Staff: ( sincere ) No, unfortunately not. SAM: Is it fine if she’s in a carrier strapped to me? Or do I need to hold her in my hands? Staff: Yeah, that is totally fine if she’s strapped. Yeah, that is alright. SAM: Great, thanks for the help. Staff: And she would be free to ride. SAM: Awesome, thank you. Staff: Yeah, ( chipper ) is there anything else I can help you with? SAM: No, that should be all. Thank you. Staff: Great, you take care. Score: 7 Comment: Quick, friendly, and to the point—with a bonus mention that the baby would ride for free. Not a bad experience at all. Would’ve been nice to get a little more guidance up front rather than having to ask the follow-ups, but hey, he didn’t sigh or suggest I just “check the website,” so points for that.
Staff: ( cranky ) Um, you can keep her in your arms on your lap. SAM: OK, I just get worried about that. Staff: Yeah. SAM: Could I put her into a carrier that is strapped to myself? Staff: Yeah, that’s fine.
SAM: Alright, thanks. Staff: Yep, goodbye.
Score: 0.5 Comment: Half-point for picking up the phone, and that’s generous. I hope this half-wit isn’t the one running the lift when we visit because he clearly doesn’t care about being helpful, or attentive, or polite. I was just asking about bringing my unsecured baby onto a chairlift, so why should he be empathetic or give anything other than curt answers? (insert eye roll)
MOUNTAIN 6, ME
MOUNTAIN 4, NY
First Contact: Female. SAM: Stated question. Staff: Yes, it would be free for her. You would probably want to do the cabin where it’s all enclosed. SAM: OK. So, we would take the gondola instead? Staff: Yes, exactly. So the chairs and gondola cabins alternate. So, one would be an enclosed cabin and one is an open chair. You would just want to go in one that includes the cabin. SAM: Great, that makes sense. Staff: Yep. SAM: And if I did the enclosed cabin, do I need to secure her or any- thing? Or should I just keep her in my arms? Staff: ( sincere ) Nope, in your lap or arms is totally fine. I have a five- month-old grandson, and when he went on, they just held him. SAM: Oh, OK, perfect. I have a six month old, so I wasn’t quite sure if I
First Contact: Female. SAM: Stated question. Staff: So, per our rules, children need to be at least 3 years old and meet a minimum height requirement of 36 inches. SAM: Dang it, OK. Staff: ( short ) Yeah. SAM: If my family wants to ride the lift, is there anything her and I could do? Staff: Y eah, I am sure there is. Best bet would be to check our website to see if anything interests you. SAM: Um, OK. Is there anything you recommend? Staff: There are some good hiking trails. And the events are fun. SAM: OK, thanks. I will check out the website then. Staff: ( snarky ) Good idea. SAM: Yeah, I was just looking for recommendations from somebody, as we haven’t visited your resort before. Staff: Yeah, the website should have some good recs. SAM: Alright. Thanks. Staff: Yep, bye. Score: 2 Comment: Look, I don’t expect every call to be a verbal hug—but I also don’t expect, or appreciate, the cold shoulder. And for the record, reading information on a website is not the same as getting a recom- mendation from a human being. Not exactly rolling out the red carpet for first-time visitors here.
A
could tag along with my family and still bring her. Staff: ( cheerful ) Yep, you shouldn’t have any problems! SAM: Great, thank you for your help. Staff: Of course, can I help with anything else?
SAM: No, that is all. Thank you again. Staff: You’re welcome. Have a great day.
Score: 9 Comment: She knew the policy, provided useful guidance, and even threw in a personal story about her own grandson. Big points for clari- ty, kindness, and that rarest of things in a Spy call: human connection.
Identity Revealed: Sunday River
MOUNTAIN 5, OR
First Contact: Male. SAM: Stated question. Staff: ( monotoned ) Yes, you can. SAM: OK. Can I bring her in the car seat? Staff: No. SAM: OK, how do I keep her strapped in?
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