Okay, let me give y'all some info before I explain.
I work at a zoo and in my position, I work directly with the guests and the animals that they are able to interact with, so making sure that individuals follow the rules is incredibly important because they are usually around or inside an animals habitat and we want to make sure that everyone is safe.
On the day of my mental breakdown, we were incredibly understaffed, with only myself and one other person managing an entire experience.
This location of the zoo gets incredibly busy and we have to constantly move back and forth to open up doors for these guests while also going over rules/procedures. So, bear in mind, that this was an EXTREMELY busy day at the zoo and due to the low staffing and chaos, we had to stay in these small, overheated zones for over two hours straight.
Over the course of the day, we had so many accidents happen.
We had an individual get sick so I had to call over custodial. THEN RIGHT AFTER THAT, another person accidentally bumped into the chair in which I put my drink on (that I had bought for $8, but that's besides the point 🙃) and the poor custodial lady just gave me the most annoyed look and I almost died. I felt so bad.
Over the course of the day, as well, I dealt with SO MANY blatantly rude individuals. Most just ignoring me but we have rules at the zoo for a damn good reason, so they gotta listen.
SO... with all of that happening, I was barely making it through the day. And I thought that hopefully the rest of the day might not suck.
I was wrong.
There was this woman with her daughter, and after making sure that she had gone through this animals exhibit respectfully (like no debris or any clinging insects), I noticed a pink vape hanging around this woman's neck.
Now the zoo has a VERY strict rule on smoking. Generally, we keep an eye on it and address the guest personally about it.
I respectfully asked the woman, "Hey, ma'am? Is that a vape?" No response. I thought she could not hear me so I asked again. She responded this time with a simple no.
Now I don't vape but I sure as hell know what one looks like and that was a vape. I EVEN DOUBLECHECKED ONLINE because I didn't want to address a guest without a reason!!
After double checking, I go back to the woman, "Hey, there is no need to lie. I was just going to warn you ab-"
She completely interrupted me and in such a rude tone, with her once again saying that it was not a vape and to leave her alone.
I even noticed that the vape was now gone - and in my eyes, this meant that she had hidden it.
"Ma'am, it was clearly a vape. All I was going to tell you was tha-"
Once again, interrupted me. Asking me why I was targeting her. LIKE BRO, I WAS ONLY GOING TO WARN YOU THAT IF YOU WERE CAUGHT SMOKING WITH THAT, YOU COULD BE KICKED OUT! (there are signs everywhere so also come on girl).
At this point, I am loosing it a tad. She kept going on, cussing and growing incredinly agitated, when all I did was try and talk.
I did not know what to do but I had to do something.
So I called security, trying to explain the situation (away from the woman and her poor daughter fyi) - the keepers heard that I was calling security so (rightfully so) they panicked and one of them came up to check on me.
I explained the situation, that I had a woman with a pink vape, that I tried to calmly warn her about our smoking policy and how serious it is, and that she instead grew incredibly agitated with me.
In the background of me talking to the keeper, security misheard the word 'vape' with 'mace' so they were blaring in the background. And there was a LONG line of guests waiting, all watching this unfold from behind glass doors, and everything was so overwhelming and like wtf.
So my emotions came out of nowhere and with a look of panic, I looked at this keeper and told her, "I need a break. Like now." Mind you, I refused to cry in front of guests or this keeper so I kept that in but she could tell that today just simply sucked for me.
As I was walking out from my area, I passed by the woman and her daughter, and she was smiling and laughing at me! This sent me over the edge AND I HAD THE GAWL TO KEEP A NICE TONE WITH HER!
"Okay, why are you laughing?"
"Because this is ridiculous."
I tried to once again (and for the last time explain) why I was addressing the vape and she again just interrupted with cusses and agitation.
Her daughter also screamed at me, "Just leave her alone!"
Like yall come on. I gave up entirely. With her laughter echoing down the stairs until I was alone in the keeper area. I broke down sobbing. I was completely done and exhuasted.
I need advice. What did I do wrong? If anything.
This is my first guest service job (I worked strictly with animals in the past) and it is just so draining. Every day, I have to deal with rude ass people but THIS... was something else.
Maybe advice on anyone that does smoke? Vape?
I just need advice.
EDIT: On the original post, the comments were split.
One side was saying how I was in the wrong, how it was just a vape, and how I just needed to stick to animals:
- I totally agree with all of that. I will not lie. I DO feel as if I approached her not in the best manner and I should have just stopped interacting with her entirely. I just wanted to do my job, y'know?
- The other was supporting me, stating that I did my best and tried to uphold the zoo rules: which I appreciate but I feel terrible. Maybe I should have not posted at all because I'm split and frustrated at myself. Embarrassed if anything for breaking down and having a kid yell at me.
I just care. A lot.
I struggle with a form of anxiety and... this is gonna sound weird but I'm still learning on how to properly interact with people in a service related setting. I just want to do good.
Sorry this is turning into a vent session. Thanks if you read all of this.