Tom Stalf applies his experience to managing Columbus Zoo and Aquarium’s diverse operations

“We’re an economic engine to our community, and the reason why we’re successful I believe is making sure that we provide great guest experience,” Stalf says.
The zoo is heavily themed and replicates regions of the world, he says, so guests might visit just one or two regions on a trip. These regions also focus on the surrounding human culture, because the key to conservation success is coexistence between humans and wildlife.
Another differentiator for the Columbus Zoo is how much the guests engage with the animals. In the animal encounter village, guests are able to see animals up close, talk to trainers and watch animals being trained.
“It’s extra special. I’ve not seen it at any other zoo, and I attribute that to Jack Hanna and his 36 years here,” Stalf says. “It’s rubbed off and we’ve listened, and that’s what our guests expect.”
 
Listening to staff and guests
Engaging and listening to staff and guests is another lesson Stalf takes from his experience working from the bottom up —  “because it’s easy in an office to make a rule, but sometimes decisions are better made after some investigation and finding out what the customer wants,” he says. “In the end, the customer is always right, and we’re in the business to provide our customer a great experience. That only happens with everyone working as a team.”
The zoo listens to its guests with surveys and personal interactions. The employees focus on making the guest experience a priority through a program called “Make it GREAT,” where great stands for greet, respond, entertain, appearance and teamwork.
Stalf also strongly believes in communicating right at the beginning of a customer’s experience with your organization.
“I think the most important part of customer service is communication with your customer, and making sure that you have staff at the front end, gate or entrance, whatever business you have,” he says.