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Spencer B
Tim was awesome, Gift Shop staff not so much
Ape Cave Lava Tubes的点评
点评：While the cave tour itself was excellent, Tim the volunteer excellent, and something our group really enjoyed, our experience in the gift shop/HQ was unfortunately the opposite.
We brought a group of boys, ages 13–15, who were genuinely excited to be there. Like many teenagers, they were energetic and enthusiastic, but they were not being disrespectful or disruptive. During our visit, one of the employees addressed them in a harsh, demeaning tone, telling them to "act like adults." Rather than helping redirect their energy in a positive way, the interaction immediately changed the atmosphere and made several of the boys feel unwelcome.
A second employee then repeatedly asked our group, in what came across as a passive-aggressive manner, "Who is going to clean our windows?" At first, I genuinely thought she was joking, but it became clear she was serious. Instead of simply explaining the concern or asking us to help keep the windows clean, the repeated comments felt accusatory and created an uncomfortable experience for both the youth and the adults supervising them.
My own interaction at the counter reinforced this impression. When I checked in, I asked if there was anything else I needed after receiving the parking pass. The response I received was, "As I've already stated, put the reservation number on it," delivered in a tone that felt unnecessarily curt and dismissive.
I wanted to share this feedback because these interactions had a much greater impact than the employees may have realized. As leaders of this group, we work hard to teach young people how to behave respectfully in public and to create positive learning experiences. Unfortunately, instead of leaving with memories focused solely on the caves, many of the boys left talking about how unwelcome they felt in the gift shop.
I believe this is less about policies and more about communication. A friendly explanation, respectful redirection, or simply explaining the reason behind a request would likely have produced a completely different experience. Some additional customer service coaching around communication, de-escalation, and interacting with youth groups would go a long way toward ensuring future visitors leave remembering the incredible caves rather than an unpleasant interaction in the gift shop.
We brought a group of boys, ages 13–15, who were genuinely excited to be there. Like many teenagers, they were energetic and enthusiastic, but they were not being disrespectful or disruptive. During our visit, one of the employees addressed them in a harsh, demeaning tone, telling them to "act like adults." Rather than helping redirect their energy in a positive way, the interaction immediately changed the atmosphere and made several of the boys feel unwelcome.
A second employee then repeatedly asked our group, in what came across as a passive-aggressive manner, "Who is going to clean our windows?" At first, I genuinely thought she was joking, but it became clear she was serious. Instead of simply explaining the concern or asking us to help keep the windows clean, the repeated comments felt accusatory and created an uncomfortable experience for both the youth and the adults supervising them.
My own interaction at the counter reinforced this impression. When I checked in, I asked if there was anything else I needed after receiving the parking pass. The response I received was, "As I've already stated, put the reservation number on it," delivered in a tone that felt unnecessarily curt and dismissive.
I wanted to share this feedback because these interactions had a much greater impact than the employees may have realized. As leaders of this group, we work hard to teach young people how to behave respectfully in public and to create positive learning experiences. Unfortunately, instead of leaving with memories focused solely on the caves, many of the boys left talking about how unwelcome they felt in the gift shop.
I believe this is less about policies and more about communication. A friendly explanation, respectful redirection, or simply explaining the reason behind a request would likely have produced a completely different experience. Some additional customer service coaching around communication, de-escalation, and interacting with youth groups would go a long way toward ensuring future visitors leave remembering the incredible caves rather than an unpleasant interaction in the gift shop.
翻译：虽然洞穴游览本身很棒，志愿讲解员蒂姆也非常出色，这些都是我们团队非常喜欢的环节，但我们在礼品店/总部的体验却恰恰相反。
我们带了一群13到15岁的男孩，他们真的对这次行程充满期待。和大多数青少年一样，他们精力充沛且热情洋溢，但并没有表现出不尊重或捣乱的行为。然而在我们参观期间，一位工作人员用严厉且带有贬低意味的语气对他们说话，要求他们“表现得像个成年人”。“这种互动非但没能引导孩子们把精力用在正道上，反而立刻破坏了氛围，让好几个男孩都感到不受欢迎。
随后，另一位员工以一种带有被动攻击意味的方式反复问我们这群人：‘谁会来擦我们的窗户呢？’起初我还真以为她在开玩笑，但后来才明白她是认真的。她并没有直接说明自己的顾虑，也没有请求我们帮忙保持窗户清洁。”那些反复发出的指责性言论让场面变得十分尴尬，给年轻人和负责照看他们的成年人都带来了不愉快的体验。
我在服务台的亲身经历也加深了这种印象。办理手续时，我在拿到停车券后询问是否还需要做些什么。得到的回复是：“我刚才已经说过了，把预订编号写在上面。” 说话的语气显得毫无必要地生硬且漠不关心。我想分享这个反馈意见，因为这些互动所产生的影响远远超出了员工们的预想。作为这个团队的领导者，我们努力教导年轻人如何在公共场合表现得体，并为他们创造积极的学习体验。遗憾的是，许多男孩离开时并没有只记住有关洞穴的美好回忆，反而一直在谈论自己在纪念品商店里感到多么不受欢迎。
我认为问题不在于规章制度，而在于沟通方式。如果当时能以友善的态度加以解释、以尊重的方式引导对方，或者简单说明提出该要求的理由，结果很可能截然不同。此外，若能对工作人员进行有关沟通技巧、情绪安抚以及如何与青少年群体互动等方面的培训，定能确保未来的游客离开时记住的是那些令人惊叹的洞穴，而非在纪念品商店中经历的不愉快经历。
我们带了一群13到15岁的男孩，他们真的对这次行程充满期待。和大多数青少年一样，他们精力充沛且热情洋溢，但并没有表现出不尊重或捣乱的行为。然而在我们参观期间，一位工作人员用严厉且带有贬低意味的语气对他们说话，要求他们“表现得像个成年人”。“这种互动非但没能引导孩子们把精力用在正道上，反而立刻破坏了氛围，让好几个男孩都感到不受欢迎。
随后，另一位员工以一种带有被动攻击意味的方式反复问我们这群人：‘谁会来擦我们的窗户呢？’起初我还真以为她在开玩笑，但后来才明白她是认真的。她并没有直接说明自己的顾虑，也没有请求我们帮忙保持窗户清洁。”那些反复发出的指责性言论让场面变得十分尴尬，给年轻人和负责照看他们的成年人都带来了不愉快的体验。
我在服务台的亲身经历也加深了这种印象。办理手续时，我在拿到停车券后询问是否还需要做些什么。得到的回复是：“我刚才已经说过了，把预订编号写在上面。” 说话的语气显得毫无必要地生硬且漠不关心。我想分享这个反馈意见，因为这些互动所产生的影响远远超出了员工们的预想。作为这个团队的领导者，我们努力教导年轻人如何在公共场合表现得体，并为他们创造积极的学习体验。遗憾的是，许多男孩离开时并没有只记住有关洞穴的美好回忆，反而一直在谈论自己在纪念品商店里感到多么不受欢迎。
我认为问题不在于规章制度，而在于沟通方式。如果当时能以友善的态度加以解释、以尊重的方式引导对方，或者简单说明提出该要求的理由，结果很可能截然不同。此外，若能对工作人员进行有关沟通技巧、情绪安抚以及如何与青少年群体互动等方面的培训，定能确保未来的游客离开时记住的是那些令人惊叹的洞穴，而非在纪念品商店中经历的不愉快经历。
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