NigelG said:
I found many enquirers lacked even the committment to take up my invitation to ring me to arrange a trip, even though I'd taken time to and effort to answer carefully all their questions in their original letter (pre-wwww). I could never think why. Had I done something wrong? I believe now that such people may be the harder to deal with if they do turn up, because I think that they expect full, "instant" gratification, preferably from others' efforts. I've seen similar elsewhere so it's not confined to caving.
Christine's pre-trip questionnnaires may help to minimise having to struggle with obese or excessively unfit beginners by putting the onus on them to decide if such a pursuit is right for them; or if they think improving their fitness first would be adviseable. It may also encourage the more committed while discouraging the dilettantes who want all the onus to be on the leader.
Even more importantly it may weed out the minority who ignore advice or instruction even when obviously needing it. I've not personally encountered this but I know of one woman who has recently been refused membership of at least two major clubs through risking endangering herself and her team-mates by her attitude.
Obviously most of those who try caving once or twice decide it's not their thing and take up Synchronised Crochet or something instead, but I find it rather sad and a bit offensive when people proudly tell me, "Oh, I've been caving" then it becomes clear that they think Caving is summed up by their few basic trips. If they said they'd tried but didn't like it then, fine: at least that's honest.
Many people now do want and expect others to think for them, be responsible for them; yet want and expect instant, full results or answers with no skill or effort on their part, in many walks of life. Do you caving instructors find many of your clients are like this?
On slowing down the "tigers", I'd suggest flattering them by asking them to "help" - before handing them the rope bag or whatever!
Several points here...I'll have a go at responding (not necessarily in the right order - to quote the great Eric Morcambe..)
With regard to the first type of customer, I had a similar thing a while back where I was working quite hard for a booking which was sporadic with email and quite hard work. Fortunately, it coincided with a meeting with a business advisor and she gave me some good advice which I will never forget....she wafted her hand and said "You don't need people like that. Move on..."
This is a lot easier for me to say and do, doing it as a part timer, than someone earning their bread and butter trying to make a living. The contact went dark on me and, in hindsight, I was glad they did.
The next point, I've never had anyone have any problems filling in a quick form and alarm bells would ring if they did. It shows them I take things seriously and expect them to do the same.
The next point - Please be careful judging people who only try caving once or twice.
I took a couple on a relatively demanding day out for their first trip once as it appeared they were quite fit and did a lot of climbing and mountaineering. They were also scuba divers and keen skiiers. They were not short of cash, quite 'high up' in their professions and seemed to excel at many of their leisure pursuits.
I was keen to get them into a caving club where they could flourish...but they gave me a very, I think, reasonable response, that they were already members of at least 3 other clubs (diving/climbing etc) and just did not have the time to commit to everything they tried their hand at.
They were quite happy to cave once or twice a year, to enjoy it and do it in a stress free way (namely I'd sort the trip/kit for them) - so, there are any number of reasons why people don't 'take it up' - and some are quite reasonable and valid and in no way cast doubt on their ability as a caver. These two were outstanding - but knew that they had enough going on already to commit in a bigger way.
I can assure you their next stop was not crochet......
Maybe I'm lucky in the type of client I get...or maybe I attract a certain type...but my groups get handed a laminated survey at the entrance and are asked to navigate to a certain point in the cave from the get go.
I gave my last group some 'scenarios' to work on i.e light failures, a faked injury where we went through what we would do etc and got all the emergency toys out.
If they thought the were in for a sausage factory follow-my-leader type of thing, they were be a bit (pleasantly) surprised! They had been with me once before and I upped the ante on each trip so that they can progress. One has just started buying her own caving kit and helped herself to a club membership form
I think, rather than assuming clients just want an easy ride and therefore offering one (because, let's face it, follow my leader on the tourist trip is easy on both parts, right?) leaders/instructors should be working their gnadgers off to inspire, teach, educate and motivate at every turn.
If all you want to do is take them on a 'standard' trip because it makes your day easier...fine....but don't expect more than a 'standard' client.
One thing I always try to remember is this:
If you're not finishing the day more knackered than the clients, you haven't done as good a job as you could have.
(I am of course meaning mentally, not physically
)
With regard to asthma, I'm again very lucky that I'm a Paramedic by profession, so I have more insight than most, but for reference if anyone ticked the asthma box it would prompt a phone call from me.
I would ask:
* When did you last have an asthma attack? (some adults/teenagers will state they are asthmatic but they actually only had childhood asthma and may not have had an attack for many years, making them low risk)
* How often do your attacks occur? (Several times a year or more are high risk, once a year, less so.)
*What triggers your asthma? (If it's exertion, think twice. If it's hayfever, they may be Ok underground but keep an eye on them on the surface on the way to the cave.)
I would always insist they take an inhaler with them.
Coupled with the fitness form, you get a much better picture.
On a happy note, here's my lot having a giggle in the emergency shelter. Lovely and warm in there.......