The most difficult circumstances are those involving safety such as medical emergencies and motor coach breakdown. The most common situation guides encounter are complains about some aspects of the tour- the hotel is too small or too close to the ice machine or elevator; the food is inadequate, or the schedule is too hectic. Handling complains requires patience and diplomacy. Since majority of the companies follow the  saying “ the customer is always right” it is the guide’s duty to show genuine concern to the visitors while at the same defending the company.