Daine Appleberry is the Vice President of Guest Services at Audubon Nature Institute in New Orleans, LA, which includes the zoo, aquarium, and butterfly garden & insectarium. In this interview, Daine shares how there are five behaviors that drive guest experience across each location, and how Audubon’s leadership team supports the frontline staff to achieve each of these behaviors. We cover topics like employee motivation and coaching, including recognition tools that reward the five behaviors. Daine shares stories of service recovery that turned into a large contribution from a donor years later, as well as an example that he feels is his biggest guest experience failure, along with the lessons learned from it. We also explore how attributes like consistency, patience, and teamwork are crucial characteristics for any leader, especially when looking to deliver superior experience.
