SAM Coverage
Customer Service
-
Mountain Spy :: July 2008
For this edition of Mountain Spy, our 007 Liz Eren tackled group visits with the usual varying results, though none were too awful. The…
-
Mountain Spy :: September 2008
This month, Mountain Spy Liz Eren set out to see how well ski resorts are recruiting ski instructors. She found that most ski areas…
-
Best of the Best Practices
What are top resorts doing to set the standard for business practices in wintersports? First in a series. Welcome to the first of what…
-
Mountain Spy :: November 2008
Mountain Spy Liz Eren owes this month’s idea to Lonie Glieberman at Mount Bohemia. He often plays practical jokes on his staff with strange…
-
Disney’s Keys to Excellence
Great customer service starts with great employees. The “Disney Keys to Excellence” presentation at the Ski Areas of New York (SANY) show at Holiday…
-
Mountain Spy :: January 2009
Mountain Spy Liz Eren owes this month’s idea to Jen Butson at Ski Vermont. For this question, Liz chose resorts near major metropolitan areas. THE…
-
Speak Out :: Security Alert, and What’s Next For Troubled Resorts
What’s Next for Our Troubled Resorts? As with all other ski areas, we struggle with the problem of snowboard theft. It’s one of those…
-
Mountain Spy :: July 2006
SAM goes undercover The Question: I’m looking for an alternative to the beach this summer with my family, I have two kids and was wondering…
-
Paving the Way
It’s the first place our guests come to when they visit and the last place they see-our parking lots. How can we make them…
-
Mountain Spy :: September 2006
SAM goes undercover. The Question: I moved here from Colombia a few years ago and I do have a green card. I’ve been snowboarding…
-
‘Round the Clock
Some visitors can’t get enough corduroy. Is non-stop grooming the wave of the future? Twenty years ago it would have been blasphemy to prefer…
-
Mountain Spy :: November 2006
SAM goes undercover to learn about season pass options for the recent college grad. The Question: Hi, I’m just out of college and I…
-
What’s in a Number?
Winter resorts are eyeing their Net Promoter Score (NPS), and that’s good. But knowing the score is just the beginning. The winter resort industry…
-
Raising the Bar
CSIA and Sierra College have teamed to create a training program for lift maintenance and electrical staff. The polar ice caps might be getting…
-
Mountain Spy :: January 2007
Mountain Spy tackles women-specific rental equipment. The Question: I’m coming up to the mountain with a couple of my friends in the near future.…
-
Looking for Signs
Mountain resorts by their very nature are large spaces. Getting people to move around in them is a challenge, and that’s where good signage…
-
Mountain Spy :: March 2007
For this edition of Mountain Spy, our 007 Liz Eren got on the horn to find out how ski resorts handle phone clls about…
-
Dish It Out
When it comes to serving food, are we falling short? You stagger into the lodge after a morning of epic powder riding. Coated head…