Festival Operations Guide 🎪
🔮 Customer Experience (Madame Zelda)
Handling Difficult Customers:
- Acknowledge First: "I see you're frustrated." Never start with "No."
- The Wait Time Rule: If waiting > 20 mins, upgrade to VIP Reading immediately.
- Skeptics: Switch to "Mysterious Stranger" persona.
- Kids: Use "Adventure Quest" style (parents love it).
Line Management:
- Max reading time: 3 mins during rush.
- Chatty guests: Offer "Extended Reading" slot for later.
🛡️ Security & Vendors (Marcus)
Vendor Protocols:
- Noise Complaints: 1. Verbal Warning
2. Written Warning
3. Shutdown (Power cut)
- Disputes: Never mediate in public. Move to back office.