To close out the 20th anniversary year of Spy, we reached back into the archives one more time for terrain park-focused calls. Terrain parks, once niche, are now a cornerstone of ski area culture. In the years since the Spy has been making phone calls, we’ve asked for park primers, about park safety, about park lessons, and whether the parks would be up to scratch in a given season, highlighting the growing role parks have come to play in consumer expectations about their ski and ride experience.
As always, the story with Spy is not the questions but the answers. While parks are less a mystery than they once were to consumers, customer service reps should always be prepared to field questions about what’s on offer at their resort with knowledgeability and warmth—or know exactly who at the ski area can do that, and connect the guest to that person. It’s the best way to turn a maybe customer into someone stoked to hit the slopes.
March 2007
Question: I am heading up to your mountain with a couple of my friends, and we’re interested in your park and pipes. Could you tell me a little about it all?
Mountain 5, NC
First contact: Woman, friendly.
SAM: Stated question.
Staff: OK. Actually, hang on one second and I’ll send you over to someone who knows a little more about that.
Answering Phone: Young female suffering from a really long day from the sounds of it.
SAM: Stated question.
Staff: Well, um, we got some C rails and some box rails, a couple kickers. That’s pretty much what we have.
SAM: OK then, simple enough. Thanks.
Staff: Yeah, sure anytime.
Rating: 3
Comment: She was hurting in the energy department and really wasn’t up for making this conversation warm and fuzzy, which unfortunately calls for the lower score. Even a “have a great day” would have boosted the points.
Debrief: Connecting a guest to someone who can better answer their question is always good—if that person can effectively answer the guest’s question.
MOUNTAIN 3, NH
First contact: Automated machine. Chose general info option.
Answering phone: Woman, friendly. Transferred somewhere…
Answering phone: Young male, full of energy.
SAM: Stated question.
Staff: Yup. We don’t have pipe right now, but it’s on the way. We do have a fully loaded park though. We got jumps, rails, hits and jibs and a quarter pipe. So, you know, it’s like a halfpipe but not really because it’s a quarter pipe, so half of a halfpipe. You know what I mean? A quarter pipe, you can still go up. Got that? (I was laughing out loud at this point. This guy was a comedy show. I could barely type as fast as he was spitting out lines.)
SAM: Yeah, I do, ha ha, thanks.
Staff: The halfpipe is on its way, though, no worries. What you’ll definitely want to do though is go onto xxx.com so you can actually see what I’m talking about instead of trying to visualize what I’m saying because that’s not really the easiest thing in the world. Once you do that, though, you’ll probably want to come out because it’s pretty much the best place to come around here.
SAM: So you’re saying you’re the best park around in your area?
Staff: Well, I didn’t say that on record, buuut yeah. It’s the best place I’ve ridden in the past two days.
SAM: Ha ha, so in the last two days, your mountain is where I want to be.
Staff: Oh yeah, it’s the place to be.
SAM: Sounds good to me, thanks for all the info. What about beginner parks, anything?
Staff: Yeah, we do a Burton progression park. It’s a lovely park, compliments of Burton, that came down here to put it in. Do you know Burton? Snowboards? Up in Burlington? They’ve been around…
SAM: Yeah, I’ve heard of them.
Staff: Of course, right. So you progress through this park, obviously, so you can work your way to do what we call Slammers. And we’re building a small pipe in there. It’s all more to have fun than for brutal competition.
SAM: It all sounds great. Thanks again.
Staff: Oh hey, yeah, no problem. Visit our site. You’ll definitely want to make your way up here once you do.
Rating: 9.5
Comment: I was laughing the whole time with this guy. He was so eager about it all and joked around with me. He instantly made the conversation personal because of his attitude, which is such a relief for the caller. Covered the basics well, with website info and even a shout out to Burton. All great tips. Well done, my man.
Identity Revealed: Waterville Valley
Debrief: Spread the stoke, win over every guest you speak to. It’s that simple.
