This year is the 20th anniversary of Mountain Spy, and to mark the occasion we’re cracking open the archives. Twenty years of covert calls adds up to a remarkable record of how resorts greet guests—sometimes with charm, sometimes with unearned cynicism.
Spy has never really been about the question. It’s about the people on the other end of the line: the ones with pep and empathy, the ones who can explain anything with confidence, and the ones whose eyes you can hear rolling through the receiver. Spy is a judge of customer service, which, in many ways, is a reflection of an entire ski area operation.
For this anniversary kickoff, we’ve pulled a handful of the most memorable interactions—good, bad, and truly baffling—and filed them into fresh categories that honor their unique brilliance … or lack thereof.
Case File: May 2007 | Am I Forgetting Something?
The Question: My boyfriend and I are planning on coming up to your ski area this weekend and we haven’t been skiing in years. How much will we spend for the day?
Mountain 4, CA
First Contact: Male (tired sounding).
SAM: Stated question.
Staff: Do you need accommodations or just skiing?
SAM: We won’t need accommodations. Just skiing.
Staff: OK, we’re looking at $29 for an all trails pass and if you need rental equipment, it’s $21.
SAM: OK, well, what’s included in the rental package?
Staff: Ski boots and ski poles.
SAM: OK then. Thanks so much.
Staff: Sure. Bye.
Rating: 3
Comment: Ski boots, ski poles and … I know it’s been a while, but it seems there’s something else. Wow, dude, you’ve got to work on your social skills, and maybe your ski equipment knowledge.
Debrief: A reminder that even the simplest questions can take a turn. Boots? Check. Poles? Check. The sport’s defining piece of equipment? Apparently optional.
Case File: January 2025 | Abort! Abort!
The Question: I’m going to teach my partner how to ski. Do you have any tips?
Mountain 5, NC
First Contact: Female.
SAM: Stated question.
Staff: Um, one moment (flustered).
(transferred)
Second Contact: Male.
SAM: Stated question.
Staff: Um, hold on. (hung up on)
Score: 0
Comment: Such a terrifying question that not just one, but two staffers ran from it. Sorry for scaring you guys.
Debrief: Disappearing isn’t a recommended customer service technique. If you don’t have an answer—in this case, the best answer is definitely “don’t!” BTW—just say so. And then find someone who does.
Case File: January 2012 | That’s Not the Way We Like It
The Question: I’ve never skied before, but I would love to start this year. What do I need to know?
Mountain 4, N/A
First Contact: Automated machine. Chose operator. Waited 3 minutes!
Answering Phone: Female.
SAM: Stated question.
Staff: Umm, well, what would you like to start off with? Just you and ah, like, how many people?
SAM: Well, I was just talking about it with a friend so I’m not sure if we’ll come together, but I was just wondering what I need to prepare for…
Staff: OK, umm, exactly, we actually have a package, it’s called X and you can, like, choose to do one day, two days or three days. And it, uh, involves a lesson, up to an hour, rental equipment and then you get ah, um, like, the lift ticket as well.
SAM: Cool, OK.
Staff: Yeah and if you do, um, the three days you’ll, umm, ah, you’ll be able to do a lot more with that. So I would definitely suggest doing the three instead of, like, the one day because every single day you’ll learn something new. And you’ll, so yeah, you can definitely do one of those, and that’s just, like, one of our beginner programs.
SAM: Sure, yeah that sounds good. So you think I should just start with that lesson package and then go from there?
Staff: Yes, and you can apply for that online. (Apply?!)
SAM: OK, just go to your website I assume?
Staff: Yeah.
SAM: Thanks. Well, any other suggestions for a first timer?
Staff: Um, I mean, I suggest probably since you haven’t, like, you’ve never done it before?
SAM: Nope. (Pretty sure I just said that…)
Staff: So, um, I would just wait on buying any type of, like, kind of equipment because, like, if you do the X program, you’ll get rental equipment. So just in case, ’cause you don’t want to spend, ya know, a lot of money on equipment that if you’re, like, if you don’t like it or, like, you just aren’t interested in it, like, doing it, then that would just be a pain to return everything. (What? Was that English?)
SAM: OK.
Staff: So, I would definitely suggest doing that instead just, like, if you really are interested in learning about it and really trying this out then definitely start with our beginner program.
SAM: OK. Well I guess I’ll go online and apply for that lesson.
Staff: Alright, you’re welcome. Bye.
Rating: 2
Comment: The word “like” should not exist in customer service. Like, never, period.
Debrief: Yes, it’s possible to try to say too much. Guests need clarity, and this call delivered a verbal hailstorm instead.
Case File: January 2023 | Let Me Forward You
The Question: Do you have a space where I can work from the mountain?
