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Mountain Spy :: September 2024

Mountain Spy :: September 2024
  • Push to The Latest: No

“I’m planning on buying a season pass this year but am a little hesitant because a friend last year missed a lot of ski days due to unfortunate weather. Do you have any compensation for lost ski days or some type of pass refund policy?”

We asked this same question back in September 2007, when the season pass landscape was decidedly different than it is today—and, apparently, so were the customer service skills of staffers answering the phone. After you read the following calls, head to the archives to read the mission from 2007 to compare for yourself.

Before we get into the 2024 staffers’ attitudes, let’s address how we foresaw this question being answered. While season pass purchases are typically non-refundable, many resorts and multi-property ownership groups (including ones that we called) offer some sort of protection if someone can’t use their season pass for certain reasons such as job loss, injury, or relocation. Bad weather is not usually one of the reasons a resort will issue a refund or credit for a purchased pass, of course, but guests often think the weather is the resort’s responsibility, so this question shouldn’t come as a surprise.

Did any of the staffers mention the other protections in place, or try to assuage the Spy’s concerns in any way by explaining how snowmaking and grooming allow for quick recovery from unseasonable weather? Read on to find out. 

Many of the folks who answered the phones didn’t have a definitive answer. Lack of knowledge does not excuse rudeness, and (sorry for the spoiler) the low scores for the following interactions are almost entirely due to the staffers’ being brusque and impatient. This is an alarming trend, and it’s not OK. Leadership should take heed. The people answering the phones must possess some soft skills—or at the very least, manners. 

Been asked an interesting question this season? Send it to jordyn@saminfo.com for the Spy to pose to other mountains! We won’t tell anyone the question came from you. Plus, if we use it, your resort will be immune for that issue.

MOUNTAIN 1, MI

First Contact: Male.

SAM: Stated question.

Staff: (long pause) Umm, I don’t believe so, and unfortunately there is no one here currently that could answer that right now.

SAM: Oh, OK.

Staff: Yeah, my manager will be in from 7 to 3 tomorrow if you want to call then.

SAM: OK, thank you.

Staff: You’re welcome. Goodbye.

Score: 5

Comment: He wasn’t positive about the answer, which is fine, and better than giving the wrong information. But I would rather he took my information and had his manager call me back than make me work harder for an answer.

 

MOUNTAIN 2, CA

First Contact: Male.

SAM: Stated question.

Staff: Not quite sure what your friend is talking about because we had a great snowfall last year (rude).

SAM: Yeah, she didn’t go into detail about it but mentioned it was off from past years.

Staff: Yeah, I am not quite sure about that (blunt).

SAM: OK. Well, in the off chance that this is a bad snow year and I don’t get out much at all because of that, do you have any pass policies in place for that?

Staff: I don’t think so.

SAM: Is there anyone you can check with?

Staff: No (annoyed). My manager is out right now, but you can try to call her back later.

SAM: Do you know when she will be in?

Staff: It should be tomorrow.

SAM: OK. Thank you.

Staff: Yep, goodbye.

Score: 2

Comment: Brutal. First, it was uncalled for to argue whether my friend was right. “I don’t think so” is never an acceptable final answer. And what was with the runaround regarding the manager? Just give me a good time to call back or take my info so she can call me.

 

MOUNTAIN 3, WI

First Contact: Male.

SAM: Stated question.

Staff: No, we do not have anything like that (blunt and snarky).

SAM: Oh, dang, OK. 

Staff: Yeah, so, our season passes are non-refundable passes. 

SAM: OK. I guess we have to hope for the best weather then.

Staff: Exactly (annoyed). 

SAM: Alright, well, thank you.

Staff: Yep, goodbye.

Score: 3

Comment: Attitude is everything, folks. Saying no is not synonymous with being a jerk. Why not ease my hesitations by describing their great snowmaking system or how they typically have plenty of terrain open regardless of snowfall? Or, I don’t know, why not try a little harder at customer service?

 

MOUNTAIN 4, NY

First Contact: Female.

SAM: Stated question.

Staff: No, we don’t have anything if the conditions are bad (rude).

SAM: OK. Thank you. I wanted to check in case there was anything.

Staff: No problem.

SAM: Let’s hope the weather is better this year.

Staff: Yeah, (starting to lighten up) I mean, we have refunds on passes up until November for the current season passes but nothing if there was bad weather.

SAM: Oh, OK. Thank you.

Staff: No problem, goodbye (more chipper).

Score: 4

Comment: Rough start, borderline defensive. But once she realized I wasn’t going to jump down her throat, she started to lighten up and actually provided some information. At least I got an answer instead of having to call back to speak with a manager.

  

MOUNTAIN 5, UT

First Contact: Female.

SAM: Stated question.

Staff: Um, no, I don’t think so. 

SAM: OK, is there anyone that you could double check with?

Staff: Yeah, hold on.

SAM: OK, thank you. 

(on hold for 0.2 seconds)

Staff: So, we don’t offer any refunds (annoyed).

SAM: OK. Yeah, I know you guys usually get a good amount of snow but wanted to check in case something happens.

Staff: Yeah, like I said (rude), we don’t really have anything.

SAM: OK. Let’s hope for some good weather.

Staff: Yeah, exactly.

SAM: Alright, thanks. 

Staff: Goodbye.  

Score: 1thumbs down

Comment: Is it really that hard to be nice? I’ll answer that for you: no, it’s not. Customers don’t deserve attitude, regardless of the question. Interactions like this make people want to go somewhere else. 

 

MOUNTAIN 6, MA

First Contact: Female.

SAM: Stated question. 

Staff: Um, give me one second. Let me ask one of my coworkers real quick (chipper). I am going to put you on hold. 

SAM: OK. Thank you.

Staff: Yeah, of course.

(on hold)

Staff: Thank you so much for holding. I am actually going to have you send an email to my manager because she would have a better answer for you about that.

SAM: OK.

Staff: Yeah, if you wouldn’t mind. (cheery) She will be back in tomorrow and will be able to answer that for you. 

SAM: Sounds good, thank you.

Staff: (gives email address)

SAM: Great, I’ll do that. Thanks again.

Staff: Absolutely. Have a great day.

SAM: You, too. Goodbye. 

Score: 8thumbs up

Comment: She was  cheerful, polite, and gracious, and provided me with a relatively easy solution to get the answer to my question. All hope in ski area customer service is not lost. Bonus points for the excellent on-hold music.

Identity Revealed: Berkshire East