They absolutely loved it, which got me thinking. What are the steps to a successful animal encounter. I mean, you'd think it would be hard to go wrong with just taking folks back to meet animals and have an awesome experience... but most zookeepers I know who have done these have at least one horror story (or at least mildly unpleasant story) to their credit. Evidence: the black rhino incident in Cincinnati.
So, in order to set yourself up for a positive, successful encounter, my advice is...
1.) Set Expectations Early - before they officially sign up, before money trades hands, before they step foot anywhere near the zoo or aquarium. Let them know and agree to what is and is not part of the program. Will there be touching of the animal involved? Will there be feeding? How many people are allowed to participate? Are there any clothing issues that need to be addressed, such as a ban on open-toed shoes? You don't want your group to arrive and start complaining right away that the tour isn't what they expected.
2.) Safety First, Second, and Third - It's important to remember that these behind-the-scenes areas weren't (usually) built with visitors in mind - instead, the idea is that only trained zoological professionals would be there. Make sure they know the rules and what is allowed behind-the-scenes. For animal holding buildings, one of the easiest ways to do this is to paint a line on the floor a few feet back from the fencing that holds the animals back. Make sure that they know not to cross this line without approval/permission. Go over all of these safety protocols before they enter the animal area - once they are close to the animals, they may be too excited to listen.
3.) Don't Go It Alone - Ideally, you won't be alone on your tour - bring another staff member or a volunteer with you to help police the crowd. It can be easy to get distracted answering questions by one visitor and not noticing that someone else is putting their hands where they don't belong. Also, that means if a situation arises - like, you forgot something somewhere else that you need for your tour - you can send your buddy as a runner while keeping your group under supervision.
4.) Have a Message - These animal encounters are a great way to raise a little extra money for conservation programs... but they should also be a chance to reach out to visitors and impart an important conservation message. Don't just spout off a series of random animal facts - let your audience leave with the understanding that there is something that they can do to make a positive difference for animals. If your encounter is with tigers, for instance, consider taking the chance to tell guests about how Sumatran tigers are threatened by the loss of their habitat to palm oil plantations, and how they can use sustainable palm oil to help the species. At the penguin encounter I took the in-laws to, the keepers shared information about the Monterrey Bay Aquarium's Sustainable Seafood Watch app, a lesson which the audience absorbed readily.
5.) It's for the Animals - Okay, so I lied a few steps earlier. Safety comes second - animals first. If for any reason you suspect that doing the program will prove detrimental to the welfare of the animals - pull the plug. Either return the money, offer them to reschedule, or let them interact with a different species instead. No visitor encounter is worth compromising the welfare of their animals. Almost to a rule, the people who sign up for these programs love animals and will understand. I had a woman at my zoo who had scheduled an encounter with our sloths. A few days before she and her family were scheduled to come - surprise! - we had a baby sloth born. I called her, explained that we wanted to give mom, baby, and the rest of the group some time to themselves, and regretfully said that we couldn't do the tour then. Far from being upset, she was thrilled by the news and rescheduled her tour for as soon as she could after we resumed the program.
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