Twenty years of Mountain Spy have produced a revealing archive of guest interactions. For this anniversary edition, we went back through the files and pulled a collection of summer-focused inquiries.
From families looking for alternatives to the beach to first timers weighing hiking or zip lining, each call captures how well resort staff translate summer offerings into something worth the trip. When the right person answers the phone, things tend to go well. And in some cases, it would probably have been best for the person to let it go to voicemail. Some responses still hold up. Others show just how much—or how little—has changed.
July 2006
The Question: I'm looking for an alternative to the beach this summer with my family. I have two kids and was wondering what sort of summer activities your mountain has to offer?
Mountain 4, MI
First Contact: Woman’s voice, “Where may I direct your call?” It sounded so much like an automated voice that I waited a couple of seconds to let my confusion pass.
SAM: Uh, hi. [Stated question.]
Staff: OK, I’ll transfer you over to the activities center.
Answering Phone: Young male. Really sounded like he hated his job at this point.
SAM: [Re-stated question.]
Staff: This coming weekend, we’ll have the pool open, so it’ll be an outdoor water park. When were you planning on coming?
SAM: I’m not really sure yet. When I do, though, I was thinking for the day on Saturday, something like that.
Staff: Aright, after [date] the outdoor program will begin, but before, we’ll have limited things. But after [date], the activity park is open from 8 a.m. to 10 p.m., we have mountain biking that is open from 10 a.m. to 8 p.m., there is a fitness center, which is also open all day, a climbing wall that is open from 11 a.m. to 7 p.m., we have movie rentals and we can setup canoes and kayaks if we have advance notice, (whoa buddy, take a breath) we have great hiking on the mountain, too.
SAM: OK, great. That all sounds fabulous to me. Is all of this offered right at the mountain, or are some of these local area activities?
Staff: They’re all right here at the mountain base.
(Waited to be directed to the website or given some sort of lead. Really long pause. . .really long. Tried to see if I could win this time. Nope.)
SAM: Alrighty then. Is there a website I can go to to find out more?
Staff: Yeah, there is. (Silence. . . no kidding.)
SAM: (Laughing) Good to know, is there an address?
Staff: Uhh yeah. . . it’s xxx.com. (The silence returns.)
SAM: OK, thanks then. Bye.
Score: 5.5
Comment: Customer service reps should be out-of-work children’s entertainers so there’s always some color to the conversation, or some sense of interest in the customer. This guy obviously failed, I would say miserably but he did give me a decent rundown of what they had and when it was open. But that is all I’m giving him a little bit of credit for. I got the feeling he was suffering through this job to get a free pass next season … cry about it, dude.
Debrief: Solid info, tough delivery. Listing off activities is one thing, helping a family get excited about them is another.
Mountain 7, CO
First Contact: Automated machine. Chose activity information option.
Answering Phone: Younger girl, very polite, enthusiastic.
SAM: [Stated question.]
Staff: Uhhhh, let’s see here, are you coming this weekend?
SAM: Well, I’m not sure yet. I just wanted to see what activities you had to offer.
Staff: Well, your best bet would be to come up later on this month. The mountain actually opens everything on [date]. As far as activities go, we have hiking, mountain biking and we also have things for the kids. Let’s see if I can find everything (short pause … wondering exactly where she is looking). Right, so we have one of those bunchy uh… I’m trying to figure out exactly what they are called. We have the paddle boats, and we’re also going to be offering go-carts. Another cool thing that we have is called XXX. I’m guessing you’re familiar with the mountain?
SAM: I’ve skied there a couple times, but I’ve never come during the summer.
Staff: Alright, well we also have horseback riding, and we have a climbing wall just for the kids. Oh right, here it is… it’s called the power jump—that’s the bungee thing. We have a mini-golf course as well for the kids.
SAM: Oh yeah, great. I was going to say, my two kids are 5 and 12, so I wanted to see what activities they could participate in. But it sounds as though you have lots.
Staff: Oh yeah, you have almost everything for the kids. Then there is an everyday pass for $XX with unlimited access to just about everything. Oh yeah! We have a Diggler, which is a mountain scooter, which is really awesome. So, the kids can take that all over the mountain on the trails and really have a blast. So, the passes have unlimited access to the boats, climbing wall, and free equipment if they wanted to take a bike and ride it down mountain on the soft course.
SAM: Oh, great, that pass sounds like a good deal.
Staff: Oh yeah, it’s definitely worth it. Then it’s also really nice if you stay later into the night when you can lay under the stars and watch a movie on the big screen. It’s really awesome for the family. That’s the XX outdoor activity that I was telling you about.
SAM: Well, OK then, all sounds wonderful… Can I go to your website to find all the details and potentially book something?
Staff: Oh, of course, that’s actually where I’ve been looking this whole time.
