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Customer Service

post #1 of 27
Thread Starter 
I was recently asked the question "What is it that makes a ski area stand out in your mind as having excellent customer service". I have been giving it a lot of thought and it occurred to me where better to pose this question than right here on Epic. The people on here have seen the best and the worst of probably every resort known. In my time skiing I have certainly run across a few great examples of that above and beyond treatment that forever sticks in your mind and sets resorts apart from the rest. I have also seen some examples of behavior that make me just wonder "What were they thinking?" One of the very small things that stands out in my mind is the day that one local resorts assistant manager actually came up on the hill and brought our entire group hot chocolate in the start ramp to warm us up due to the cold weather. Now I dont know how many of you are racers but imagine how much a warm cup of hot chocolate is appreciated when standing around in near 0 F temperatures in a speed suit. I was just kind of curious how many of you out there have experienced some other simple gestures that stick in your mind and make you say wow this place is great. Who knows maybe all of the resorts out there will be listening.
post #2 of 27
I think of Deer Valley in the West and Okemo in the East.
post #3 of 27
Challenge Aspen - attitude to dealing with me via email blew the others out of the water... they even offered to pull my regular instructor from privates for me to ski with
post #4 of 27
Some of the bartenders at Snowbowl tend to "forget" to put things on my tab.
post #5 of 27
Last year during the ESA, we stopped at Moonlight Basin's lodge for lunch. One of our group members needed to pull her spoilers from her boots. We asked a staff member if they had a tool bench somewhere, and he went and hunted down a maintenance staff member with the proper tools for us. The staff there was incredibly personable and accommodating. I was impressed.
post #6 of 27
Beaver Creek is one of the tops that I've experienced. It blows the other CO resorts out of the water (I haven't been to Aspen yet).
post #7 of 27
Quote:
Originally Posted by ssh
Last year during the ESA, we stopped at Moonlight Basin's lodge for lunch. One of our group members needed to pull her spoilers from her boots. We asked a staff member if they had a tool bench somewhere, and he went and hunted down a maintenance staff member with the proper tools for us. The staff there was incredibly personable and accommodating. I was impressed.
Without a doubt, MLB staff are, without exception in my experience, friendly and helpful, and genuinely so.
post #8 of 27
Beaver Creek is one of the tops... it blows the other CO resorts out of the water (I haven't been to Aspen yet).
post #9 of 27
Quote:
Originally Posted by Harry Dunn
Beaver Creek is one of the tops... it blows the other CO resorts out of the water (I haven't been to Aspen yet).

Twice as good huh?
post #10 of 27
Thread Starter 
I have to agree that one of the big ones that I have seen is having friendly bar staff. I also see alot of people have immediate answers as to who does it best but what I am really looking for from all of those people is, what makes them the best. What do they do so well along the lines of small gestures that makes them so great? Something about them makes them different than other places, can you put a finger on what that is. Another example that I saw was a hill having people stand in the lift line handing out tootsie rolls, not an expensive move but the thought is priceless. My guess is they were checking tickets, talk about a smart way to take something that is sometimes a hassle and making it pleasant, genius I say. I guess the way I see it everywhere you go they are going to have a couple of little things that they do to make your experience memorable, I'm just curious what some of the places that I have never seen do to stand out.
post #11 of 27
I told you - Challenge aspen offered to get my instructor from the regular ski school so I could have an instructor I knew....

That wins for me!

Other ski schools refused to even speak to me as a disabled skier from another country
post #12 of 27
Thread Starter 
That to me is one of the best ones that I have heard so far. I was actually hoping to get more info from the people that know what hills are their favorite but didn't say why.
post #13 of 27
Any resort that has tissue boxes in the liftlines gets a from me.
post #14 of 27
Taos New Mexico, great ski school, friendly lift operators, friendly ski patrol, and they do have tissue boxes at the chairlifts(iskitoofast4u, you dont realize how much of a convinence those are until you are skiing somewere were they dont have them and have snot dripping out of your nose!. In my opinion the ski school is the best. Jefferson who runs the childrens school is amazing, great skier, great teacher, great guy, he used to be an instructer but now runs the childrens ski school. Taos is also still privately owned and not in the hands of some company that doesnt give a flying f*@#k about the skiers.
post #15 of 27
Quote:
Originally Posted by iskitoofast4u
Any resort that has tissue boxes in the liftlines gets a from me.
Yes, the guinea (sp?) handkerchief doesn't work well for me. I tend to get 10' stringers when I forget to recycle my tissues:
post #16 of 27
Sugarloaf in ME. for helping me out with a binding issue on my sons snowboard. Bought it used on Ebay knowing nothing about the sport , my son was trying it out he was 5 and he couldn't undo the straps. We went into the rental shop and the guys there looked at the board and the way it was set up and completely rebuilt it, changed the binding placement , sold me new and better straps, basically gave them to me , they spent some time for less than the cost of the new straps and gave my son a huge smile as he was able to put on and take off the straps by himself. They do other great things up there, the ski school is wonderful, they will run activities nights during the week , with games in the lodge and movies for kids. Just fun people who really care that you the guest has a great vacation.
post #17 of 27

Sevn Springs Resort

We have tissue boxes in the lift lines for the last 4 years or more and at least 10 years or more, ago our Area made sure that the rest rooms were warm clean and had baby changing stations and proper toweling and tissue......Larry C
post #18 of 27
Much of it is intangible--friendly, helpful couteous staff, just a general sens of service excellence. This is increasingly difficult to find these days.

