Glenfiddich attracts visitors from around the world, and its senior tour guide has seen it all.
In my folly, I once hosted a tour around Ardbeg. Among others, the party contained my mother, then 80, who had never been round a distillery before, my brother-in-law who was interested in whisky, my sister-in-law who doesn’t drink, and my (then) young niece who was more interested in trying to put a Mars bar into the mash tun than listen to her stupid uncle.
It was nothing compared to what most tour guides have to cope with on a daily basis, but it was instructive as it showed me how hard it is to pitch a tour to suit all levels of interest.
It means being geeky enough to satisfy the whisky lover, but not so far out there that you put off the newbie; it means having a talent to field ‘stupid’ questions, and trying to enthuse people who, let’s face it, are often only there because their partner/ parent likes whisky, or who only came along to the distillery because it was raining. Aye, being a tour guide is not an easy gig.
People pleasers: Tour guides must have the ability to tailor their presentations to all manner of visitor
So, the news that distilleries have invested over £500m in creating ‘world-class tourism experiences’ is welcome evidence of how whisky firms are no longer seeing the visitor centre as a place to sell shortbread and drams, but as part of their whole brand strategy.
That’s all great, but with that shift in focus comes a greater responsibility on the part of the owner to also invest in the people who are on the front line. If the number of tour guides outstrips the number of operators, so the balance shifts.
As a distiller or brand owner you have to ensure that the front of house staff are aware of every part of the process. They need to know when to engage the big guns of geekery and when to keep it light; they must have the ability to read a group of strangers and know which ones are only there because of the weather and which are a whisky club.
There is more to the job than being taught a script, it means being trained to think on your feet and being able to tell the truth and not some marketing guff created by agencies who have never stepped in the distillery, or faced the challenging demands of a tour group.
It is all very well saying that these days the visitor experience should operate on an emotional level, but the stroppy whisky geeks who want to berate you over your company’s approach to NAS will not be assuaged by your New Age vibes about ‘being’ and ‘feeling’ – they want answers and they want facts, just as the members of the coach party want to know where the toilet is.
This is a difficult and complex job and if the visitor centre is being upgraded so should the training. It is all very well investing millions in the look, but the whole experience falls flat if, in the desire to equip the distillery with all manner of bells and whistles, the brand owner forgets to pay attention to the staff and the complex job they have to do.
Distillery managers and brand ambassadors have superstar status. So should the folk who take the tours, and investment in their training should be uppermost. You can’t have a superstar chef in the kitchen but untrained front of house staff running the restaurant.
It’s not just spending more money on better facilities, or amazing merch, or distillery bottlings, it is about investing in people and training to ensure that they know the history, the process (inside out) and where the flavour in the final whisky comes from. They are the real brand ambassadors.
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