SAM: Thanks very much.
Staff: Anytime, I hope you come visit us.
Score: 9.5
Comment: Minus .5 for leaving me to ask about the website, but I got off the phone ready to pack the kids. The girl’s enthusiasm really was the icing on the cake. She wanted to be as helpful as she could and cover as much as she could, and she took her time. She really seemed excited for me to come and visit. Real point booster: She was looking at the website the whole time—it gave me evidence that I could follow up on all the activities she mentioned to really give me some good details.
Identity Revealed: Copper Mountain
Debrief: Plenty of information, delivered in a way that, while meandering, was also genuinely inviting. Proof that attitude and tone matter as much as information in a guest service call.
July 2013
The Question: I’ve heard a lot about your zip line and how fun it is, but I’m nervous about trying it. Is it safe?
MOUNTAIN 1, VT
First Contact: Female.
SAM: [Stated question.]
Staff: Uh, yeah. You're actually strapped in. You go in like a soft sling, or swing chair, whatever you want to call it.
SAM: OK.
Staff: Yeah, and then you climb up the platform, and they release you and you come back down! It's about a half mile.
SAM: So, I'm sitting in a chair thing?
Staff: Yes. Yes. (Whew, glad we got that technical term clarified.)
SAM: Um, OK.
Staff: They put you in a chair, and they release it, and you come right down on the zip line.
SAM: Sounds fun.
Staff: Ha ha, they will explain it better. (Then why are you answering the phone?)
SAM: I guess I'll come watch it a few times.
Staff: Yeah! You can come look at it before you take the plunge! We have other things here to do as well. (Silence...)
SAM: Cool.
Staff: All right, have a good day!
Score: 2
Comment: Seriously? I’ll be taking my money-carrying thing elsewhere.
Debrief: For someone who’s nervous, the imprecise descriptor “chair thing” isn’t exactly comforting. A clearer explanation of how the zip line works (and why it’s safe) would go a long way toward turning hesitation into excitement.
MOUNTAIN 7, VT
First Contact: Automated machine. Chose appropriate number.
Answering phone: Female.
SAM: [Stated question.]
Staff: Oh, extremely! What it is is you wear a harness. And it's a whole course actually, not just one zip line. So, it's seven zip lines, two bridges and three belays. It is $XX per person, and it lasts upwards of about two hours.
SAM: OK.
Staff: But it's completely safe. You're connected to the zip line at three points at all times. So you're always connected. There's three different points where you're connected.
SAM: OK.
Staff: You go up with two guides. One is the lead, and the other is the sweep. The sweep sends you on the zip line and the guide catches you and pulls you in. It's an automatic braking system so you don't have to worry about using a hand brake or anything.
SAM: Awesome.
Staff: Ha ha, yeah, that's a plus. Um, you have to weigh at least 80 pounds, but no more than 250. Um, we recommend close-toed shoes. No sandals or flip flops. Just because where you land is a grate, so we don't want you to catch any toes on that.
SAM: OK, sounds good.
Staff: And we provide the helmet and harness, and they give you a safety talk before hand, and um, yeah...
SAM: Cool. So, I always have two people with me?
Staff: Right.
SAM: And you go in groups I assume?
Staff: Right. Groups of up to eight. So, you would sign up for a particular time and whoever else signs up for that time goes as well.
SAM: Great. Well, that's good to know I have guides with me the whole time.
Staff: Oh yeah. Nope, all the time. And like I said, you're always connected by three points so there's really no way of falling or anything!
SAM: Well, thanks so much for your help!
Staff: No problem!
Score: 9
Comment: Detailed information that boosted my confidence. Minus 1 for no website mention—the area website has a ton of great info on the zip line.
Identity Revealed: Okemo
Debrief: Now that’s how you handle a nervous caller. Clear explanation, specific details, and multiple reminders of how guests are secured all work together to build confidence.
July 2016
The Question: I’m coming to the area for a bachelorette party next month. Is there anything for us to do at your resort?
MOUNTAIN 3, CO
First Contact: Automated machine. Chose operator.
Answering Phone: Male.
SAM: [Stated question.]
Staff: Uhhh, sure. You’re talking to X resort, is that where you’re going to be around?
SAM: Yup. We’ll be around your resort. (Why do you think I’m calling you, sir?)
Staff: Sure, um, you’re coming in July?
SAM: Correct. Mid-July.
Staff: Um, we have mountain biking, hiking, scenic chairlift rides, outdoor BBQ at the top of the mountain. And then we have activities like putt-putt golf and things like that. Um, and then we have a bunch of restaurants in the village, and, so um, yeah, that’s sort of what we offer.
SAM: OK. So you’ve got some options. Great.
Staff: Yeah. Yeah. (Silence…)
SAM: OK.
