Was just reading this about Disney and I love this quote right here
One of the most popular questions asked at the park is: ‘What time does the 3 o’clock parade start?’ “We call it the 3 o’clock question,” Giannetta said with a chuckle. “But the quality of your response is what matters. You need to think: what are they really asking?” This might mean pointing customers towards an air-conditioned spot to relax at while waiting for the parade, or suggesting a refreshment hut, restrooms, ride suggestions, or just a little interaction. In Disneyland, customers aren’t morons for asking obvious questions; they just might need guidance; both in maneuvering the park and in creating the kinds of memories they came for in the first place.
I think this applies not just in theme parks, but in lots of situations when I get asked really obvious questions. In each case, I have a choice: do I go for the ridicule and spend time on that, or do I just skip to being helpful. Sharole will tell you which one I seem to choose more often, but the truth is I’m not a completely heartless jerk all the time, and it’s reassuring to find a message out there that I can use to bolster my more suave and conciliatory side.