Yes, we sometimes ask a question that might seem odd, weird, or completely off the wall. A question that requires customer service reps to think quickly and creatively. Some manage and some don’t, as the following conversations from the case files illustrate.
November 2008
The Question: I’m a legally blind skier and recently got a seeing-eye miniature horse. I wanted to make sure your resort didn’t have a problem with that.
Mountain 5, WI
First contact: Automated machine. Chose operator.
Answering Phone: Male (in need of a large Red Bull, ASAP).
SAM: [Stated question.]
Staff: You, ah, got a seeing… eye… horse?
SAM: Yeah.
Staff: That you want to bring to the mountain? What would you do with the horse?
SAM: Well, just like when I had a dog, he would stay in the lodge with a friend while I went skiing with a guide.
Staff: Well, we have had dogs here before, but we’ve never had a horse, I don’t know what to say. I don’t really want a horse walking around the chalet.
SAM: Okay. That’s why I was calling to check.
Staff: How do you even bring a horse around?
SAM: I have a miniature horse trailer that we use. It’s the same size as a big dog so you could even haul him in a covered truck bed. They’re pretty easy to transport.
Staff: Yeeeah… I mean it would just be such a spectacle inside with all the kids wanting to pet it, even more so than a dog, you know?
SAM: Understandable, sure. That’s fine. I can have a friend bring him back to the trailer while I ski. Thanks.
Staff: Sure. And when I see a miniature horse, I guess I’ll know who’s it is.
SAM: Sure, guess so.
Rating: 1
Comment: ‘Nuff said.
Debrief: Rather than focusing on why the horse might be a problem, the staffer could have spent more time exploring whether there was a reasonable way to accommodate it.
MOUNTAIN 6, CA
First contact: Automated machine. Chose guest services.
Answering phone: Megan (sweet sounding).
SAM: [Stated question.]
Staff: Oh, OK, that’s a good question. Let me see. I’m going to direct you over to Jane, and she’ll be able to help you with that question. Hold on one second.
(Transferred to Jane. Super kind and patient.)
SAM: [Re-stated question.]
Staff: Um well, sure, we’ll make whatever accommodations you need. How would that work exactly, though, as I’m a little unfamiliar?
SAM: Well, very similar to a guide dog. He would walk with me to the ticket booth and lodge, wherever I went basically. And then my friend would stay with him while I went skiing.
Staff: Well, we would make any accommodations necessary, and I’m assuming because it’s a seeing-eye animal then it’s exempt from any health codes. If you could just let me know when you’re coming, we would be able to have everything in order so it wouldn’t be a surprise for our employees and a hassle to you. How big is he exactly?
SAM: Um, he’s about 30 inches high. So about the same size as a golden retriever.
Staff: Ohh, okay then.
SAM: Oh yeah, he’s not like a large pony or anything. He’s more like a dog.
Staff: All right. Well, um, is he housetrained? I guess that would be our biggest concern. It might be a problem if he decided to go in the lodge.
SAM: Ha ha, of course, that would turn some heads. He is housetrained though, yes. So he won’t go unless he tells me he needs to, and with my friend there I’ll have more help.
Staff: Perfect, and of course we’re happy to have you come and ski with us, so why don’t I give you my direct line and cell phone number to call when you come. If you think of it, give me a call a day or two ahead, but if not, that’s fine and you can call me on your way. This way, I can make sure everything is in order for you.
SAM: Perfect, thanks so much. I really appreciate your help.
Staff: No problem, we look forward to seeing you this winter.
Rating: 9.5
Comment: Great attitude, super welcoming and made me feel comfortable. Big points for Jane.
Identity revealed: Sugar Bowl
Debrief: Instead of focusing on potential obstacles, Jane focused on accommodations. The result was a conversation that felt genuinely welcoming from start to finish.
May 2016
The Question: My fiancé and I are naturists. Would you be OK hosting a small, private, nudist wedding ceremony?
MOUNTAIN 3, ME
First contact: Automated machine. Chose operator.
Answering phone: Male.
SAM: [Stated question.]
Staff: Well, um, I’m just a switchboard operator, so I don’t have any answers to that one, but hold for one moment and let me see if there’s anyone in the office and I can transfer you. One second … I’m going to connect you up to our wedding and sales manager, and she can get you the answer, specifically. Just one moment…
(transferred…)
Answering phone: Female.
SAM: [Re-stated question.]
Staff: Oh! Hmm. HAHAHAHAHAHAHAHAHA! (wow, thanks for laughing)
SAM: Yeah. I’m sure you weren’t expecting that question.
Staff: I was not. HAHAHAHAHA. OK, I’m going to gather myself. I’m usually pretty good at coming up with answers, and you have stopped me in my tracks! OK! Can I have your name?
SAM: [NAME.] And it would be a very small ceremony. Very private. I don’t have any details yet. I’m just trying to call around to different venues to see if you can accommodate it.
Staff: Gosh. I don’t even know how to answer the question. I mean, I know it’s a yes or no question, but umm. Let me ask you, how many people are you thinking?
