Have a Nice Day

"But you saw for yourself!" Kingsbury cried.  "Another five years, goddamn, I'll be bigger than Disney."

Lou looked doubtful.  "I wasn't gonna say anything, but what the hell... but the park's got a long ways to go.  It's the bathrooms.  The Port Authority's got cleaner bathrooms... and it wouldn't hurt to keep an extra roll of toilet paper in the stalls."

"Is that it?  That's your big gripe?"

Lou said, "People notice them things, they really do."  Then he stepped toward Francis X. Kingsbury and raised the pistol.

- Carl Hiaasen, Native Tongue

Every zoo or aquarium employee should want their facility to be one that they can take pride in.  That means, above all else, providing the best possible animal welfare.  It also means making a meaningful contribution to conservation, and providing an experience in which guests of all ages can satisfy their curiosity and learn about the natural world.  All of this, of course, is contingent on guests coming in the gate and giving you money.  And they're only going to do that more than once if they have a good time.

Every once in a while, it's a good idea to leave your lurking place in the shadows behind-the-scenes and (especially if you are someone who is actually in a position to make decisions), walk through the zoo or aquarium as a visitor would.  See the place through their eyes.  And see the parts of it that you might not always look at (i.e., the parts that aren't animals).

Don't just ask yourself if it's a "good" zoo.  Ask, is it a nice place to visit?

Is it easy to find your way around?  Sure, you may know the zoo like the back of your hand, and many aquariums are built in one-way configurations these days, but do you see lots of visitors standing around confused, or pouring over maps?  Are there directional signs to help people find where they need to go?  Along those lines... is the zoo safe?  Falling and tripping hazards and other safety hazards can't just ruin a day... they can be a huge financial liability for the institution.

Are their places to rest - benches, picnic tables, even low walls - ideally out of the sun, in the shade?    Bonus points if they are actually pleasant places to sit... so, not next to the dumpster.  At your concessions area, are there enough comfortable places for people to sit and eat?

What about bathrooms?  You better hope those are adequate, because if they aren't, you're kind of stuck with what you've got, barring a major, expensive addition.  Are there enough?  Are they located around the zoo in places where you are never too far from them?  Are they reasonably cleaned and well-stocked (as Mr. Kingsbury learned to his dismay in Carl Hiaasen's book)?

Are the grounds attractive?  Landscaping, sculptures, fountains, planted areas?   Are their play features for kids?  Places to take photo ops and selfies that will be memorable souvenirs of the day out?

For people who are extremely committed to the animals, as many keepers are, such things can seem like a distraction, something not worth their notice.  That couldn't be further from the truth.  We're only able to reach a person (whether its a zoo visitor we want to educate about climate change or a Congolese villager that might be tempted to participate in the bushmeat trade) on a higher level if their basic needs are met - comfort, safety, rest, hunger, thirst.  If you want visitors to learn, to appreciate the animals, and to be receptive to making a difference, you need to first make sure they're in a headspace where they are ready  to listen.

So first things first, make sure that they are ready to have a nice day.