My boyfriend and I are planning on coming up to your mountain this weekend and we haven't been skiing in years. How much will we spend for the day?

For this edition of Mountain Spy, our 007 Liz Eren got on the horn to find out how ski resorts handle the potential return of a customer. The lapsed skier/snowboarder is an elusive breed and one which areas should pay special attention to. Some do, some don't.

Idaho, Small Area

First Contact:Young woman, friendly.

SAM: Stated question.

Staff:Um, our lifts tickets are just $20 because it's our last week that we're open, aaand we only have one lift running. It goes from the bottom to the top. We also don't have our beginner area open.

SAM: Well, OK then.

Staff: Did you need rentals?

SAM: Yes, we definitely will.

Staff:Skis or snowboards?

SAM: Skis

Staff:They're $18.

SAM:For just skis or all of it?

Staff: Skis, boots and poles.

SAM:OK, so $38 dollars for the day then?

Staff:Yup, that's right.

SAM:Great, thanks so much.

Rating: 7

Comment: Well, dang, I don't care if it looks like the lone white strip in November, $38 bucks, I'm sold. You could even throw a beer and a burger in there and keep it under $50.

Idaho, Medium Area

First Contact: Automated machine, chose lift hours and ticket prices option

Answering Phone: Automated machine reciting ticket prices and other things. Found out it's $44 dollars for adults full day. Then the machine hung up on me! Called back, listened to the same automated machine and chose rentals this time. Apparently, people are not needed anymore. Found out what kind of ski equipment they havelistened until I heard a ski rental package including skis, boots and poles that was $21 for a full day or $17 for half day. And then I hung up on them. Yeah that's right.

Rating: 5

Comment: It took me two calls to get the answers I needed, which is unnecessary. Their automated machines could have answered any question in the book though, interesting customer service.

Idaho, Large Area

First Contact: Automated machine, chose operator, transferred to activities center somehow.

Answering Phone: Young male, very nice

SAM: Stated question

Staff: Umm, well do you need to rent gear and/or are you going to want lessons?

SAM: We won't need lessons but we will want to rent.

Staff: Rentals are $35 dollars for the day and lift tickets are $49 for a full day.

SAM:Great, thanks.

Rating: 6.5

Comment: Friendly attitude, so definitely deserves some points. Short and sweet and you can't fault him for that, but I'm just wondering if there wasn't more he could have said.

Wyoming, Small Area

First Contact: Young woman, awesome customer service voice. Chirpy, but not annoying.

SAM: Stated question

Staff: Ummm, this weekend?

SAM: Yup, this weekend.

Staff:They might be discounted this weekend. Hold on, let me find out.

(Hold time, two minutes. Music: party beat classical with automated advertising)

Staff:Hi. OK, an adult full day is $23.

SAM: OK, is that the discounted price?

Staff: Yeah, normally it's $35 I think. (Huge silent pause)

Staff:Ohhhh, gee gosh well, let's see, I think they're around $35 or so if I had to say.

SAM:OK, well at least that gives me a rough estimate. Thanks so much.

Staff: Oh you're welcome.

Rating: 5

Comment: "Oh, gee gosh, let's see, I think" certainly was not the strong point of the conversation, but her friendliness made up for it.

New Mexico, Medium Area

First Contact: Automated machine, chose general information option.

Answering Phone: Young, tired sounding male.

SAM: Stated question

Staff: For what day now?

SAM: Saturday.

Staff: OK, um, are you looking for rental equipment and everything like that?

SAM: Yeah, the works.

Staff: OK, well do you ski or snowboard?

SAM: I ski and my boyfriend snowboards.

Staff: Your rentals for skis will be $23 and snowboard rentals are $27.

SAM: Does that include everything?

Staff: It includes all your rental equipment (long, silent, awkward pause).

SAM: Well OK then, is there anything else?

Staff: Um, lift tickets will be $52 for adults for the day and $42 for children.

SAM: All right then, thanks so much.

Staff: No problem.

Rating: 5

Comment: Apparently my boyfriend is a child. . .and this poor guy needs a drink.

Pennsylvania, Small Area

First Contact: Automated machine, chose rentals and reservations option.

Answering Phone: Very friendly woman

SAM: Stated Question

Staff: Oh gosh, I have someone in front of me so can you hold for a second?

SAM: Sure. (Hold time, oooh about 8 minutes;

Music, an awesome song called "Silence" was on repeat. Gave up, called back. Unfortunately didn't get the same lady as before. Lucky.)

SAM: Stated question after letting them know what I thought of the first call.

Staff: Oh really? I'm sorry to hear that (really, are you?) Well, um, lift tickets are $49 for adults for a full day. What kind of rentals were you looking for?

