Small is beautiful even in interpretation programs offered by tourism operators. The Alberta Birds of Prey Centre (www.albertabirds.com) in Coaldale, Alberta, Canada takes a different approach to interpretation and it pays big dividends. Rather than posting set times for interpretative talks or flying demonstrations, the staff watches the ebb and flow of visitors and offer activities accordingly. Someone have a few minutes between weighing birds? A staff member will offer to let someone hold an owl. If several families with children are gathered around the displays, a staff member will personally invite people to come to the flying field and see one of the birds exercised as part of their rehabilitation program. I have worked with facilities that offer more formalized programs and they work well, but the less structured approach offers more meaningful contact and the memories that lead to long term relationships. During my recent visit to the Birds of Prey Centre I saw several people asking question after question during interpretative programs, probably due to the intimate nature of the setting. People were wearing out their camera batteries taking pictures of themselves and the birds. Myself, I spent a lot more time than I planned at the facility because there was so much to experience and the staff interpretation was a huge part of that. Proof perhaps, that connecting with our customers on a personal level is the best way to build a solid customer base.

Carol