THE QUESTION: ARE YOU OFFERING A COMBINATION SEASON PASS THAT INCLUDES THIS SPRING AND NEXT SEASON?

MOUNTAIN 1

First Contact: Automated machine. Chose operator.
Answering Phone: Young male. Friendly sounding.
SAM: Stated question.
Staff: Well, uh, here’s the dealio … there is a spring pass and you can buy it now, but you can’t start using it until I believe the fourth of April.
SAM: OK.
Staff: OK? Now, if you buy it separately, or buy it alone, it’s $XXX.
SAM: OK.
Staff: If you buy it along with a season pass … theeeen I think it’s a hundred, a hundred, uhh, $XX. So you save like $XX bucks.
SAM: Right, so it’s $XXX for the spring and $XXX for next year.
Staff: Yeah, and I don’t know what that price, uhh, is. I think it’s going to come out tomorrow, but I don’t know what those prices are really.
SAM: That’s fine. So there is a discounted combo pass available, but you just have to buy them separately?
Staff: Well, yes, I mean, they are, I mean they are separate items. Umm, anyway, yeah, that’s the story.
SAM: Um, OK. Thanks.
Staff: Yup, bye.

Rating: 3
Comment: Hmm, anyone else get all that? I’m confused.


MOUNTAIN 2

First Contact: Female. Nice sounding.
SAM: Stated question.
Staff: We are not offering a spring pass this year, actually. We have just come out with the season pass offerings for next season, though. And if you’ve never bought one before with us and you do purchase a season pass now, that entitles you to ski for the remainder of this season.
SAM: Oh, OK, so if I bought a season pass for next season I could ski for the rest of this year with it, too?
Staff: Right, yup.
SAM: Sounds good. Just curious, but how come you aren’t selling spring season passes this year?
Staff: You know, I’m not sure exactly why, but I can transfer you to guest services who would definitely be able to answer that question and provide more information.
SAM: Oh, that’s fine. Do you have any discounts for the rest of the spring or any special spring prices?
Staff: Actually we do. Spring pricing did go into effect today and it’s $XX for an adult lift ticket and could still change next week. It’s a week-to-week thing depending on conditions, which are pretty great at the moment, so we should be open for at least a few more weeks. And in addition to that we still have Vermont and New Hampshire days on Tuesdays and Wednesdays, and we still have the college and military discounts.
SAM: That all sounds great. What are Vermont and New Hampshire discount days?
Staff: Well, on Tuesday and Wednesday you can ski here for only $XX with proof of residency.
SAM: Oh, that’s a nice bonus.
Staff: Yeah, it’s a good deal for mid-week definitely.
SAM: Well, thanks so much for your help!
Staff: No problem and have a great day. Thanks for calling.

Rating: 8
Comment: Patience + good attitude = A job well done.


MOUNTAIN 3

First Contact: Automated machine. Chose operator.
Answering Phone: Female.
SAM: Stated question.
Staff: No, we don’t. Not here.
SAM: OK.
Staff: However there are specials like that at ABC mountain nearby.
SAM: Oh, really?
Staff: Yes. They have season passes for the spring, but here we’re closing on Sunday. But ABC mountain will be open much longer so you could try there.
SAM: Great, thanks for the helpful tip!

Rating: 7
Comment: Now that’s some good neighborly love!


MOUNTAIN 4

First Contact: Automated machine. Chose season passes.
Answering Phone: Young male. Soooo bored sounding.
SAM: Stated question.
Staff: Um, we are not. If you do next year’s pass now you get it at a discounted rate. Annnd you also get a secret pass for one day.
SAM: Oooh, what’s a secret pass?
Staff: It’s just the expedited lift line. So potentially you get one day. SAM: OK. And next year’s pass is on sale now you said?
Staff: Yes. (Silence… prices, restrictions, anything, buddy? Anything?)
SAM: Can you tell me a bit about it, how much is it?
Staff: Are you looking to do the X or Y pass?
SAM: Just the X pass.
Staff: $XXX.
SAM: Good price, great. And when does that price expire?
Staff: May 24.
SAM: Great, thanks so much!
Staff: No problem. Bye.

Rating: 3
Comment: Yikes. Answering phones is not a life sentence. And you get a free season pass in exchange! Show a little enthusiasm already.


MOUNTAIN 5

First Contact: Automated machine. Chose operator.
Answering Phone: Female. Nice sounding.
SAM: Stated question.
Staff: We are offering a season pass, but it’s next year’s pass, but you can begin using it this year just as soon as you buy it.
SAM: OK.
Staff: And for an adult you’re looking at $XXX, plus tax.
SAM: That’s a great price. Are there any restrictions?
Staff: Nope, you can ski every single day.
SAM: That sounds great. And when are you staying open until?
Staff: We are open until April X.
SAM: And I can purchase it there or over the phone?
Staff: You got it. You can purchase it over the phone with me, online or in person. And if you purchase it after April X you would need to purchase it by May X to still receive the discounted price.
SAM: Well thanks so much for your help!
Staff: No problem. You have a nice day now.

Rating: 9
Comment: Super friendly and patient with just the right amount of info needed.


MOUNTAIN 6

First Contact: Automated machine. Chose season pass office.
Answering Phone: Female. Nice sounding.
SAM: Stated question.
Staff: We haven’t, no, we don’t do a combination. Sometimes we do an early, early season pass sale, but I haven’t heard from corporate yet about whether or not we are.
SAM: OK, do you have a spring pass at all?
Staff: No, no we don’t. (Silence…)
SAM: All right, so maybe you’ll be putting out an early pass for next season? When do you usually release that?
Staff: Um, we usually put it out mid-April or May. You can just check our website.
SAM: Sure, I’ll keep an eye out. Do you have any spring specials maybe for lift tickets?
Staff: No, no we don’t. (Silence…)
SAM: OK then, thanks for the info.
Staff: You’re welcome.

Rating: 2.5
Comment: A little love would have gone a long way, whether or not the product is available.


MOUNTAIN 7

First Contact: Operator. Transferred to reservations.
Answering Phone: Female. Very nice sounding.
SAM: Stated question.
Staff: We do! We have one that is the X card for next season, where the spring is included, or you can add the spring season for a discounted amount. And I’ll just go over both of those with you. So, basically it’s going to be available starting the 31st of March. It’s where we’re selling the X card for next season, and there’s also going to be an added bonus day so really you have six days, but basically for the pricing of five days.
SAM: OK.
Staff: And then what you can do is, if you do purchase that you have the choice to add the spring season of this year for a discounted amount. So you’re looking at $XXX for the five-day and then that’s with the bonus day and then you’re looking at $XX attached to that, which will then probably amount to $XXX or so, and that’s for the five-day and the spring skiing as well. And this is for a standard adult X card with no black-out dates.
SAM: Great. Good details. And I can just come in and purchase that together or … ?
Staff: You can call us and we can definitely do that for you. And if you would like to come in person, well, do you mind if I put you on hold for a moment?
SAM: Sure.
Staff: I’ll be right back, thank you.
Staff: Thank you so much for holding. So you can purchase this offer online at www.abc.com or over the phone with a reservations agent, or you can just go purchase it at the mountain and get your pass immediately.
SAM: Sounds easy enough. Well, thanks so much for all the information.
Staff: Fantastic. Well you have yourself a good afternoon!

Rating: 10
Comment: Extremely polite, answered my questions before I asked, and got right to the point. No fluff, no poor attitude, nothing but great customer service.

Identity Revealed: Whistler/Blackcomb, B.C.