Staff: And then we have wine excursions and Jeep tours. The tours take about an hour-and-a-half up the mountain. And then we have—typically on Wednesday, Thursday, and Friday—we have wine excursions. So it’s a Jeep tour plus a stop at X for wine tasting. So... yeah. (Silence…)
SAM: Sounds cool. Thanks.
Staff: If you go to abc.com we have all this information on there.
SAM: Great, thanks. I was wondering if your website had more details.
Staff: Yeah, and depending on which days you are here, we have some concerts throughout the summer. They’re listed under events. So… um, yeah. (Silence…)
SAM: Well, alright then. Thanks for the info!
Staff: Yup. Bye.
Score: 3
Comment: Plus 3 points for giving me options and volunteering the website info, minus 7 for having the personality of a rock. So... yeah.
Debrief: The information is there, but the energy isn’t. Activities? Check. Personality? Still on hold. For a group coming to celebrate, a little enthusiasm would’ve gone a long way.
MOUNTAIN 6, NH
First Contact: Automated machine. Chose operator.
Answering phone: Male.
SAM: [Stated question.]
Staff: Have you already reserved the party through us?
SAM: No, we’re just looking at area activities.
Staff: OK, well, our four main attractions are the zip tour, which is zip lining for $85 a person. How big is your party? Because sometimes we do group rates.
SAM: I think we have about 10.
Staff: OK, I believe you need more than that for the group rates. Um, we have Segway tours if you know what that is. It’s those machines you ride. We also have an aerial treetop adventure course, which is essentially ropes courses. They start at rather easy and go through five sections to rather difficult. And we have what’s called the X Zone out back, which has such things as a stunt jump where you climb up and jump down into an airbag, a tubing course where you slide down and it launches you into an airbag. What’s the date of your party?
SAM: We’re looking at early- to mid-July.
Staff: OK, so on July 4th, if it stays on schedule, we are looking at opening our brand-new mountain coaster! That’s a roller coaster, but it’s not built up in the air. You go up the mountain and come down it. It uses the mountain instead of a structure that’s up in the air. Super fun!
SAM: Cool!
Staff: Yeah, and you know, if you buy the Discover Pass, that has all those smaller activities like the jumps I told you about. You also get paddle boats and chairlift rides and mountain bikes and a bunch of things included. All of that is on the website if you want to peruse it on your own time. You go under the summer tab on the website and everything is there.
SAM: Great, I’ll take a look.
Staff: Any other questions?
SAM: I think that’s it for right now.
Staff: Sounds good. And if you check out the calendar on the website, we sometimes have large events and activities, there’s usually a lot going on. But what we offer is those four main activities I told you about. I would recommend the zip tour, if you and your party are adventure fans. That’s usually the most dynamic thing for a group.
SAM: Awesome. Thanks.
Staff: Hey, thank you. Thanks for your call!
Score: 10
Comment: Very polite and provided enough info to make me feel like an expert. Winner, winner!
Identity revealed: Gunstock
Debrief: A few questions, a few recommendations, and suddenly this sounds like a plan. That’s the difference between listing activities and actually helping someone book a trip.
May 2022
The Question: “Can my family and I camp on your mountain this summer?”
MOUNTAIN 5, CO
Answering Phone: Automated machine. Chose operator.
First Contact: Male.
SAM: [Stated question.]
Staff: Uh, not right on the mountain. You will need to do that elsewhere. You can camp on the other side of the highway; I’ve camped over there before. Um, but not on the mountain.
SAM: OK, gotcha. So, any idea where I can find more information on camping in the area?
Staff: (Long pause…) Um, Google (condescending chuckle).
SAM: Google. OK. Thanks.
Staff: Sorry.
SAM: Bye.
Score: 0
Comment: Really, dude? Sassy, mean-spirited answers don’t fly with the Spy. “Google” is about as little effort as a guest representative can give. Too cool to help a dad looking for info, I guess.
Debrief: The “no” is never the problem in calls like this. It is always the complete lack of empathy and invitation that come with it. Being helpful might take a little more energy, but it’s worth it for the impression it leaves.
MOUNTAIN 6, WA
Answering Phone: Automated machine. Waited for operator.
First Contact: Female.
SAM: [Stated question.]
Staff: Are you going to be backpacking?
SAM: Something like that. I was thinking just an overnight. Hike up with the family, spend one night, and come back down the next day.
Staff: Yeah! We’re on National Forest Service land, and yeah, you can backpack and pitch a tent if you find a nice place. There are some lakes up there. Yeah, people do that for sure. The trails aren’t fully dried out until early July, so you may find some patches of snow in the shade if the sun hasn’t hit it yet. When are you coming?
SAM: I was thinking end of June.
