SAM Coverage
Customer Service
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ISKINY-PSAA Expo 2017
It was Pennsylvania’s turn to host the annual joint-expo that gathers member resorts from both the Ski Areas of New York and the Pennsylvania…
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Sugarloaf to Offer Cat Skiing
SAM Magazine—Carrabassett Valley, Maine, Sept. 15, 2017—Sugarloaf Mountain in Maine will offer cat skiing this winter on its Burnt Mountain terrain, which until this…
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2017 MSAA Summer Meetings and Trade Show
The 2017 MSAA Summer Meetings & Trade Show, held Aug. 20-23 at Devil’s Head, Wis., was memorable for several reasons. For one, this was…
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Riehle Declines NSAA Presidency; Candidate Search Resumes
SAM Magazine—Lakewood, Colo., Sept. 12, 2017—Parker Riehle, recently named as the new president of the National Ski Areas Association, is not taking the job,…
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SnoCountry Appoints Mike Colbourn as its New President
SAM Magazine—Lebanon, N.H., Sept. 11, 2017—Industry veteran Mike Colbourn is now president of SnoCountry, Inc., a not-for-profit winter resort trade association best known for…
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Sugarbush Incentivizes Landlords to Provide Affordable Housing
SAM Magazine—Warren, Vt., Sept. 11, 2017—Sugarbush Resort has adopted Tenants for Turns, a program originally developed and implemented by resorts out west—including Jackson Hole,…
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Get In, Get Out
Leading rental shop practices for handling newcomers to skiing and riding. The rental process and its many steps—paperwork, standing in lines, boot fitting,…
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Mountain Spy :: September 2017
SAM goes undercover to ask, “What is Glamping?” THE QUESTION: WHAT IS GLAMPING? We mixed things up a bit this time around. Instead…
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Mountain Spy :: November 2015 :: Gluten-Free Dining Options
In this month’s Mountain Spy, we address a growing dietary trend—gluten-free. Though a seemingly simply question, the responses vary tremendously. In the end, as…
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Mountain Spy :: Entitled Customers
In this month’s Mountain Spy, we address the trend of entitled customers. The responses vary, but a personable employee is always the best solution…
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Mountain Spy :: July 2015 :: Disgruntled Pass Holders
In this month’s Mountain Spy, we address a hot topic this past season—disgruntled pass holders. The responses vary, but a personable employee is always…
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Mountain Spy :: March 2015 :: Entitled Customers
In this month’s Mountain Spy, we tackle what is becoming a persistent trend at resorts—entitled customers. THE QUESTION: I WANT TO BUY NEW…
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Mountain Spy :: January 2015 :: Gear Rental
In this month’s Mountain Spy, we tackle the simple act of renting gear. When a customer has doubts about going through the rental process,…
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Mountain Spy :: November 2014 :: Safety on the Hill
In this month’s Mountain Spy, we tackle what has been a hot topic recently—safety on the hill. Surprisingly, resorts didn’t have very reassuring answers.…
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Mountain Spy :: January 2013
With the industry focus squarely on families, in this Mountain Spy, Liz Eren played Mom (we mean, decision-maker) and called around to see what…
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Mountain Spy :: March 2013
In this Mountain Spy, Liz Eren put on her Mom hat again and called around to see how she should prepare her son for…
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Thought for Food
Food and beverage still remains at the bottom of the customer satisfaction scale at mountain resorts. But some creative thinkers are reversing that. You…
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Speak Out :: Where is the Magic?
Terrain-based learning. Can you think of another activity where the person pays $150 to $200 NOT to actually accomplish that activity? You pay for…