MAMMOTH :: STAY PUT
Mammoth has recently redone its rental shops to make flow easier, and to make time in rental more enjoyable for the customer. Formerly, guests arrived at the entry station, then moved to the cashier station, then the boot room, and the ski window, and finally to the benches where techs adjusted bindings. Guests waited in four or five lines.
Now, guests enter and input their info at one station, then proceed to a cashier/boot station, where they also get their skis. Everything takes place in that one area, and that speeds the process.
“We brought in this idea from smaller shops, says rental/repair manager Bill Glynn. “It’s a more personal service, and guests like it. Our NPS scores have definitely gone up.”
Mammoth has several entry points, and therefore, four main rental shops, plus smaller outlets in hotels. At main lodge, there are 600 skis, 150 sport upgrades, 300 snowboards, and 250 demos. Demos are housed right next to the standard rentals, so it’s easy for guests to upgrade. The Canyon lodge setup is similar.
All shops use a similar system. Mammoth’s main shop has eight stations, each staffed by a cashier and a tech. While one is ringing up the sale, the other is helping to fit boots and get skis. Both staff can handle all functions, and they switch roles often. During busy periods, the shop often adds another staffer to help with fitting and pulling stock from the boot and ski racks, which are behind the service stations. Boots are on rolling racks in the middle, flanked by skis and boards on the sides.
Mammoth uses Dalbello boots and Head skis, and its Seriusware rental system prints out a sticker with boot size and DIN setting. That speeds up the adjustment process.
“The result is, more personalized customer service, and it’s a bit faster. There’s less moving around. Guests stay in one place while being served. The time in the process is similar, but the perception is that they are getting more personalized customer service.”