29/08/2024
We are sharing a page from our newly updated *Team Training Manual*
Which type are you? 👻 Perhaps your a mix of a few
Here at HHE, we love customer service, and we know that the BEST way to deliver this is to "KNOW OUR CUSTOMERS" we show our team members how to Identify the most common type of guest's. allowing them to understand and recognise people's expectations, and give them detailed tips and tricks to better deliver a 5 star service beyond expectation to each guest.
We are happy for others in the industry, even our competitors, to understand what we hold dear, as by doing so standards are raised for all.
# # # 1. **The Paranormal Enthusiasts**
**Catchy Name**: *The Spirit Seekers*
**Description**: *The Spirit Seekers* are passionate about the paranormal and have often done extensive research into ghosts, hauntings, and the supernatural. They come equipped with their own ghost-hunting gadgets, ready to detect even the faintest of disturbances. For them, this isn't just a thrill—it's a serious investigation. They're knowledgeable, focused, and deeply invested in uncovering the truth behind the paranormal.
# # # 2. **The Curious Skeptics**
**Catchy Name**: *The Doubting Thomases*
**Description**: *The Doubting Thomases* are the sceptics of the group, attending primarily to debunk myths or to finally have proof, one way or another. They often come with a critical eye, questioning every sound or shadow. While they may start off cynical, a truly inexplicable experience could be the very thing that shifts their perspective.
# # # 3. **The Thrill-Seekers**
**Catchy Name**: *The Fear Junkies*
**Description**: *The Fear Junkies* are in it for the adrenaline rush. They love the thrill of potentially encountering something spooky, but their main goal is the excitement that comes with being in a dark, mysterious place. They often scream the loudest and may end up being the life of the event, even if they end up hiding behind someone else when things get intense.
# # # 4. **The Social Explorers**
**Catchy Name**: *The Haunt Mates*
**Description**: *The Haunt Mates* are more interested in the social aspect of the event. They often come in groups of friends or as couples looking for a unique night out. For them, the ghost hunting is secondary to the bonding experience. They may not take the event as seriously, but they bring a lot of energy and laughter to the group.
# # # 5. **The History Buffs**
**Catchy Name**: *The Time Travellers*
**Description**: *The Time Travellers* are drawn to the ghost hunting event because of the historical significance of the location. They are fascinated by the stories of the past and are keen to connect with the history of the site. For them, any paranormal activity is a bonus, but they are primarily there to immerse themselves in the rich historical context.
# # # 6. **The First-Timers**
**Catchy Name**: *The New Spirits* **Description**: *The New Spirits* are new to ghost hunting and are often a mix of nervous and excited. They may have been dragged along by friends or decided to try something out of their comfort zone. They’re usually open-minded, eager to learn, and can quickly become engrossed in the experience.
# # # 7. **The Mediums and Sensitives**
**Catchy Name**: *The Veil Walkers*
**Description**: *The Veil Walkers* are those who believe they have a natural connection to the spirit world. They may claim to feel, see, or communicate with spirits directly. Often, they are there to enhance their abilities or validate their experiences. They add a mystical and sometimes intense dynamic to the group, as others look to them for signs of paranormal activity.
# # # 8. **The Horror Fans**
**Catchy Name**: *The Chillers*
**Description**: *The Chillers* are fans of horror movies, books, and anything that gets their blood pumping. They see ghost hunting as a real-life extension of their favourite horror stories. They’re often knowledgeable about famous hauntings and urban legends, adding a layer of cinematic drama to the event. They’re there for the narrative as much as the experience.
Each of these groups contributes to the unique dynamic of a ghost hunting event, creating a mix of energy, perspectives, and reactions that make the experience memorable.
To ensure a successful ghost hunting event, HHE staff should adjust their methods and customer service approaches to cater to the needs and expectations of each group. Here’s how they do that, along with general customer service strategies to keep the entire group satisfied:
# # # 1. **The Spirit Seekers**
**Adjustment**: Offer them deeper insights and more time with equipment. Staff shall engage with them on a more technical level, discussing theories and sharing evidence from previous investigations if necessary. If sending them off to do lone vigils is viable... DO IT!!