Mountain 6, NY
First Contact: Female.
SAM: Stated question.
Staff: So, you’re looking for employment?
SAM: No, my work is very flexible so I can work a couple hours and then go out and ski. I didn’t know if there was an area where I could work for a little bit and then go skiing.
Staff: Um, give me one second.
SAM: OK.
(Transfers me to the employment and HR voicemail box.)
Score: 1
Comment: Maybe it was my phrasing? Maybe she has too much ear wax? She should have made sure she understood my question before transferring me to someone else—in this case, the wrong department.
Debrief: Suggestion—clarifying a question beats punting it to a voicemail box, especially the wrong one.
Case File: March 2021 | Do We Allow WHAT?!
The Question: What’s the boondocking scene at your resort?
Mountain 6, NC
First Contact: Female.
SAM: Stated question.
Staff: Give me one second... (doesn’t put me on hold, talks to coworker) “Hey, this guy asked me if we allow boondocking.” “What?” “Boondocking.” (long pause…) “What is that?” “I don’t know.”
Staff: (talking to me now) No, we do not allow that.
SAM: Oh, OK. So, I can’t camp in my sprinter van overnight?
Staff: Nooo.
SAM: Thanks for letting me know.
Staff: No problem. Have a good day.
Rating: 1
Comment: First, learn to hit the mute button. Or at least put your hand over the mic. And second, it’s OK to say no—but know what you’re saying no to.
Debrief: Proof that the mute button is customer service’s greatest overlooked app.
Case File: July 2018 | I Know the Answer to That
The Question: I’m planning to bring my family there this summer to do some of your activities. Does the resort have medical staff on site?
Mountain 9, MI
Answering Phone: Automated machine. Chose operator.
First Contact: Male.
SAM: Stated question.
Staff: Well, I’m actually on the volunteer ski patrol during the winter. And from what I understand, the mountain is trying to launch a summer program as well, but I’m not quite sure where they are in that process.
SAM: Oh, nice.
Staff: I’m here at least five days a week, and I’m also an EMT with the local ambulance service here. There are a couple more people here that are also EMTs. They’re not necessarily on staff as EMTs, but they give us a call if something serious happens and we head out to help. There’s also the local EMS in the area, too.
SAM: Well, it sounds like I got the right guy on the phone!
Staff: Ha! Our recreation staff are all first aid and CPR trained. That’s part of their training. Same with the fitness and pool staff. Not to the level of EMT training, but for first aid stuff they are well equipped to handle it.
SAM: It’s nice to know that if something happens while we’re there, you guys are prepared to help out.
Staff: Yup. For sure. Can I help you with anything else?
SAM: That does it for now. Hopefully you won’t need to help me while we’re there!
Staff: We’re here if need be, for sure.
SAM: Thanks!
Rating: 10
Comment: My favorite part of what he said: “That’s part of their training.” Winner!
Identity revealed: Crystal Mountain
Debrief: This is the exact tone you want when asking about potential emergencies: calm, informed, and personal. Reassurance like this builds trust instantly.
Case File: May 2008 | Are You Still There?
The Question: I just got new equipment and had a friend who had his skis stolen recently. I wanted to know what your policy is if my equipment were stolen?
Mountain 5, QC
First Contact: Operator [transferred to guest services].
Answering Phone: Male (cranky sounding).
SAM: Stated question.
Staff: Um, well, you have to fill out a report, ma’am. (silence…)
SAM: OK, what kind of report? One for the mountain or the police?
Staff: Both.
SAM: Ookay, after I fill out a report what happens?
Staff: Well, there’s an investigation. (silence…)
SAM: So, you investigate and hopefully my skis are found.
Staff: Ahh, yes, hopefully they’re found.
SAM: OK, but if not… then what. Anything else?
Staff: It gets handed over to the police. (silence...)
SAM: Right then, that’s it I guess. Thanks.
Rating: 1
Comment: Killing me with the silent treatment. Oh, and the serious lack of information.
Debrief: It appears that a helpful policy explanation went missing along with my hypothetical skis.
Case File: January 2011 | Check That Again, Mr. Know-It-All
The Question: I'm calling about an ad I saw for Learn to Ski and Snowboard Month. It said it was for the month of January for people new to skiing or snowboarding. Can you tell me what it's all about and if you're participating?
Mountain 5, CA
First Contact: Automated machine. Chose snowsports school.
Answering Phone: Young male (Mr. Know-It-All-sounding).
SAM: Stated question.
Staff: Yeah, ya know, I just got off the phone with another girl who was asking the same thing (see, real people do call with these questions!) so I got up and started asking around the office, and one of the new girls had the article. I guess it was in a local newspaper as well, if that makes sense? But anyway, are you looking for the free lessons?
