Sugarloafers & others,
Yes, I did modify my post on sugarloaftoday.com after I reread it and realized it did not read as I had intended and I apologize for making such a reckless error. (yes, I understand that some will call me out on this but those who really know me know this is the truth)
What I meant in long form was that, since our team members are frequent readers of the sugarloaftoday site and others like it, it is our intent to garner constructive feedback from those forums, and in the long run non constructive commentary -- by human nature is likely not be taken to heart and is less effective in garnering change.
Therefore, this nonconstructive feedback would likely not be used by members of our team as one of our valuable feedback loops. I have seen that firsthand since Boyne Resorts became involved in the East and now understand why the ASC “don’t engage with folks on those forums” policy – seemed to be less effective at moving toward common goals and developing mutual understanding.
As a company we read (and participate in) in forums as just one of our guest touch points. We also frequently interact using many other means including satisfaction surveys and direct contact such as meeting with as well as socializing with guests and key stakeholders. The constructive feedback is almost always acted upon.
Follow-up From My Commitment To Investigate The Season Pass Situation:
After further discussion with the Sugarloaf team, it became clear since my last post, that it was the emotional attachment to the trauma resulting from the accident were the catalysts for the pass suspension. It was not their intent to suppress free speech.
The team was wrong to allow posted comments or such emotion to play a part in their decision to revoke skiing privileges and acknowledge that both, along with past issues, clouded their judgment in this case. Our 60 year track record shows Boyne Resorts has not desired to suppress feedback or negative comments and this was the first of our resorts that I am aware of to have an occurrence of this nature. We always endeavor to engage in constructive dialogue with our customers and will continue to do so in the future. I again apologize for any inference to the contrary in my earlier post.
You should also know that the resort team did not issue a press release regarding the accident. It was in the course of a several minute interview answering specific questions about that tragic day. One of those questions was a direct question about the trail condition. We regret not being more sensitive when choosing words used in response to the reporter’s question and then ultimately to Matt (vonzipe/exiled) in the ensuing conversation about the post regarding the quote.
I am also pleased to have learned; that Jim Costello (the director of sales and marketing for Sugarloaf) and Matt did meet to work out the issues between them. As a result of that meeting they did indeed find reconciliation and reached common ground, Matt is now fully back in the Sugarloaf family. I also know that the team has learned from these recent interactions and are working toward a fresh start and toward a brighter future for Sugarloaf.
I personally want to personally and on behalf of Boyne Resorts apologize to Matt o for the consternation that he has endured and thank him for his objectivity and maturity while working through this matter in the past several days.
It is my sincere belief that the team at Sugarloaf and by association, the entire Boyne Resorts team, has learned a lasting lesson to better measure our actions when dealing in these scenarios. We will be and already are a better company for it.
I have been told by many industry colleagues not to avoid engaging in these communication mediums, but I still have the belief that interacting in this manner can be helpful in building a bridge between owners and customers and can assist in making us all better in the end.
As a family owned company we respectfully request your forgiveness for this impactful incident that was exacerbated by our team’s initial reaction and my lack of sensitivity in some of my comments.
Hopefully, we can put this behind us and all go out and enjoy our local ski area this weekend.