SAM: Probably 20 to 25.
Staff: Hmmm. I’m thinking. Ha ha! I’m just thinking about the resort and where you can have the privacy you need.
SAM: Sure, thanks. We know.
Staff: Well, it wouldn’t be the first time there were nude people in our base area!
SAM: Ha ha!
Staff: Ha ha! So let me … not that I don’t want to give you an answer, because my brain is just thinking of where on the mountain would work and where we could tuck you. But just let me talk to my sales manager, um, to see about her feeling on it. And then I would absolutely give you a call back.
SAM: Great, thanks.
Staff: I just think it’s so interesting! What’s a good number to reach you at?
SAM: [Cell number].
Staff: Thanks. Ha ha! I’m just like, “challenge accepted!” Let me just run it by our sales manager and see what she has to say. I mean, OMG, it’s a huge mountain and there are plenty of areas to go and do your thing. Let me just run it by her.
SAM: No problem, thanks again!
Rating: 5
Comment: She gets a 10 for the enthusiastic, supportive attitude. Really, A+. But minus 5 for laughing in my face. That makes no customer feel loved.
Debrief: The willingness to help was there, but the repeated laughter made the caller feel like a joke. Even unusual questions deserve the same level of professionalism as any other inquiry.
MOUNTAIN 6, VT
First contact: Automated machine. Chose weddings and sales.
Answering phone: Male.
SAM: [Stated question.]
Staff: Umm, that’s fun! Let’s see…
SAM: Yeah, and we understand it could make some guests uncomfortable, so we’re happy to be somewhere secluded on the mountain. We just love the mountains and would love to have our ceremony somewhere like your resort.
Staff: OK, yeah sure. So you know we don’t really do weddings here all the time. It kind of depends when you want to get married. Like, we can accommodate smaller weddings that aren’t in the summer or winter. So, like, most people want to get married in June, July, and August, but that’s tough for us because the areas we have that can host a typical wedding are areas that we use for our summer activities. In the, um, the fall and spring, like, how many people?
SAM: Small, maybe 20 people.
Staff: OK, so pretty small. And do you have a date yet?
SAM: We don’t. And we’re flexible. We’re really just trying to gauge venues right now. So if your schedule works better for fall and spring, we would be totally open to that.
Staff: I’m just trying to think where we could do that. Because, like, I think it’s great, I just know a lot of guests who come here might not, because you know, some people have their old-fashioned ways. And it would just be the ceremony?
SAM: Yup.
Staff: OK, I’m just trying to figure out where we could host 20 people.
SAM: Sure, thanks. And if it’s something you can’t host, no worries.
Staff: Yeah, I mean, I think it’s pretty unlikely, but I’m just trying to think of the spot. We have a huge mountain, OK, and a lot of beautiful spots, so I’m sure we can find a place, but the problem is what if it rains? You know, like, we don’t have an actual wedding facility. So then there’s the X down the road from us who could probably do it, but it could be an expensive spot for just 20 people.
SAM: OK. No problem.
Staff: You know what, one place I would maybe check is the Y Inn.
SAM: OK.
Staff: Which is beautiful and private! And people do get married there. And there’s a really nice place I went to a wedding in Y town. Are you from Vermont?
SAM: Um, not really.
Staff: OK, sure. What’s your name?
SAM: [NAME.] And I can check on the inn you mentioned. That sounds nice. Especially if you don’t think the resort would be the best option.
Staff: I think it would be tough because I can’t really think of where to do it unless you want to put up a tent so we can guarantee enough privacy for people who might not appreciate what’s going on.
SAM: Of course. It’s not a big deal if you can’t do it, so I appreciate your honesty.
Staff: Yeah, it just might be tough. But the other place I’m thinking of is the X Inn, which is a beautiful, secluded spot. They have a little pond, and a barn, and I believe they let people camp and have some hotel rooms. And I can’t imagine they would have a problem with this at all. But just, for us, I think it would be tough. I just always get back to “what if it rains?”
SAM: Sure, of course.
Staff: But now that I’m thinking about it, why does it matter if it rains? Not like your clothes are going to get wet! Ha ha ha.
SAM: Ha ha ha, exactly.
Staff: Right?!
SAM: Well, no worries. Let me check out the other two places you mentioned.
Staff: Yeah, they are both beautiful and have great websites, too. And you know, I can check with the resort again, but I would say probably not going to happen. And the nudist part is just a small part of it. It’s hard for us to do weddings, anyways.
SAM: No problem! I’ll call the other places. Thanks again.
Rating: 10
Comment: Personable, patient, and found other options. Nicely done!
Identity Revealed: Smugglers’ Notch
Debrief: He listened, worked through the logistics, and offered alternatives when the resort didn't seem like the right fit. That's a lot more helpful than a simple "no."
July 2021
The Question: "Can your bike park accommodate our tandem mountain bike?"
MOUNTAIN 5, CA
Answering phone: Automated machine. Chose other inquiries.
First contact: Male.
SAM: [Stated question.]
Staff: Uh, one second. I’ll double check for you.