Physically, convenient parking and or shuttles, good signage and oh ya, little baskets on the wall next to the urinals-priceless.
post #19 of 27
Mad River Glen.
I am partial to the valet parking and the concierge service . I enjoy how the ski valets wax your skis and wipe all of that pesky snow off your boots. The grooming is, well, unlike any other ski area. I really like how they have a "no diving" sign at the urinal, just so there isn't any doubt.
post #20 of 27
I'll never forget that one time at Sugarloaf, someone took my poles-I can't imagine why-they were pretty beat up. I went to report it and then I was taken to this room that was like a treasure trove... Skiis, hats, gloves, poles, any thing you could imagine that had to do with skiing. I was told to just pick out any pair of poles that were my size. So of course, I picked a pair of expensive Scott poles. That probably was about 6 or 7 years ago and I still have them!
post #21 of 27
Having your front line ticket staff actually trained on opening day, or the whole first month for that matter.

SSV and Marmot both failed opening day test horribly. 20 minutes + at each for a simple cash sale with discount card ticket, with almost no one in line at SSV & nobody in front at Marmot. DUH!

Lodge design is a big item that I can't for the life of me understand why ski lodges are so stupidly designed. We are not in shoes. We are not in slacks and T shirts. We all have crap, we all need to eat and get out. We don't appreciate metal grating, we really don't like stairs, we need open pathways to get around, Coat hooks (holy crap what a concept) we don't want to wait 20 minutes for a burger and fries. I don't need to get gouged just because I'm at a ski hill (set the prices slightly higher but common!)

Locker building. Nothing but lockers 24/7, live all day, hottest lockers in town. Oooh all those sexy lockers 1000's of em. NO pissers, no candy/drink machines, no ticket sales, no nothing. just lockers.

Outdoor service. again not wearing dinner attire. A window would suffice just fine. Outdoor waiters would be great.

Hot chocolate at the lift line is always a sure winner. Panorama used to do that years ago, along with real snot rags.

I always appreciate a diligant lift line chair filler. quad chair needs 4 people,

Keeping the chair loading area snowed and even. Hmm a mountain of snow and I'm scraping bases on metal and wood getting on the chair. HUH?

someone diligantly sweeping off the chair seats is always appreciated. SWEEP ! SWEEP! HARD! HARD!

lastly get on loud mouth ignorant snot bags. Insist on proper behaviour and common courtesy. EG Golf Course. Take some tickets away if needed, they will be sure to shut their yap and behave civil next time.
post #22 of 27
Quote:
Originally Posted by Phil Pugliese
I think of Deer Valley in the West and Okemo in the East.

Thanks Phil, we at Okemo try hard. But it is a fun job making sure the guest have a good day.

Max
post #23 of 27
Quote:
What do they do so well along the lines of small gestures that makes them so great? Something about them makes them different than other places, can you put a finger on what that is.
What it is, Jake, is that management at good service joints empowers their line employees to make service decisions instead of binding them up in a bureaucratic problem solving process.
post #24 of 27
Sugarloaf people have always been friendly and helpful. My husband was an employee there (snowboard school) and they treat employees very well also. Here, so far, Beaver Creek reminds me the most of the Loaf.
post #25 of 27
Quote:
Originally Posted by Max Capacity
Thanks Phil, we at Okemo try hard. But it is a fun job making sure the guest have a good day.

Max
I still can't believe they are charging $64 for an early season midweek lift ticket.

:
post #26 of 27
Thread Starter 
I would certainly have to agree with you Nolo on that one. It is certainly at the heart of good service. I love the kleenex idea, I can't even say how many times I have needed one either for my nose or goggles while on the hill. I am also very impressed with the resort that replaced the missing poles, talk about a nice gesture. Any normal guest would have to be blown away by that and remember it forever. Hey and look how many people he just shared that positive experience with, sounds like it was a wise investment on their part.
By the way I hope nobody minds, I am making note of all of these for the person who originally asked me the question.
post #27 of 27
Quote:
Originally Posted by Scalce
I still can't believe they are charging $64 for an early season midweek lift ticket.

:

If you skied on Okemo's snow this past weekend, you may understand why the cost is what it is. The snow was like Febuary packed powder. It was fantastic. Even the natural bumps on Timberline where great. They had 61 trails on Sunday, all with awesome snow.

Sometimes you do get what you pay for.
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