November 2009
Question: My son wants to go into the terrain park, but I’ve heard it’s not safe. What can you tell me about it?
MOUNTAIN 4, MO
First contact: Automated machine. Chose 0.
Answering phone: Young female. A bit snippy.
SAM: Stated question.
Staff: OK, um. Hold one second for me.
Staff: Hello, can I help you? (Same girl…)
SAM: Restated question.
Staff: Well, yeah, but what exactly were you looking for, ma’am?
SAM: I guess I’m just looking for basic information about your terrain park. My knowledge is very limited, so I’d like to find out any information I can before I let my son go into one.
Staff: Uhhh, well’s there’s not much I can really tell you about them, since they change on a weekly basis. I mean, yeah, it can be very dangerous in there if you’re, like, not a skilled snowboarder or skier, but like I said, they change as far as the different set-up goes, so I can’t tell you much about them until they set it up. You could go on our website and visit our terrain park page if you wanted. That might give you some more information.
SAM: Yeah, I could do that. Does it have the basic points of what my son should know and what I should be aware of?
Staff: Umm. It’s got, umm, they were just telling me… I’m not sure, it’s only my first week here. What exactly were you looking for? (Did you forget?)
SAM: I’m not exactly sure what answer I’m looking for, but I’d like to know of any red flags that my son should be aware of before he goes into the park. Are there certain safety precautions or specific rules that he needs to know? I’m concerned with his safety, so whatever I can find out that will help protect him is what I’m looking for.
SAM: Well, yeah, they’ll show some videos on the site so it’ll help you with what safety precautions to take, I guess, but they’re real advanced so if your son is not, I wouldn’t really advise you go on there for your information. (Long pause…)
SAM: Hmm, OK. Well, maybe I’ll just check it out to start and go from there.
Staff: OK, sounds good.
Rating: 2
Comment: First week with a hard question = transfer me.
Debrief: There’s no shame in being new. If you don’t know the answer, find someone who does. An anxious parent needs reassurance, not, well, this.
MOUNTAIN 5, VT
First contact: Female. Nice sounding.
SAM: Stated question. Transferred to terrain park department…
Staff: Hi, again. There actually isn’t anyone in that department at the moment, but I can walk you through this. Let me pull something up on the computer. Do you have one available, too?
SAM: I do, yes.
Staff: OK, great. So if you’ll go to our website at www.skiarea.com, you’ll see the mountain image right there. Put your mouse over the mountain and then click on park and pipe. Do you see that?
SAM: Yup, got it.
Staff: OK, so once you’re there, this page basically tells you about all the park and pipe features at the resort. And then you’ll see the orange Smart Style box that is all around our terrain park with signage and warnings. Their main points are “Make a plan,” “Look before you leap,” “Easy style it,” and “Respect gets respect.” And this is actually a nationwide program going on at resorts that helps riders and skiers understand park etiquette. This is something good to go through with your son, which really explains how to use the park with things like landing zones, approaching your features, et cetera. And then at the bottom there’s www.freestyleterrain.org and www.freestylesafety.org, which are great resources, especially for you as a mother to go through with your son about proper safety precautions and things to know before heading into a park. How old is your son?
SAM: He’s 12.
Staff: OK, so he’s on the younger side of the park riders. I mean there are some really rippin’ 10-year-olds out there, but also a lot of college kids. So, I mean, respect gets respect when he’s in the park so being aware of other riders and where they are and watching them can really help him out and will keep him respected as well. There is a lot going on so the more aware he can be about park etiquette, the better he’ll be able to approach the whole thing. Now, do you ski or ride at all?
SAM: I ski, yes.
Staff: OK, great. So when he first starts to go, maybe you can go with him and help him mark where his landings are and make sure they’re clear and that he goes over all the features of the park. Like for the pipe, for instance, you could be on the other end and make sure it’s clear for him to go down. And always have him wear a helmet, too, that’s a good idea when he’s starting.
