Park Leaders Show

"The customer is rarely right, but they're always the customer."

Phil Gaines joins to discuss the surge in misbehavior among park visitors after the onset of the COVID-19 pandemic. There are a number of factors that could have caused this increase. One is the increase in new visitors who were not familiar with the park's rules and regulations. Like many places, there also seemed to be a lack of customer service focus among staff. Both of those combined creates the inherent difficulty in managing large crowds.

This episode gives great reminders as to the importance of educating visitors about park etiquette. I love Phil's proactive approach to addressing potential issues. What ways are you addressing the concerns with visitor behavior before they have a chance to escalate?

In this episode, we discuss:

• factors behind increased misbehavior in parks during the COVID-19 pandemic.

• the significance of educating visitors about park rules and regulations.

• responsibilities of park leaders in ensuring clean facilities and a positive visitor experience.

• how to embrace a ranger-first mentality and proactive approach to address misbehavior in park settings.

• how to separate personal emotions from work and concentrate on finding solutions

Instead of letting misbehavior among visitors ruin the park experience, take a proactive approach that could change the game for parks everywhere. Take a listen to this episode for ideas on how to take back control of the experience in parks.

Resources

www.parkleaders.com

https://parkleaders.com/about/

Facebook - https://www.facebook.com/theparkleaders/

Episode Highlights

00:02:21 - Increase in Misbehavior in Parks 00:06:08 - Tips for Dealing with Bad Behavior 00:10:25 - Importance of Presence 00:13:08 - Handling Bad Behavior 00:14:43 - Ranger First Mentality 00:16:21 - Advantages of Non-Law Enforcement for Education 00:19:06 - Don't Take It Personal 00:21:19 - Customer Expectations

In this episode of the Park Leaders Show I am joined by Donald Forgione, retired director of Florida state parks. Now I also get to welcome him as the host of the podcast, Tailgate Talks.

Donald's diverse skillset made him a valuable asset among park professionals. As he shared his experiences and knowledge with others, he discovered a common thread among park rangers: they all possessed a deep sense of service and duty. With his podcast, Donald is going to be able to help even more people that are navigating the challenges of park management and the importance of ongoing learning and development.

In this episode, you will:

• Recognize the crucial role of maintenance in effective parks management
• Tackle the difficult task of finding and retaining top-quality seasonal employees
• Appreciate the worth of third-party analysts in fostering productive dialogues
• Discover the wide-ranging skill sets of various park professionals
• Embrace the significance of continually evolving both personally and professionally

The episode provides valuable insights for park management professionals seeking to improve their maintenance and staffing policies. Donald continues to display an unwavering commitment to preserving the beauty of parks and their natural wonders.

If you enjoy this episode, share it with someone else. Then make sure to continue to learn from Donald's curiosity and passion for parks by subscribing to his new podcast, Tailgate Talks. He takes on topics such as partnerships, wildlife management, forestry, and even interviewing techniques, proving that there is always more to learn in the world of park professionals.

Connect with Donald

https://tailgate-talks.com/

Resources

www.parkleaders.com

https://parkleaders.com/about/

Facebook - https://www.facebook.com/theparkleaders/

Episode Highlights

00:00:02 - Introduction, 00:02:19 - Starting a Podcast 00:06:41 - Comparing Beginnings and Practice 00:09:45 - Tailgate Talks 00:11:47 - Park Professionals 00:13:54 - Importance of Maintenance and Third-Party Involvement 00:15:52 - Working with Park People 00:17:05 - Future Episodes of Tailgate Talks 00:18:30 - Feedback and Guest Suggestions

"If you educate and train your employees on the very front end, it makes for so much better summer season."

Spring is here and the parks are already starting to get busy with visitors. That is why it is important that you get your park ready for summer well in advance of their arrival.

Part of taking the time to get the park ready includes making sure all the employees are trained and educated for a busy season. Iif you don't do the little things to prepare, the season could prove to be unmanageable and unfulfilling. Documenting your process and experience each year is critical to future success. The crew this year may not be there next year. How then will you tackle this monumental task of getting the parks ready?