SAM: I ski and he snowboards, so one of each.

Staff: Adult ski rental packages are $16 and snowboard packages are $21.

SAM: Well OK then, thanks.

Rating: Do I even need to say? The woman forgot about me! She's manning the rental office, not Walmart on the day after Thanksgiving.

Michigan, medium area

First Contact: Automated machine, chose operator

Answering Phone: Friendly young woman

SAM: Stated question

Staff: Hmmm, let me look here. On Saturday from 9 to 4:30, it's $51. (Silence $51 for tickets? Rentals? Snowcat ride?)

SAM: Alrightly then I'm guessing that's for lift tickets. What about rentals?

Staff: Oh yeah, right, ha ha, that was for tickets. Do you ski or snowboard?

SAM: I would be skiing and he would be snowboarding.

Staff: Snowboarding is $25 and skiing is $30 (those poles really rack up the price, huh?).

SAM: OK, so we're looking at something around 80 bucks then.

Staff: Yup, that's right.

SAM: OK, thanks a lot.

Rating:6.5

Comment: The ditsy factor was hurting the personal connection, but at least she was laughing about it and laughing is contagious so you can't complain.

Indiana, Medium Ski Area

First Contact: Friendly, Mary Poppins sounding woman.

SAM: Stated Question

Staff: Sure, well the lift tickets are you both over eighteen?

SAM: Yes, we are.

Staff: OK, then well the lift tickets would be $30. And then, actually, when you buy a lift ticket this weekend you'll get a complimentary one to use on any other day of the week starting Monday, for the rest of the season!

SAM: Wow, awesome.

Staff: I'm guessing you'll probably need rentals then if you haven't been in a long time?

SAM: You read my mind.

Staff: Oh glad I could, will you need skis or a snowboard?

SAM: I ski and he snowboards.

Staff: OK, to rent the skies for a full day, the whole set, so boots, ski and poles will be $22 and $32 for the whole snowboard package which is also board and boots. Have you ever been here before?

SAM: No I haven't actually.

Staff: Ohh cool! Then you certainly have to come visit us.

SAM: Oh yeah, we figured we'd give it another try.

Staff: Oh, of course, where do you live?

SAM: Umm, about a half hour south of you (having never been to Indiana, had to think fast on my feet for that one).

Staff: Oh perfect, than you're close.

SAM: Yes, we're looking forward to it. Thanks so much for all the information.

Staff: Anytime, we look forward to having you, have a safe drive up.

Rating: 9.9

Comment: She was a spoon full of energetic sugar who knows how to treat that potential new customer. Even told me to have a safe drive up, stellar all the way around.

Vermont, Large Area

First Contact: Automated machine, chose general information option.

Answering Phone: Really friendly young woman

SAM: Stated question

Staff: Umm are you going to ski all over the mountain, or just on the green trails and use the beginner lift?

SAM: Well, we've skied before so probably all over the place.

Staff: OK, then it's going to be $66 for the whole day for people nineteen and older. If you're going to ski on just the north side then it'll be $52 for the day.

SAM: OK, good to know. What about rentals?

Staff: They're about $30 to $35 dollars. I'm just not quite sure of the price because I'm only in the ticketing office. Sorry about that.

SAM: It's OK. Is there a difference for ski and snowboard rentals?

Staff: No, I don't think there's a huge difference by any means, all around that general price.

SAM: All right then, thanks so much.

Rating: 6

Comment: The general prices went well with the general answer, but hey, she was very nice about it.

Vermont, Medium Area

First Contact: Automated machine, chose receptionist option

Answering Phone: Very friendly woman

SAM: Stated question

Staff: Well are you looking for just a lift ticket?

SAM: Lift tickets and then rentals also.

Staff: OK, no problem. Rentals are $25 a day, whoops, I mean $27 dollars for the day. Lift tickets are $54 dollars for the day for an adult. But you know, depending on the weather we might not be open that particular day, so you'll want to check back with us before you head up just to make sure.

SAM: OK, I'll definitely keep that in mind. Thanks a lot.

Staff: Oh you're welcome. Hopefully we'll be open so you can come up!

Rating: 8

Comment: Happy and straight to the point with a bit of good advice. Much appreciated.

New York, Large Area

First Contact: Automated machine, chose operator option

Answering Phone: Sweet sounding young female

SAM: Stated question

Staff: Umm right now we're in our extra value part of the season. So for the day it would be $47 for an all day, adult ticket. Are you going to need rentals too?

SAM: Yeah, we definitely will.