**Customer Service Approach**: Treat their inquiries with respect and seriousness. Provide opportunities for them to lead or participate more actively in certain parts of the INVESTIGATION. Some Spirit Seekers can occasionally come across with a degree arrogance towards event companies and hosts.
# # # 2. **The Doubting Thomases**
**Adjustment**: Provide clear explanations of phenomena and encourage them to debunk or validate all findings, help them with this too. Staff should address their questions with logic and evidence, no BS! they want FACTS rather than BELIEFS. Chances are activities of a tradional nature - tabble tipping / glass divination, etc..) will not be of interest to them, but first timers are often happy to give it a try the once.
**Customer Service Approach**: Be patient and open to skepticism. Ensure they feel that their perspective is valued, and provide them with rational explanations without dismissing their doubts. Understand that Victorian techniques will rarely entertain them.
# # # 3. **The Fear Junkies**
**Adjustment**: Create moments of heightened suspense and surprise, but ensure safety. Staff should send them into the most atmospheric parts of the location by asking them to go in first, , possibly ramping up the descriptions of the activities to add some deeper and SCARY textures. Do Not allow the focus of the event to get lost by excessiveness. .
**Customer Service Approach**: Maintain a playful and engaging tone, but also be ready to provide reassurance if things get too intense. Balance the thrill with a calming presence when needed.
# # # 4. **The Haunt Mates**
**Adjustment**: Focus on group activities and social interactions. Incorporate team-based ghost hunting tasks or challenges that encourage interaction.
**Customer Service Approach**: Keep the atmosphere light and fun. Encourage camaraderie and make sure to accommodate any group requests, like taking photos or giving group shoutouts.
# # # 5. **The Time Travellers**
**Adjustment**: Provide detailed historical context about the haunted location. Tailor parts of the event to explore the history behind the hauntings.
**Customer Service Approach**: Share stories and facts with enthusiasm, perhaps even offering a mini-history tour before the ghost hunt begins. Connect the paranormal activity with historical events to engage them deeply.
# # # 6. **The New Spirits**
**Adjustment**: Offer a gentle introduction to ghost hunting, explaining the process and managing their expectations. Staff should be more attentive to their comfort levels and questions.
**Customer Service Approach**: Be welcoming and reassuring. Make sure they feel supported throughout the event, offering additional guidance or explanations as needed.
# # # 7. **The Veil Walkers**
**Adjustment**: Allow them moments to explore their own sensitivities, possibly giving them space to lead a part of the investigation if they feel comfortable. Staff should respect their experiences and be open to their insights.
**Customer Service Approach**: Show genuine interest in their perceptions. Make them feel valued as part of the investigative process and ensure they have opportunities to share their experiences with the group.
# # # 8. **The Chillers**
**Adjustment**: Incorporate storytelling elements and reference popular horror themes. Staff should play up the eerie atmosphere and draw connections between the event and classic horror tropes.
**Customer Service Approach**: Engage them with vivid, dramatic narratives and encourage them to share their own horror stories or knowledge. Keep the energy high and the mood spooky.
# # # **Overall Customer Service Strategies**:
- **Personalisation**: Recognise the different motivations behind each participant’s attendance and tailor interactions accordingly. This could involve splitting the group into smaller teams that focus on specific aspects of the ghost hunt, such as history, serious investigation, , or thrill-seeking.
- **Balance**: Strike a balance between the needs of the different groups. For instance, while catering to the thrill-seekers with suspenseful moments, also provide logical explanations for the skeptics immediately after.
- **Clear Communication**: At the start, provide an overview of the event’s structure, highlighting which parts might appeal to different interests. This helps set expectations and allows participants to mentally prepare for the sections they’re most interested in.
- **Engagement**: Keep everyone engaged by rotating activities or roles during the event, ensuring that each group gets a moment to enjoy what they’re there for. For instance, after a particularly intense session for the *Fear Junkies* on a Ouija Board, shift to a historical recount for the *Time Travellers*.
- **Feedback Loops**: Ask for feedback during and after the event. This not only shows that you care about their experience but also helps you improve future events. Gather insights on how different groups felt about the event.
- **Inclusivity**: Foster an inclusive environment where everyone feels welcome and respected, regardless of their level of belief or enthusiasm for ghost hunting. Staff shall be trained and confident to handle differing opinions and ensure that all participants feel heard.
