Level 2- Safety Needs
This is where you’ll want to add some safety into your ‘housekeeping’. If you’re in a big city, assure them that they’ll be safe with you, and maybe to keep an eye on their purse just as you would in any other big city.
On a walking tour, you might even want to assure them that while crossing the road filled with crazy traffic might seem intimidating (let’s say, in Vietnam), that you’ll show them exactly how to do it safely and that you’ll be right there with them. Otherwise they’re going to be worrying about what happens when the group has to cross the road (instead of listening).
Again, doing this at the beginning of the tour will stop them from worrying in their heads about what they’ll do if the group crosses the street (and so, not able to also pay attention to what you’re saying).
I’ll also put into this category the guest’s need to understand exactly when and where the tour ends.
One of the number one stressors for guests is if they have reservations, or another activity later in the day and they want to make sure they arrive there on time.
That’s why it’s extremely important to remind guests of when the tour will end (and then end on time…). During ‘housekeeping’ you can directly ask if anyone has something afterwards and, if yes, reply with a “Oh you’ll have plenty of time to get there, when we finish, just remind me and I’ll give you directions.”