ALWAYS ways to help: While I was still studying and observing, I was actively exploring ways that I could contribute. One weekend I gave out flyers for the lead guide. Another I did the counting for tour participants to report back. Where I could I'd interject additional information or answer questions about the battles.

Be mindful of how you can participate and where you can add value, even if the core functions are not within your skillset. Ask questions, keep people organized, get coffee, etc. Anything you can do as a junior or senior team member to support your team and your clients will go a long way to making you someone that colleagues want to work with again, and clients want to rehire.

8. Get something out of it: While my focus is on ensuring that the tours I give are entertaining and informative for our guests, I’m also enjoying giving them. I’m spending time with people discussing a subject that I find interesting, and sharing an experience focused on making sense of not only what happened, but why.

Make sure you’re thinking about how your consulting work helps you grow, allows you to be more engaged, and aligns with your own mission and vision.

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Finally, if you’re in the vicinity of Bristoe Station Battlefield Heritage Park between May and October, let me know! I’d be happy to arrange a tour for you.