By adopting these tailored approaches, HHE staff can ensure that each participant has a fulfilling experience, while also maintaining a cohesive and enjoyable event for everyone involved.
An analysis of the compatibility between each group and advice on which groups might clash if mixed:
# # # Compatibility Matrix:
1. **The Spirit Seekers**
- **Compatible With**:
- *The Time Travellers* (both are serious and curious about the past and paranormal).
- *The Veil Walkers* (shared belief in the paranormal, creating a synergistic dynamic).
- **Potential Conflicts**:
- *The Doubting Thomases* (their skepticism may frustrate the Spirit Seekers).
2. **The Doubting Thomases**
- **Compatible With**:
- *The Spirit Seekers* (can be compatible if there's mutual respect, with the potential for interesting debates).
- *The Time Travellers* (both appreciate logical explanations and facts).
- **Potential Conflicts**:
- *The Veil Walkers* (they may dismiss or challenge the sensitives' experiences).
- *The Fear Junkies* (can become annoyed with their thrill-seeking antics).
3. **The Fear Junkies**
- **Compatible With**:
- *The Chillers* (both are there for the excitement and thrill).
- *The Haunt Mates* (both groups enjoy the fun, social aspect).
- **Potential Conflicts**:
- *The Doubting Thomases* (their serious, analytical approach could kill the mood).
- *The Spirit Seekers* (might find their antics distracting or disrespectful).
4. **The Haunt Mates**
- **Compatible With**:
- *The Fear Junkies* (both are there to enjoy the experience socially and with excitement).
- *The New Spirits* (can make them feel comfortable and included).
- **Potential Conflicts**:
- *The Veil Walkers* (they might not take the event seriously enough for the Veil Walkers).
5. **The Time Travellers**
- **Compatible With**:
- *The Spirit Seekers* (shared interest in history and the paranormal).
- *The Doubting Thomases* (both value logical, factual information).
- **Potential Conflicts**:
- *The Fear Junkies* (could find their excitement distracting or out of sync with the historical focus).
6. **The New Spirits**
- **Compatible With**:
- *The Haunt Mates* (can help them feel comfortable and have fun).
- *The Spirit Seekers* (who can guide and inform them).
- **Potential Conflicts**:
- *The Doubting Thomases* (their skepticism might overwhelm or intimidate the New Spirits).
7. **The Veil Walkers**
- **Compatible With**:
- *The Spirit Seekers* (mutual belief and respect for the paranormal).
- *The Chillers* (if they respect the paranormal aspects and add to the atmosphere).
- **Potential Conflicts**:
- *The Doubting Thomases* (might challenge their beliefs too aggressively).
- *The Haunt Mates* (if they aren’t taking the event seriously, it could offend the Veil Walkers).
8. **The Chillers**
- **Compatible With**:
- *The Fear Junkies* (both groups enjoy the thrill and excitement).
- *The Haunt Mates* (who can match their energy and keep things fun).
- **Potential Conflicts**:
- *The Spirit Seekers* (could clash with their serious approach).
- *The Time Travellers* (might find them too focused on excitement rather than the historical elements).
# # # Groups That Should Not Be Mixed:
1. **The Doubting Thomases and The Veil Walkers**:
- **Reason**: The skepticism of the Doubting Thomases could lead to direct challenges to the beliefs and experiences of the Veil Walkers, creating tension and possibly even arguments.
2. **The Fear Junkies and The Time Travellers**:
- **Reason**: The Fear Junkies’ focus on excitement and thrills might disrupt the Time Travellers’ appreciation of the historical aspects of the event, leading to frustration on both sides.
# # # Moderately Compatible Pairs (Caution Advised):
- **The Spirit Seekers and The Fear Junkies**:
These two groups might clash due to their different approaches to the event (serious investigation vs. thrill-seeking). However, with good moderation, they can coexist if their activities are managed separately or carefully intertwined.
By considering these compatibilities and potential conflicts, event organizer's at HHE can identify issues early on, and group participants in ways that maximise enjoyment and minimise friction, ensuring a smoother and more satisfying experience for all involved.
Haunted Houses Events Staff Training Manual: copyright 2024