SAM: OK, great. Thanks so much.
Staff: Oh, you’re welcome, and if you have any other questions with all of this, just give us a call back.
Rating: 9.5
Comment: Rippin’ job by the operator. A classic example of someone who has good customer service skills, even when she is not the expert. She did lack the lesson push, though.
Identity Revealed: Stowe
Debrief: Rarely does a staffer walk through the website with the Spy, but there are plenty of times when that approach would be very helpful, so take note!
May 2010
Question: My son has become completely obsessed with Shaun White since the Olympics and wants to be him. How can I get that process started?
MOUNTAIN 2, NJ
First contact: Automated machine. Chose “lessons.”
Answering phone: Automated machine. (Grrrrr.) Chose operator.
Answering phone: Automated machine. (Seriously?!) Finally got a female, nice sounding.
SAM: Stated question.
Staff: And he wants to do what?
SAM: (Gave explanation.)
Staff: All right, well, the mountain is closed down now, but next year you can sign him up for X academy lessons. Now does he know how to do his turns and stuff?
SAM: Not really.
Staff: OK, well then, before he starts the academy, he would have to be better at his turns so, umm, yeah he would just, ahh, start with basic lessons next year.
SAM: OK, sure, that’s fine.
Staff: Let’s see what we’ve got for him… uhhh… um… How old is he?
SAM: 12.
Staff: OK, and next year will he be 13?
SAM: Yup.
Staff: OK, so then we have a card package, um, package, um, that would benefit him. Basically, it’s a learn-to-ride package. A learn-to-ride package is $89 and comes with rentals for the day, lift ticket, um, and the hour and a half lesson. Um, so basically, ah, when you buy the card package at $119 it includes three of those lessons at a discounted price.
SAM: Great, and that price includes the ticket and rentals for all three lessons?
Staff: Yes, it does, um, and um, that’s the best way to go to get him three lessons right away. And they call it an X card because if he feels he still can’t turn or stop after three lessons he can, um, have um, more lessons, until he can, um. He would just have to pay, um, it’s not the same, um, he would have to get his own rentals and lift ticket is all, but the lessons would be free. Ahh, yeah that’s it.
SAM: Great.
Staff: Yeeah, and he can progress from there. Once he learns his turns and stopping real good and such, umm, he can take jib lessons down at the terrain park. Ummm. Yeah.
SAM: Perfect.
Staff: And then I know we have, uhh, classes, uhh, week-long classes during holidays where they do, uhh, special week-long, umm, lessons that are a lot of fun for the kids. Once he gets better, umm, they say in order to do lessons down there he has to turn well on both edges and stop, ahh, umm and then he can move up to the tricks and so forth.
SAM: OK. So you’re saying you have progression lessons he can follow that will eventually lead him to the terrain park?
Staff: Yes, umm, uhh, exactly. So we have, like, the north slope where beginner lessons are and then we have the south slope with the terrain parks, et cetera. But first he would start off with the learn-to-ride lessons, but the best package for you would be the X package, which gives you the most for your money. And it’s all on our website, too! So next year just get started there and he’ll be good to go.
SAM: All right then, thanks so much.
Rating: 4
Comment: Uhh, umm, anyone else follow that?
Debrief: First, if you have the knowledge to share, be confident in sharing it. Second, ask good questions so you’re providing the best information for the guest’s situation. This staffer had knowledge and asked some questions, but didn’t quite put it all together.
MOUNTAIN 4, IN
First contact: Automated machine. Chose operator.
Answering phone: Young male. Very nice sounding.
SAM: Stated question.
Staff: Ha ha, he’s not the only one, that’s great. OK, has he ever been snowboarding before?
SAM: Barely, he’s been once with his friend.
Staff: OK, sure that’s OK. How old is he?
SAM: He’s 12.
Staff: OK, well, that’s great. And when does he turn 13?
SAM: September.
