THE QUESTION: “In what conditions do I need to wear a helmet?”
According to National Ski Areas Association data, 90 percent of U.S. ski and snowboard participants used a helmet during the 2023-24 winter season. That’s great news. However, it’s not entirely uncommon for skiers and riders to consider helmet-wearing conditional. Like, “powder day, no need for a helmet” kind of thing.
Of course, wearing a helmet is a wise choice regardless of the conditions, which all the staffers we spoke to correctly advised. As always, though, it isn’t just about giving the right answer or saying yes—it’s also important to deliver the answer politely, which not all the staffers did; and be helpful, which not all the staffers were. Their scores reflect that.
We’ve said it before, but it bears repeating: The best Spy calls are the ones in which the staffer asks questions and/or provides additional information unprompted. A little curiosity can go a long way in making a customer feel cared for.
Has a guest asked you an interesting question lately? Do you have an idea for a good question the Spy can ask? Send it to jordyn@saminfo.com for the Spy to pose to other mountains! We won’t tell anyone the question came from you, (but we’re happy to give credit where it’s due). Plus, if we use it, we won’t call your mountain with the question.
MOUNTAIN 1, WI
First Contact: Female.
SAM: Stated question.
Staff: (long pause) I would definitely always wear a helmet. No matter what the conditions are.
SAM: OK. Is it in case I fall? On a powder day, I might not get hurt if I fall.
Staff: Yeah (huge sigh), obviously, we don’t require helmets here, but I’d say 95 percent of our guests always have a helmet on.
SAM: OK, are the slopes unsafe then?
Staff: They aren’t (another sigh) necessarily unsafe, but if you fall and hit your head, you could be hurt.
SAM: Makes sense. Do you rent helmets? I just haven’t purchased one yet.
Staff: Yes.
SAM: OK, thanks for your help.
Staff: Yep, have a good rest of your day (rushed).
Score: 5
Comment: Importantly, she gave the right answers. However, she seemed a bit annoyed with my question, and it showed. A question like this is why guest services exist, but I wouldn’t be surprised if she made fun of me after hanging up.
MOUNTAIN 2, MI
First Contact: Female.
SAM: Stated question.
Staff: If you are newer to skiing, I would seriously suggest that you probably wear a helmet at all times. (cheery) That would be my suggestion.
SAM: OK. I assume you don’t require them, though?
Staff: No, we don’t require them.
SAM: Are the slopes unsafe?
Staff: Not necessarily, no. But if you take a fall, a helmet could really protect you.
SAM: Yeah, that makes sense. Is it possible to rent a helmet? I just haven’t bought one yet.
Staff: Yes, definitely (chipper). I can transfer you over to the rental shop, and they could tell you how much they are.
SAM: That would be great.
[transferred to rental shop]
Second Contact: Female.
SAM: Hi. If I rented a helmet for the day, how much would that cost?
Staff: (quiet, but nice) Would that be for an adult or child?
SAM: Adult.
Staff: It would be [price].
SAM: Great, thank you. And I can just rent the helmet, correct? I don’t need to rent a whole package or anything?
Staff: Nope, you can just rent the helmet.
SAM: Great. Thank you for your help.
Staff: Yep, goodbye.
Score: 8
Comment: Both the women who answered the phone were great. They didn’t make me feel awkward for asking the question and gave good advice or helped where they could.
MOUNTAIN 3, UT
First Contact: Female.
SAM: Stated question.
Staff: (friendly) I always, always suggest a helmet.
SAM: OK, is it because the slopes are unsafe or just in case of falling?
Staff: (chipper) Yeah, I mean, it is really easy to fall sometimes. You know, if somebody runs over your skis and you fall and get a concussion. I personally own a helmet, and I wear it every time I go out.
SAM: OK. That makes sense. I assume you don’t require them, you just recommend them?
Staff: Exactly.
SAM: Do you rent just helmets?
Staff: Yes.
SAM: Oh, great. Do you know how much they are?
Staff: Umm, I think it’s [price] for the day.
SAM: Perfect. And I can just rent the helmet, not everything else?
Staff: Yep, you can just rent the helmet.
SAM: Great. Thank you.
Staff: Yep. I hope you have a great rest of your day!
Score: 7
Comment: She was cheerful and helpful! However, I wish she had provided more information proactively so that I didn’t have to ask all the questions myself.
MOUNTAIN 4, VT
First Contact: Female.
SAM: Stated question.
Staff: (monotoned) We recommend that everyone wears a helmet.
SAM: OK. Is it because the slopes are unsafe? Are your trails harder than other resorts?
Staff: It’s for the safety of our guests.
SAM: Um, OK. Do you rent them?
Staff: Yes, we have rental shops at the resort. I can direct you to book it online.
SAM: Thank you. Do you know how much they are? I am not sure when we are coming, but I will book it online when we do.
Staff: It depends on what equipment you rent. Our package includes skis and helmets for [price].
SAM: Is it possible to just rent the helmet?
Staff: You can rent a helmet by going to our ski shop.
SAM: OK, but you don’t know the price?
Staff: No, I don’t. Can I help you with anything else?
SAM: No, that’s it.
Score: 2.5
Comment: [Staff trainer] You don’t need to know much. Nobody really calls anymore. Just tell people to go the website and you’ll be good. [Staffer] Nooooo problem. Her monotone delivery really sold the idea that she didn’t want to be on the phone, and the great helmet price mystery remains unsolved.
MOUNTAIN 5, WY
First Contact: Male.
SAM: Stated question.
Staff: Yes, I would wear one.
SAM: OK. Are your runs unsafe?
Staff: (annoyed) I mean, skiing isn’t the safest sport. Falls can happen.
SAM: Yeah, I get that. Do you rent helmets?
Staff: Yes.
SAM: Do you know how much they are?
Staff: No (rude).
SAM: Is there someone that would know?
Staff: Yeah (sigh), I can transfer you.
[transferred but no answer]
Score: 1
Comment: Well, that was about as useful as a chocolate teapot. Maybe he should take a break from phone duty until he gets a crash course in customer service (whilst wearing a helmet, of course).
MOUNTAIN 6, NY
First Contact: Female.
SAM: Stated question.
Staff: (chipper) I think always. Even if you are new to skiing and aren’t doing anything crazy, I think it is just always worth it to have one on.
SAM: OK. Are your runs a little bit more unsafe than other hills?
Staff: I think, just in general, it’s good practice. It could be because of falling. It’s kind of like wearing a seatbelt in a car. You want to look out for other cars on the road, which is the same thing with other skiers that, potentially, might be a little bit out of control. It’s just always good to have as a backup even though you likely won’t need it.
SAM: That makes sense. Do you rent helmets?
Staff: (excited) We do!
SAM: Great. Do you know how much?
Staff: I don’t, but I can transfer you over (sincere). Actually, no, I see it right here. It is [price] for the day.
SAM: Perfect. Thank you for your help!
Staff: Absolutely, you are welcome. Have a great day.
Score: 10
Comment: She was awesome! Out of all of the calls, this was the best explanation for why helmets are a good idea (you know, protecting my precious brain and all). And relatable analogies are kickass. All the better when delivered with such a genial attitude.
Identity Revealed: Belleayre Mountain
