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Staff: So, they do have lessons. The availability kind of depends on instructor availability. So, like I said ( annoyed ), with the camp during [dates] it may not be as available on those days. You would just need to come in and ask. It just depends. SAM: Is it OK if I call to ask? Or do I need to be there? Staff: No, you can call the day you want to go, and they can let you know if someone is available. SAM: We like to plan ahead. Can I call a week or so in advance?
SAM: OK, but you don’t offer lessons or anything? Staff: No. SAM: So, the trails you are referring to, are they flat so I could learn? Staff: Yeah. SAM: But not up on the mountain? Staff: No. SAM: OK. Do you rent bikes? Staff: No. SAM: Does anyone in the area? Staff: ( checked out ) Not sure. I would check with [shop] and give them a call. SAM: Alright, thanks. Staff: Goodbye. Score: 1 Comment: If there were a sport for one-word answers, she’d be on the podium. Not exactly overflowing with assistance. MOUNTAIN 6, ID First Contact: Female. SAM: Stated question. Staff: Um, hold on, let me ask for you. SAM: OK. Thank you. ( on hold ) Staff: ( chipper ) So, yes, we do offer mountain biking lessons. SAM: Oh, perfect. Staff: Yeah, so it’s a two-hour private lesson tailored to your ability, trails, choice, and goals. SAM: And it’s OK that I’ve never ridden a bike before? Staff: I mean, it says that it’s tailored to your ability, so even if your ability is that you don’t know how to ride a bike ( chuckles ), they will work with you on that. SAM: That’s great. Staff: If you want to go ahead and book that now for a certain date, we definitely can. SAM: OK. Let me talk with my friends first. We didn’t pick a date yet. I wanted to make sure I could tag along first. Staff: Perfect. SAM: I don’t own a bike—do you do rentals? Staff: Yes, we do rentals. You would get your rental whenever you get here, just so you can figure out which one works best for you. We typi- cally do the lessons from [a.m. time slot] and then another batch from [p.m. time slot]. So if you wanted to do the lesson in the morning and then all of you go out together, we can schedule it that way. SAM: Oh, that would work out great. I will call back once we know more. Staff: Sounds great. Have a great day. SAM: Thank you! Goodbye. Score: 10 Comment: She was cheerful and solution-oriented. After confirming the lesson could be tailored to my skill level, she laid out the details with clarity and confidence. AND offered to book me right then but didn’t force it. Nicely done!
Staff: That should be fine ( she’s over it ). SAM: Do you know, are the lessons private?
Staff: Again, it depends. If there is more than one person that wants to do it, then it’s a group lesson. But usually not a lot of people do it. SAM: OK, thanks for your help. Staff: Yep, goodbye. Score: 3 Comment: It’s OK not to be an encyclopedia of everything your resort offers. Don’t get annoyed when a caller subtly points out that you gave wrong info and you discover it to be true, though. She went from assert- ing that the resort doesn’t offer lessons to being an expert on how lesson scheduling works—but I’m not confident in her expertise. MOUNTAIN 4, CO
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First Contact: Female. SAM: Stated question.
Staff: If you do a private lesson, we can teach you how to ride a bike. We did it for a lady earlier this year. So, ( excited ) we can do our best to try to teach you if you’ve never ridden a bike before. If you do want to do that, you would need to select a private lesson. SAM: Oh, that is so great. I have pretty good balance, but I’ve just never been on a bike before, so I wasn’t sure. Staff: Yeah ( chipper ), we taught a 38-year-old lady how to ride earlier this year, so we could probably do that again. SAM: Oh, that is awesome! We haven’t booked a date yet, but would I just book online? Staff: Yes! Just go to [website]. As long as you book at least two days in advance, you will get the pre-book rate. You’ll need to book a lesson and then your bike separately. SAM: Perfect. And do I need to say that I am a first timer, or do I just let them know when I get there? Staff: There are comment sections when you book the lesson, so you
can just put a note there. SAM: Great, thank you! Staff: Yeah, have a great day.
Score: 9 Comment: She was upbeat and reassuring, and I love hearing that I wouldn’t be the first newbie they’ve taught. Clear info, good energy—no complaints here. MOUNTAIN 5, NY First Contact: Female. SAM: Stated question. Staff: ( rude ) Yeah, we have areas where you could do this, not on the mountain itself.
Identity Revealed: Tamarack
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