SAM: I guess the ad said something to the effect that there were discounts and offers available to first timers.
Staff: Yeah, yeah, I know here we’re not doing those lessons, but it would be a good idea to check with the X newspaper—
SAM: Are you part of that January program at all?
Staff: Let me ask, yeah, ya know, I didn’t think so, but that’s a good question. What’s it called again? Learn a what?
SAM: Learn to Ski and Snowboard Month. (Maybe you should write it down this time.)
Staff: Hmm, yeah, OK, bear with me for one moment. (bearing with him…)
Staff: Umm yeaah, we’re not a part of that. It is a good deal they were saying, guess there’s a little buzz around it.
SAM: Alright, so you’re not doing any deals in January?
Staff: Nooo, sorry ’bout that. You might try another mountain?
Rating: 2
Comment: “A little buzz?” I’ve got a little buzz for you: your resort IS taking part in the program.
Debrief: A classic case of “We’re not doing it”—except they were. Here's a thought: Make sure you know what you're talking about.
Case File: November 2014 | I Know What You Mean
The Question: A friend of mine was injured last year when another skier ran into her. I ski with my friend’s kids and was wondering what your area does to ensure safety?
Mountain 7, MT
First Contact: Automated machine.
Answering Phone: Male.
SAM: Stated question.
Staff: I’m so sorry to hear about your friend. Unfortunately, those things do happen now and again, and there isn’t too much we can do about it. I want to say that we can just stop those kinds of people in their tracks, but once they’re hauling down the mountain it’s hard to just stop them, you know?
SAM: I guess so. I just am wondering what is being done to avoid that from happening in the first place.
Staff: Well, we try our hardest with skier responsibility code signs throughout the mountain—napkins, bathroom signs, you name it. And from there our ski patrol is monitoring the mountain throughout the day, specifically looking for people like that to try and avoid any accidents.
SAM: OK. So there’s education signs and patrol?
Staff: Yup, exactly. It’s hard to control that many people throughout the day, but we try our hardest and hope you come back.
SAM: I will, thanks. I guess I’ll just keep a head’s up for who’s skiing around me.
Staff: Yes, for sure. Being aware can make a big difference.
Rating: 9
Comment: The only one to discuss education efforts, as well as on-mountain patrol, while also explaining that it is incumbent upon the guest to take responsibility, too.
Identity Revealed: Big Sky
Debrief: Compassion, education, and accountability in one neat package. A calm explanation, genuine empathy, and an understanding that safety is shared.
Case File: November 2015 | Nailed It!
The Question: Do you have gluten-free dining options at your resort?
Mountain 7, MI
First Contact: Automated machine. Chose guest services.
Answering Phone: Female.
SAM: Stated question.
Staff: Ahhh, I am not sure about that. I can transfer you over to Mike and he can answer that for you.
…Transferred…
Second Contact: Mike.
SAM: Restated question.
Staff: Sure. Absolutely. We have several gluten-free options. The best person to answer is my executive chef, but he’s not in at the moment, but in every outlet there are gluten-free options.
SAM: Great. So I can find something for the family?
Staff: Of course. Sure. Because a lot of the stuff you can make is produced without gluten to begin with, and our teams in each of our dining outlets know what those are. We have a gluten-free pizza dough at our X outlet.
SAM: Great.
Staff: Now, it’s not as good as the normal dough, right!? But it is gluten free. Ha Ha! You know, we try to make it as good, but you never quite can, right?
SAM: No, it’s never quite as good, is it? Well, that’s nice to know we have options at all your restaurants.
Staff: Yes. And our staff in each outlet know what the gluten-free options are, and my executive chef is very well versed in what the gluten-free options are throughout the property as well, if you had any specific questions. When are you planning to come?
SAM: This winter. We usually come up a few times.
Staff: Yup, of course. And there are already items that are naturally gluten free on our menus, so you’ll have plenty to choose from.
SAM: Great. Thank you.
Staff: No problem. And let me give you my direct line. Just ask for me when you come in. My name is Mike Doumanian, and I’m the director of food and beverage. So if there are any questions you have, I would be happy to help out and point you in the right direction. [Given direct line]
SAM: Thank you!
Staff: Anytime. And where are you guys out of?
[Yikes! Always a tough question for the Spy!]
SAM: We’re actually not from the area, but have friends that are close to you, and we visit them a few times each winter and head up there all together. It’s always so much fun. Thanks so much again.
Staff: You’re welcome, have a wonderful day.
Rating: 10
Comment: Yahtzee! That’s how it’s done, folks.
Identity revealed: Boyne Mountain
Debrief: Friendly, knowledgeable, and confident enough to joke about gluten-free pizza dough. A masterclass in turning a niche question into great service.
