🟦 Module 4: What to Say When You Don’t Know
Staying Helpful, Even When You’re Unsure
🙋‍♀️ We’ve All Been There
No matter how long you’ve worked in town, there’s going to be a moment when a guest asks a question and you just… don’t know the answer.
That’s okay!
You don’t have to be an expert in every trail, business, or weather pattern to be helpful. What matters most is how you respond, your tone, your willingness to assist, and your effort to find a solution.
đź‘‚ First, Listen with Curiosity
Sometimes, people just want to feel heard. If you’re not sure what they’re asking, try this:
“Let me make sure I understand — are you looking for [X]?”
“Are you hoping to do something outdoors, or more in town?”
Clarifying questions show you care and buy you time to think through what you do know.
💬 What to Say When You’re Not Sure
Here are some helpful phrases that keep the conversation positive and guest-centered:
✅ “I’m not completely sure, but I can help you find out.”
✅ “I’d recommend checking with the Visitor Center, they’ll have the most up-to-date info.”
✅ “That’s a great question! Let me ask around and get back to you.”
✅ “I haven’t been there myself, but I’ve heard good things from others.”
These kinds of responses maintain trust and keep guests feeling cared for, which matters more than whether you know the exact answer on the spot.
đźš« Phrases to Avoid
Avoid answers that may seem dismissive or negative, even if they’re honest:
- “I have no idea.”
- “I don’t live here.”
- “That’s not my job.”
- “You’d have to Google that.”
- “Beats me.”
Even if you don’t mean it that way, these can leave guests feeling brushed off and less likely to ask the next person they meet.
🛠️ Tips for Staying in the Know
You don’t need to memorize everything. Just stay connected. Here’s how:
- Check out the blowingrock.com every so often for upcoming events and articles
- Skim local event calendars or restaurant social posts
- Visit local businesses when you can, even walking through makes a difference
- Keep a quick “cheat sheet” or list behind your counter (Module 6 will help with this)
🌟 Why This Matters
When you respond with care, even when you don’t know something, you’re protecting the guest’s experience. You’re showing that people here try, that we care about being helpful, and that no question is a bother.
And that adds up.
It builds trust, improves their impression of Blowing Rock, and increases the chances they’ll come back, spend more, and recommend the town to others.