Chapter 7 | The Zurich Insider

7. Professional Conduct, Ethics & Privacy

As a freelance guide, you represent yourself, The Zurich Insider, and Switzerland with every interaction. This chapter offers practical guidance on professionalism, boundaries, sensitive topics, social media, and data protection.

7.1 Presentation, punctuality & boundaries

Punctuality

Aim to arrive 10 minutes before the tour start time.
If an unavoidable delay occurs, inform guests and The Zurich Insider as soon as you can, with a realistic ETA (estimated time of arrival) and a brief apology.

Appearance

Dress cleanly and neatly, in line with the tour type (VIP, formal, informal group, business, family, etc.) and weather.
Comfortable walking shoes are important for your safety and comfort.
Avoid strong fragrances or distracting clothing; the focus is on the city and the stories, not on us.

During the tour

Be present, patient, and engaged.
Listen actively and use guests’ names when you can.
Keep your voice at a level that works for the group without disturbing others nearby.
Be discreet and respectful in religious or solemn spaces.

Setting healthy boundaries

You can be warm and approachable while still setting clear boundaries:

You don’t have to share personal problems or private details about your life.
You can decline conversations or jokes that feel inappropriate:
“I’d rather keep our conversation focused on the city and the tour.”
You can gently stop behaviour that makes you or others uncomfortable:
“I’m not comfortable with that; let’s keep this space respectful for everyone.”

You are never required to tolerate harassment or intrusive behaviour to “keep the tour going”.

7.2 Handling sensitive topics

Guests will often ask about politics, religion, migration, wealth, history, and current events. These are wonderful opportunities for thoughtful conversations when handled with care.

Lead with facts and context

Focus on history, structures, and observed realities rather than personal ideology.
If you share a personal view, you can frame it clearly as your opinion:
“From my perspective…” rather than “The truth is…”.

Acknowledge complexity

Many Swiss issues are nuanced and debated. It’s okay to say:
“This is a complex topic and people in Switzerland see it in different ways.”
Briefly present more than one perspective when relevant.

Respectful dialogue

Invite guests’ perspectives: “How does this compare to your home country?”
Keep the tone curious rather than combative.
If a comment from a guest feels offensive, you can redirect without escalating:
“I understand that’s your view. I try to represent different perspectives and keep this a respectful space for everyone.”

7.3 Social media, confidentiality & reviews

Guest privacy

Ask before taking photos of guests: “Would you like a group photo?”
Do not post identifiable guest photos or details on your own social media or website without their explicit consent and The Zurich Insider’s approval.
Avoid real‑time tagging or sharing of exact locations while tours are in progress.

Your own channels

You are free to have your own professional channels (Instagram, website, etc.), and to share:

Neutral city content: streets, buildings, views, food, general impressions.
Your own thoughts about guiding, history, or culture (without disclosing confidential details).

Please avoid:

Using the Zurich Insider name, logo, or brand identity without written permission.
Sharing internal information about pricing, contracts, or business relationships.
Inviting guests to bypass The Zurich Insider for future bookings when the relationship came through us.

Reviews and platforms

When appropriate (and if indicated in the Assignment), you may encourage guests to review The Zurich Insider or a partner brand specified by the Agency.
For white‑label tours or tours where a partner controls the brand, follow the instructions in the Assignment about whether and where to request reviews.
Please do not ask guests to post reviews on your personal profiles or business listings specifically about tours conducted by The Zurich Insider.

Any internal bonus related to reviews is strictly between you and The Zurich Insider and should not be presented to guests as an incentive.

7.4 Data protection & practical privacy

You handle personal data when you:

Receive guest names, phone numbers, and preferences.
Save guest details on your phone.
Communicate by messaging apps or email.

Swiss data protection law (FADP) and our Agreement require that this information be handled with care.

Practical guidelines

Use guest data only to prepare for and deliver the assignment, plus any agreed post‑tour follow‑up.
Store contact information on reasonably secure devices (screen lock, no casual sharing).
Avoid sending sensitive information (health details, payment data) in open channels if you can.
Do not pass guest data to third parties except where necessary for the tour (e.g., booking a restaurant in their name), and only in reasonable amounts.

Retention and deletion

After the tour and any agreed follow‑up, you should not retain guest contact details long‑term unless the guest separately and clearly chooses to establish a direct relationship with you (for example, by contacting your business independently).
Otherwise, delete or anonymise guest data when it is no longer needed for the assignment.

For the binding legal obligations on confidentiality and data protection, please refer to the Freelance Guide Agreement (Sections 8–9) and The Zurich Insider Privacy Policy.

7.5 Mini professionalism & privacy checklist

Before the tour

My appearance and clothing fit the tour and the season.
I know how I’ll introduce myself and set expectations.
I know whether this is a Zurich Insider‑branded or white‑label tour and what that means for reviews and social media.

During the tour

I stay present with guests and keep personal phone use to essential tasks.
I treat all guests with respect, even when views differ.
I keep safety, dignity, and inclusivity in mind.

After the tour

I don’t share guest details or stories in ways that identify them, online or offline, without consent.
I followed the correct review instructions for that assignment.
I delete guest contact details when they’re no longer needed for the assignment (unless they clearly start a separate relationship with my own business).