Staff: There can still be patches of snow in the shady areas at that time of year, just so you know, at the higher elevations. But yeah, there’s plenty of places! If you’re going to be camping in our parking lot, which people do, it’s not that pleasant because it’s a dusty lot, but there is a pleasant little stream behind it. We are going to be going through a ton of construction this summer, so it could be extra dusty and could have lots of trucks and stuff in it. But those are the only RV hookups for miles and miles and miles. We have some beautiful camping areas around here, but they book up so fast these days, on weekends especially. But there are quite a few other areas to camp around here and yes, you are welcome to backpack up and pitch a tent in a meadow or on a mountaintop or wherever you like.
SAM: OK, very good. Do you have hiking trails and a summer trail map?
Staff: Yes, we do! If you head to [website] and up in the search bar type in “maps,” you’ll see our trail and resort maps. Scroll down until you see the summer trail maps. And remember we are still in our winter season, so the whole website will flip over to summer operations probably the day after Easter. I haven’t confirmed that, but you’ll see there’s a whole bunch of summer maps you can download to your phone.
SAM: Wow, alright! So good to know. Thank you so much for all of this information.
Staff: Yeah, absolutely! Enjoy your trip with your family.
SAM: Thank you so much. Bye.
Score: 10
Comment: Wow. I am blown away. She checked all the boxes: cheery, welcoming, knowledgeable, and excited to hear I was bringing my family. She also provided helpful information and guidance navigating the website. She’s the person you want answering the phone and representing your resort’s brand.
Identity revealed: Crystal Mountain
Debrief: A clear answer, plus helpful context and a few honest tips, that’s how you guide a guest. From trail conditions to where to find maps, this call gives the caller everything they need to plan with confidence.
September 2023
The Question: “My family wants to come hike at your resort, but we’re pretty inexperienced. Do you have any advice?”
MOUNTAIN 4, CA
First Contact: Male.
SAM: [Stated question.]
Staff: Yeah, we have quite a few options.
SAM: OK. Do you have any particular trails that would be better for us beginners?
Staff: Umm, yes. (awkward silence) The [XYZ] trail is pretty good. There is some slight elevation, but under a mile and a half, and it has great views.
SAM: OK, great.
Staff: Near town there are better and mellower trails.
SAM: Oh, OK. Do you have the names of any of them?
Staff: No, but I am sure one of the adventure outfitters has recommendations.
SAM: OK. Do you run the lift during the summer?
Staff: (long pause) Umm, yes, we do. You can take it up to hike the trails that are at the top up there. You can also hike up the mountain instead of riding the lift, but it is pretty steep.
SAM: OK, thank you.
Staff: Yep, and we have a lot of info on our website too. Have a great day.
Score: 3
Comment: His long pauses left me less than confident about the quality of his information. Also, after pointing me to the website, which somehow seemed to have even less information than he did, he dismissed me without giving me the chance to ask more questions. A bit rude.
Debrief: When someone says they’re inexperienced, this is the moment to be specific. A few clearer recommendations would’ve made this a lot more helpful.
MOUNTAIN 5, ID
First Contact: Female.
SAM: [Stated question.]
Staff: Uh, yeah. Where are you guys staying?
SAM: We aren’t quite sure yet. We are in the first stages of planning the trip.
Staff: OK. So, we have some stuff all around. Something that is a wide range of terrain is called [local hiking area]. If you wanted to look that up, you can see all the different maps. I think that it is posted on the [XYZ] National Forest website. Something else that is pretty close to the resort, which is very easy, is called [XYZ] trail. It has two loops that range in distance. Then, there is the mountain itself. You don’t have to start from the very bottom of the mountain and hike up—we have the gondola. So you would just pay to ride it, or you can hike up the mountain and ride it down. However, hiking up is about two to three miles, and it is straight up.
SAM: OK. If we ride up the gondola, are there hiking trails that take us down? Or do we just hike around up top and take the gondola down?
Staff: (peppy) Either! There are nice trails that take you down, but you can also stay up top and hike and take the gondola down.
SAM: Great. Also, do you offer guided hikes?
Staff: I don’t believe we offer that, but I would reach out to [local company]. They don’t specifically offer guided hikes, but they are very outdoorsy and the employees may just do it on the side for you.
SAM: Thank you so much for your help.
Staff: Of course. Also, we do have our trail maps for the mountain on our website if you want to look at that and get an overview of what we offer. We offer mountain biking as well.
SAM: OK, great. Thank you again!
Staff: Not a problem, goodbye.
Score: 8
Comment: She was friendly and took the time to explain my options in detail, treating me like a novice without being at all condescending. I also appreciated her willingness to provide an alternative off-resort option when I asked about a service the mountain didn’t provide.
Identity Revealed: Sun Valley
Debrief: This is what beginners are looking for: clear options, helpful context, and a few places to start. Well done.
