In many parts of the States, the kids are off school this week (originally as part of the Presidents Day holiday, now simply referred to as “ski week.”) After many years of frustration with being part of the cattle herd in places like Colorado and Utah, have been spending an increasing amount of time in Montana, where the skiing is just as good, the lift lines are short and, most importantly, the idea of “service” still seems to have solid root in the community.
Example: Went down to the rental shop to get skis for the little guy yesterday. Rented the skis and boots for the day, and we were in-and-out of the rental shop in about 15 minutes. Piece of cake. Then, as we were leaving, I mentioned that, although we had only rented the equipment for the day, we were probably going to be needing the equipment for the rest of the week as well (but hadn’t filled out any paperwork, nor even paid for it yet).
Was I greeted with a sneer? No.
Was I greeted with a long list of other forms to fill out? No.
Was I forced to change our reservation, or go through any red tape? No.
What I was told: “Cool…no problem. Whenever you’re done with them at the end of the week, just bring us the little coupons from the ski school for whatever days you used them.”
Yes, that’s right. They just gave us the skis with a handshake and a request to just bring them back whenever we’re done with them. Sweet. Big props to the folks at Big Mountain for a great start of the week.
(pic credit: Big Mountain)
Christopher, what a great example of the way business should be done. You write about it, and now I write about it at http://www.landingthedeal.com. That’s how viral marketing works. On the flip side, kind of sad how a simple act of trustworthiness is so amazing these days…thanks for the post.
The Way It Ought To Be
Christopher Carfi at The Social Customer Manifesto has a post on his experience as a customer this weekend while skiing (that’s not him in the picture, by the way). Read it here. My question, once you’ve read the post: How…
Indeed!