The Potential Customer is Always… Right?
Here’s a quandary for you:
A woman calls to ask questions about visiting your museum. She’s surprised her friends want to visit, given all the controversy surrounding the place, but is intrigued by their interest. She’s on board, seemingly, but hesitant.
With me so far? Sounds pretty typical if the museum in question is the Wren’s Nest, which would be a fair assumption. Onwards!
The woman, as your conversation continues, is very, very up-front about the fact that she doesn’t like the person your museum honors. In fact, she seems to, uh, hate him. Still, she appears to like the idea of coming in to have a verbal throwdown, if nothing else.
Someone has an ill opinion of Joel Chandler Harris… or, uh, someone else?! Wouldn’t be the first time.
As she goes on, it becomes clear that the things she hates about this historical figure are, you know, completely false. It’s obvious why she would hate this guy, based on the history she knows, but it’s completely misinformed. And she is SURE of its validity.
Do you correct her? Or do you do what it takes to encourage her to come to the house of someone she hates, but on false pretenses?
I have a lot of respect for Joel Chandler Harris and like to defend him. Usually, the easiest way to do that is to give accurate information. “No, Joel Chandler Harris didn’t write Song of the South — he had been dead for 38 years,” and so on.
But her claims were so out of left field that there would have been no defending. Examples:
- JCH’s otherwise ignored illegitimate child whose existence is proven by his mention in Harris’ will (this sounds like how his (non-existent) will claimed that he wouldn’t let African-Americans enter the Wren’s Nest)
- The forsaken history of Atlanta’s wealthiest freed slave (who wasn’t the same as Atlanta’s actual wealthiest freed slave)
It would have just been me telling this woman, as nicely as possible, that she was completely wrong.
I want her to come to the museum, not only because we like visitors and the entrance fees they pay (let’s call it like it is, folks), but because the legacy of Joel Chandler Harris is an important one. We take the educational component of our mission for, like, serious.
So what do you do? Throw JCH under the bus to get someone in the door, assuming the tour will set them straight? Or correct them immediately, knowing they may be so put off by your perceived “attitude” that it justifies their stance?
Go on, I’m listening.
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Amber Suitt
Program Director
Lain Shakespeare
Executive Director
10 Comments to The Potential Customer is Always… Right?
My personal philosophy? If crazy people offer to give you money? TAKE IT!
I’d as diplomatically as possible entice them in the door and hope the tour changes their mind.
By the way, this entry really fits your new picture, Amelia.
Was it 50 Cent or Kanye West who said, “Let the haters hate and watch the money pile up?”
Either way, I think it was this very scenario that inspired that phrase. I’m with griftdrift, Amelia.
I think it’s a ‘I think you are quite mistaken about JCH, and you would get a lot out of a visit to the Wren’s Nest and some conversations with the staff’ situation. Then make sure you have your ducks in a row for the visit-be prepared to talk about and demonstrate various facts, such as how the Wren’s Nest came to be a museum, the paintings in JCH’s room showing his feelings towards African Americans, etc. Sounds like you’d have a very interested (although negative) visitor.
I would mention being polite, but I know if it’s Lain or Amelia, you will be, and if the tour group ends up being led by Nanny, she’ll set them straight without hesitation
you say “believe me miss, we have heard these rumors time and time again…which is why it’s our mission to provide actual facts about the legend of JCH. We usually take time to address the majority of the rumours and answer questions at the end of our tour. Please feel free to come and visit between the hours of and and have an open dialogue with someone in our knowledgable staff.” which means “we have heard all of this crap before, shut up long enough and you might learn something, and don’t forget to tip!”
As the old saying goes, you catch more flies with sugar. I’d take a lesson from ol’ Brer Rabbit himself. If after the visit, your guest wants a debate, just nod and say, “uh-huh”. When the guest gets no argument, so will end the contention. If not, tell the guest about the fisy-fotsy figaloo fish in the cool well out back. Or about the laffin’ place. Or how you wuz borned in the briar patch.
Hey Lain and Amelia,
So how did it work out? Did she come to the museum and find out the facts?
Thanks for the great suggestions, everyone.
Blayde, the woman has yet to confirm her visit, so there’s time yet to mentally prepare. Amma, I think I may write your suggestion on a notecard to be cleverly hidden in my palm, lest the always appealing “what crap” sentiment cloud my senses.
David, believe you me, we’ll be ready — facts straight and ready to rumble.
And Wayne, you’re right — sugar always wins. Luckily, I am incredibly sweet. Mom? Back me up here.
Amelia is incredibly sweet.
My Mother grew up at 742 Queen St and remembers when the Wren’s Nest was a library. I plan to bring my nephew who is 12 to the storytelling in the next couple of weeks.
On my mother’s side we are NATIVE ATLANTANS- related to the founder of Buckhead HENRY IRBY
I say graciously invite her in for the normal tour and let her know that if she or her friends have further concerns they can sit and discuss them with the staff. She should be prepared to back up her “facts” as the Wren’s Nest staff will be prepared to back up theirs. Everyone involved can learn something about history, facts, rumors and attitudes.
JCH carefully documented the stories he collected from a largely illiterate population. He did not take it upon himself to “correct” the dialog but recorded it as heard. The fact that slaves could overcome their plight to the point of passing on wisdom in the form of humor says volumes about the human spirit. Without Uncle Remus this snapshot in time of that spirit would have been lost forever.