In this episode we talk about why it is important to:

• Implement strategies to prepare parks for the summer season based on past experiences.
• Recognize the significance of proper training and education for park employees to enhance their efficiency.
• Streamline park management by understanding how to document and optimize maintenance processes.
• Discover ways to adapt your park management practices to the reduced downtime in today's fast-paced world.
• Leverage the power of community involvement for the greater cause of park conservation and preservation.
• It can be difficult for park managers to know how to best prepare for the busy season. From outdated strategies to ineffective solutions, there are plenty of things that could make anyone overwhelmed. That is why Phil Gaines is back to share valuable lessons from his experiences to help you create proactive preparation strategies.

"Act, don't react."

Episode Highlights: 00:01:13 - Phil recommends beginning preparation for the summer season at the end of the previous summer by listing what worked and what didn't work. 00:05:53 - Setting the stage for employees to get ready for the summer season includes working on attitude and atmosphere by making sure employees have a positive mindset and are ready to deal with crowds and demands. 00:07:01 - Document all processes and procedures for getting the park ready for the summer, create a list of maintenance items, and check all equipment. Ride along with maintenance staff and park rangers to see what they see and hear what they talk about. 00:09:54 - Writing out the script of what a visitor's experience should be, including driving into the park, going through the welcome station, registering for camping, setting up at the campsite, and other activities. This can help train staff and ensure standards are met. 00:13:35 - Park leaders need to see their park through the eyes of a visitor to manage and exceed their expectations. 00:14:18 - In a post-pandemic world, shoulder seasons have reduced. There is less downtime to catch up and get ready for the season, and preparing for the summer season starts in the spring. 00:15:57 - The week before and after Easter is one of the busiest weeks of the year in South Carolina and other warm weather climates. The grass is green, and people are coming to visit. This is a beautiful time of the year to get out into parks and enjoy the scenery. 00:18:03 - Documenting processes and procedures using technology such as videos and photos can help park rangers remember what to do and train others. It also helps document park history throughout the year and respond to situations better than writing on a yellow legal pad.

Resources

www.parkleaders.com

https://parkleaders.com/about/

Facebook - https://www.facebook.com/theparkleaders/

"Leadership is hard because it's a gray decision. It's not a black and white decision. You have to take a breath, take two steps back, and figure out what the objective is and why the resource is being protected in order to make the right decision." - Phil Gaines Phil Gaines recently attended the California Parks training conference. He joins this episode to share what he learned there as well as his wealth of experience in park management and viewshed protection. One unexpected experience for this self-proclaimed Southern boy accustomed to sunshine, was venturing to the snow-filled wilderness of California. However, it was there that he found an interesting issue in the parks between protecting a historic view shed or letting nature take its course. This is one of the latest compelling clashes between preservation and progress. There were other impactful moments while he was at the conference including learning from park rangers from around the country and talking about the importance of friends groups and the impact of homelessness on parks. They also talked about viewshed protection, which he learned firsthand when trying to preserve the Table Rock Overlook. He argued that the view was sacred and a way to connect people to the resource. He found that viewshed protection was a difficult decision, as it often involves compromising between natural and cultural landscapes. Despite the difficulty of the decision, Phil was able to protect the view of Table Rock Mountain, giving visitors the opportunity to be blown away by its magnificence. Resources

www.parkleaders.com

https://parkleaders.com/about/

Facebook - https://www.facebook.com/theparkleaders/

On this episode of the Park Leaders Show, guest co-host, Phil Gaines, returns to discuss the ways parks can manage seasonal staff shortages.

While park careers have their perks, the challenge of filling them is increasing in today's climate. As Phil explains, recruiters are not only struggling to compete with other industry compensations but also to confirm interest from a remote audience. Since many park positions require onsite involvement, finding the right candidate can be arduous pending qualifications and willingness to relocate.

