Good housekeeping

I was looking forward to the first tour of the year after a couple of months off but, as is the way of these things, sometimes you do not get back into the stride of things after being off. I found this an unresponsive and difficult group and, although the tips were good, I doubt the all-important ratings were up to much.
It is the good housekeeping aspect of tour directing that I need to work on - I still tend to act defensively when people complain, even though I do encourage them to provide feedback. As I get older, I think that I am less not more capable at looking after people. I have less patience and enthusiasm than I used to and, because I am experienced at tour directing I tend to think I know what to do.
Some of the passengers I have had over the last year just do not seem to take to my style and personality. I am finding this frustrating - it is not something you can control, how people think of you, so I am feeling like going back to day guiding. But will have to stick it out for a while yet at least until kids are through college...