CDavid
Well-Known Member
On the contrary, people tend to be much more understanding and cooperative if kept informed with honest information about the source and severity of a given problem. People don't need technical details they generally won't understand, but do respond positively to honest communication. One of the biggest sources of frustration (and even anger) is when people are sitting on a train (or flight, MM+ is snagged, etc.) and the train just sits there for a couple hours without a word of explanation from the crew. However, when you explain that you are stopped because the freight train in front broke a knuckle - then you explain what that means and what is required to get moving again (even if you still don't know how long it will be) - passengers are far, far more content.
There certainly are valid reasons for guests to know at least the nature of a problem, and again, it does indeed have a positive influence on their overall experience. Nobody really likes to feel they're being kept in the dark, and when you honestly explain whats wrong, it helps immensely (and they're less likely to blame the poor CM, for instance, when they know what the problem is).