What then is the solution? While there's no one-size, fit-all fix, in theory, scouts must embrace unorthodox means to reach their talent pool. From analytically driven social media job postings to community involvement, park recruiters must be willing to establish relationships from teachers and school children to parents and business leaders.

Resources

www.parkleaders.com

https://parkleaders.com/about/

Facebook - https://www.facebook.com/theparkleaders/

On this episode of the Park Leaders Show, Jody welcomes guest Daniel Selmi to discuss the rise of environmental law. Dan is a retired Professor at Loyola Law School and joins the show to discuss his new book, "Dawn at Mineral King Valley".

A Disney aficionado, Selmi discusses the inspiration behind the book and unpacks Disney's struggle to build a ski resort in what is now Sequoia National Park. Amidst the legal battle between the Sierra Club and the National Park Service, Selmi discloses little-known facts about the ordeal culminating in a memorable Supreme Court ruling.

Though the Sierra Club's efforts would ultimately inhibit Disney's ability to build the resort, with many environment lessons compacted within a single narrative, you'll find Selmi's storytelling and commentary compelling as he takes you back in time into a groundbreaking case study.

Resources

www.parkleaders.com

https://parkleaders.com/about/

Facebook - https://www.facebook.com/theparkleaders/

Resources

www.parkleaders.com

https://parkleaders.com/about/

Facebook - https://www.facebook.com/theparkleaders/

On this episode of Park Leaders Show Donald Forgione joins to discuss some of the biggest issues in parks in 2023.

Resources

www.parkleaders.com

https://parkleaders.com/about/

Facebook - https://www.facebook.com/theparkleaders/

On this episode of the Park Leaders Show, Lori Modde, Founder & Managing Director of Lorick Management, joins the show discuss the balance of tourism and community development.

As a community and economic development expert with over 25 years of experience, Lori has long been an advocate for national parks in Australia. Having started out as a marketing manager in the tourism industry, Lori's business, Lorick Management, has worked on campaigns to encourage diversity and health within tourism since the mid 2000's.

Despite the pandemic, Lori believes the return to normality will require more commercial intentionality to not only motivate park participation but explore the financial benefits of promotion. For more information about Lori's work, visit her website at https://womenintourism.com.

Resources

www.parkleaders.com

Facebook - https://www.facebook.com/theparkleaders/

On this episode of the Park Leaders Show, co-host, Phil Gaines, returns to discuss public lands with special guest and nationally recognized historian, Clay Jenkinson.

As an expert on Theodore Roosevelt's life and presidency, Clay unpacks the dynamics surrounding Roosevelt's exploration and conservation efforts. He also dissects the generational differences concerning the expectations of parks. For instance, when one talks about spiritual significance, Roosevelt's definition is arguably more sacred than the modern-day interpretations due to how people perceive reverence and what constitutes a rejuvenation of the human spirit.

Either way, to be a better American, Clay suggests people understand what made this country what it is and advises park leaders to define public lands to include better technology for maximal engagement. While Roosevelt and his peers were compelled to pioneer accessibility, if the current populace is to appreciate iconic landmarks, there must be pathways for them to embrace that accessibility.

Resources

www.parkleaders.com

Facebook - https://www.facebook.com/theparkleaders/

On this episode of the Park Leaders Show, guest co-host, Phil Gaines, returns to discuss standard awareness in parks.

Based on true stories, Jody and Phil discuss how parks should handle their facilities during financial hardships. Since one of the most important buildings in the park is the bathroom, park rangers must take care of maintenance matters in a timely fashion to retain credibility and morale.

As Phil suggests, dare to ask yourself, 'What message do I want to send? What standards do I want the public to notice?' Whatever the answer, if you permit it, you promote it. You may base decisions solely on finances and budget cuts, but if quality control becomes a casualty, all sides lose in the long run.

Resources

www.parkleaders.com

Facebook - https://www.facebook.com/theparkleaders/