Staff: OK, well, you know we’re closed for the season now, but if you were interested in getting more involved there’s two pieces you might consider. One is a pass and there’s lot of different levels of passes that make it a lot cheaper than buying tickets every day you decide to come.
SAM: OK, so a season pass that is good from when you open for the season and when you close?
Staff: Right, and it’s based on age, and if you buy one before he turns 13, you can get the cheaper price. You could get him a pass that’s good for every single day of the season for $190.
SAM: Well, that sounds like a good deal.
Staff: Yeah, it is, so you might consider that. They’re cheaper before July, and they’ll go up a little after that.
SAM: OK, but even if he’s 12 now and turns 13 in September, I can buy him the cheaper 12-year-old pass now?
Staff: Exactly, exactly. So that’s one thing. The other thing is for $40 more added on to the pass there’s a four-week lesson you can purchase. And it’s exactly what it states. Whatever level he is, he takes that lesson, and it’s progressive. So whatever he learns one week, he continues on from there the next week. And we try to pair him with the same instructor as often as we can. That’s also a great place to start.
SAM: That’s a good deal. How many lessons does he get per week?
Staff: It’s one per week.
SAM: And it’s a group lesson I assume?
Staff: It is a group lesson, yes. We also do some introductory never-ever lessons that are included in our passes. So he could take some of those never-ever lessons at the beginning because those four-week lessons don’t start until January.
SAM: That sounds even better, sure.
Staff: Yeah, and that’s whenever he comes, they start at the top of the hill every hour. And the other thing when looking at the price of the pass, tubing is included for all of our pass holders.
SAM: And what about rentals?
Staff: We have a rental add-ons and depending on the pass type, it’s either $100 or $125. Once-a-week pass is $100, and an every-day pass is $125 add-on.
SAM: OK, great.
Staff: Yeah, and if you were interested in buying equipment, we have a great big ski swap at the beginning of each season that’s the grand opening of our retail shop. We also do a fundraiser for our ski patrol where people consign their equipment, which is a great option for you as well. You could get some great equipment for a lot less.
SAM: Well, that all sounds perfect.
Staff: Yeah, so you could buy a pass now and then check out our ski swap and consignment event before you decide on equipment.
SAM: Well thanks so much, I really appreciate your help.
Staff: Sure, that’s awesome, glad to hear he wants to get into it. Thanks for calling!
Rating: 10
Comment: Outlined the best deals with a huge amount of patience.
Identity Revealed: Perfect North Slopes
Debrief: Ask the right questions, recognize the needs, and take the time to provide plenty of details. Now that’s helpful. Curiosity in a customer service rep goes a long way with the Spy.
November 2013
Facebook: Word on the street is that your park is going to be lacking this year… features are coming out, everything is getting smaller, what’s the deal?
MOUNTAIN 9, UT
SAM Post: Word on the street is that your park is going to be lacking this year…features are coming out, no pipe?! Everything is getting smaller, what’s up?!
Response Time: 11 hours
Resort Response: “rumors”
Rating: 2
Comment: Yeah, but maybe I believe in “rumors?!” And the resort did nothing to dispel them…
Debrief: Sometimes it’s OK to try and be cute with a response, but never miss an opportunity to set the record straight.
MOUNTAIN 4, MI
SAM Post: Rumor has it your park isn’t going to be as good as last year. Features are coming out, everything is going to be smaller, what’s the deal?!
Response Time: 22 minutes
Resort Response: What is the deal? Nub’s prides itself on building and maintaining one of the best parks in the Midwest and has no intentions of changing that! We may not put out “3d renders” of our parks six months before the snow flies, but rest assured this season will be one to remember!
2nd Resort Response (1 minute later): Go ahead and get stoked for winter with this Super Fun Park 2 edit from last year. You can bet that all this energy transfers right into the 2013-14 season. (Provides vimeo link.)
Rating: 10
Comment: It’s just that easy.
Identity Revealed: Nub’s Nob
Debrief: Turn a negative rumor into a stoke builder.
