REOPENING THE CASE FILES 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—some- times 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?
SAM: Stated question. Staff: Um, hold on. ( hung up on )
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?
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. .
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?
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?
Staff: Ski boots and ski poles. SAM: OK then. Thanks so much. Staff: Sure. Bye.
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.
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.
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