SAM: OK. Thank you.
Staff: Thank you.
(on hold…)
Staff: Hi there. Thank you for patiently holding. Unfortunately, um, yeah, unfortunately, they are not allowed on the mountain. I’m sorry.
SAM: OK. Is there are reason why?
Staff: I was just told by two managers that they’re not.
SAM: OK. Thank you for your help.
Staff: Thank you. Have a nice day.
Rating: 2
Comment: “Because I said so” is hardly a satisfying answer to any question, and that’s how this felt. The managers (two of them!) should have armed the staffer with more information, or he could have offered to connect me with someone able to provide more details. This exchange was superficially polite, but it felt dismissive nonetheless.
Debrief: The staffer took the time to verify the answer. Taking one more step to explain the policy would have left a much better impression.
MOUNTAIN 6, WI
Answering phone: Automated machine. Chose office manager.
First contact: Female.
SAM: [Stated question.]
Staff: A tandem?
SAM: Yeah.
Staff: Hmm. So, it has two seats on it?
SAM: Mm-hm.
Staff: I don’t know if that will go on our lift. I’ll have to get back to you. Can I have your phone number?
SAM: Sure. (gives number)
Staff: (repeats number) And your first name again?
SAM: [Name].
Staff: Let me ask the operations guys and see if we can handle that, and I’ll give you a call back.
SAM: OK. Thank you.
Staff: Alright, thanks. Bye.
(Calls back 2 minutes later. SAM lets it go to voicemail.)
Message: Hi, this is [Area Name] returning your call regarding your tandem bike. Unfortunately, we’re not able to allow you to ride the tandem bike at our bike park. Our lifts and our trails are not designed for a tandem bike, and we have to keep in mind, you know, the safety of you and our operators and everyone else on the trails. They’re just not designed for that bicycle application. But thanks for calling in with that. We will clarify on our website, now that you’ve asked, that it’s for single-rider, single-bike use only. I’m sorry about that, but I hope you find a place that you can ride your bike. Thanks a lot. Bye.
Rating: 10
Comment: You never know when you leave your number with someone whether they’ll actually get back to you. This staffer found an answer for me straight away and reached out within minutes. And, I mean, that voicemail—prompt, clear, consolatory. Also, how great is it that they took the call as an opportunity to add info to the website, instead of dismissing my inquiry as an eccentric one off? The Spy’s mission is accomplished.
Identity revealed: Little Switzerland
Debrief: This is a great example of the impact of follow-through. The answer may have been “no,” but the impression the ski area left was positive, leaving the door open for future interactions.
May 2024
Question: “Can I grass ski at your resort this summer? I have my own equipment.”
MOUNTAIN 6, MI
First contact: Female.
SAM: [Stated question.]
Staff: (rude) What is it?
SAM: Grass skiing. I have done it a couple times out East. They are just special, shorter skis that you wear, and I would hike up the mountain and ski.
Staff: Never heard of that. (long pause)
SAM: OK, yeah, I know it’s not very common in some places.
Staff: (snide) Yeah, doesn’t seem like it.
SAM: Do you know if I can do this?
Staff: (curt) I would just need to take down your information and have someone figure it out.
SAM: OK, thank you. (gives contact information)
Staff: Thanks. Someone will be in touch. (riiiiight)
SAM: Thank you. Bye.
Score: 1
Comment: Thanks for providing us with a teaching moment, rude staffer: It’s OK to not have all the answers, or not be familiar with everything customers call about. It’s NOT OK to be rude and make a person feel bad for asking a question. Just be nice and as helpful as you can be. This staff member was neither.
Debrief: Making a guest feel foolish for asking is never a good look. In fact, it is a good way to permanently slam the door on a prospective customer. Their loss. Grass skiing is cool, yo—and so is the Spy.
MOUNTAIN 7, MN
First Contact: Male.
SAM: [Stated question.]
Staff: Um, let me try and send you to someone who might know the answer for that.
SAM: Thank you.
(transferred…)
Second Contact: Female.
Staff: (chipper) If you could come what?
SAM: Grass skiing. You basically just hike up the mountain and then ski down on special short skis.
Staff: Oh, that is not a question I have had before (chuckles).
SAM: (laughs) I kind of figured.
Staff: I have never even heard of that, to be honest.
SAM: I have done it before at a mountain out East.
Staff: OK. Hang on a second let me see.
(on hold)
Staff: Are you still there? Can I take your name and phone number?
SAM: (gives contact information)
Staff: (kind) The reason I asked was we have some construction going on this summer. So, nobody knows the answer to that right now, but we can find out and let you know.
SAM: That would be great, thank you.
Staff: (cheerful) You’re welcome! Bye.
Score: 8
Comment: Her friendliness and positivity were refreshing after being met with such snark on other calls. Of all the folks who took my contact info, she was one of the few I thought might actually call back.
Identity Revealed: Giants Ridge
Debrief: She didn't have an answer, but she did have a positive attitude and a willingness to help. Sometimes that's enough to reassure a guest that their question won't disappear into the void.