Staff: Um lets see, let's get that information for you. Well for skis, boots and poles or wait, sorry are you snowboarding?

SAM: I'll actually be skiing and he'll be snowboarding.

Staff: Skiing is $36 for one day and then it's $65 dollars for two days. And then for the snowboard rentals, let's see, does he need boots too?

SAM: Yes, he will.

Staff: OK, let me pull that up. One second. It actually looks as though it's the same price as the ski package. So it'll be $36 for the day.

SAM: That's easy to remember. Thanks.

Staff: Anytime, hope to see you this weekend.

Rating: 9

Comment: Good coverage, even made sure my guy would have some boots to snowboard with. Sneakers just don't do the job. Patient and super pleasant, big points.

Vermont, Medium Area

First Contact: Automated machine, chose operator.

Answering Phone: Young male

SAM: Stated question

Staff: Weekend tickets are $61 for adults.

SAM: Okay.

Staff: Anything else that you need to know?

SAM: We're going to need some rentals.

Staff: Rentals are well skis, boots and poles are $31 for the day.

SAM: OK, what about a snowboard?

Staff: Umm, I think it's the same actually, let me see here. Yeah it is, $31 for boots and a board.

SAM: All right then, thanks a lot.

Rating: 7

Comment: Not hugely perky but mentioned all the basics along with what rentals actually include.

B.C., Large Area

First Contact: Operator, transferred to guest services

Answering Phone: Young, friendly sounding female

SAM: Stated question

Staff: Umm, it's still the same price unless you want to go on the bunny hill.(same price as??)

SAM: Umm, OK.

Staff: Yeah, an adult is $60 for full day plus tax and a half day is $57. Then with multiple day tickets you save $3 dollars if you buy a 3-day ticket. And then if you buy a 4-day pass you save $6 and then with a 5-day pass you save, well you get it. There's also another option, if you ever go to Costco, you can get two-day vouchers for our mountain.

SAM: So if I shop at Costco I can get lift tickets to your mountain?

Staff: Yeah, cheaper than our two-day passes actually.

SAM: OK then. What about rental prices?

Staff: They're $34 plus tax for a ski or snowboard packages, which include everything.

Rating: 6

Comment: Apparently weekends are four days long now and shopping at Costco is the new go-to place for lift tickets. Who knew!

Massachusetts, Medium Area

First Contact: Automated machine. Way too long a message, pressed 0 and hoped for the best.

Answering Phone: Friendly, happy sounding woman.

SAM: Stated question

Staff: Well it's $15 for a full day, adult lift ticket and $30 to rent equipment and $30 for a lesson. There's also some package options if you want to hear those.

SAM: Well we won't need to take lessons. For renting though, is it the same price for snowboards?

Staff: You bet, flat rate across the board for either package. Includes the poles and boots too for skiing obviously and then also for snowboarding.

SAM: Awesome, thank you.

Staff: Oh, you're welcome.

Rating: 8

Comment: Loved her tone, loved her short and sweet answer along with the full coverage of what rentals included. Very nice.

Ontario, Medium Area

First Contact: Automated machine, waited on line for representative.

Answering Phone: Super friendly sounding woman

SAM: Stated question

Staff: OK, well so you're not looking at staying overnight then, just for the day right?

SAM: Yes, we'll just be coming for the day.

Staff: All right, well rentals are $35 plus taxes. Then we have the spring rates available for our tickets so it's perfect for you. Adult tickets for the day are $39 plus tax. If you're just coming for the afternoon, from you know, 12 on or so, it's $34. We also have a Learn and Discover skiing and snowboard program and so for $90 dollars you'll get group lesson, rental equipment and lift tickets for the beginner area of the mountain. Once you take the lesson you can then upgrade the lift tickets for the full mountain. So it's really good if you haven't been out in a while on the hill-it'll get you back into it.

SAM: Oh wow, those are all great options. About the rentals though, is that $35 dollars for ski or snowboard packages?

Staff: Oh, it's actually $34, sorry about that. But it's for either rental package, your choice.

SAM: Oh perfect. Thank you.

Staff: Oh you're welcome. Have a great day.

Rating: 9

Comment: This one almost won. Very friendly, actually listened to my question and tried to upsell me into a package-which makes sense. Makes you feel important and taken care of, and that's the way it should be for the customer. Very nicely done.

Vermont, Medium Area

First Contact: Hung over sounding young female.

SAM: Stated question

Staff: Oookay, it's about $39 right now.

SAM: OK. (Silence)

Staff: Ookay?

SAM: No, not really, sorry. What about rentals?

Staff: Umm, those would be, hold one I'll send you over there.

SAM: Thanks.

Transferred to rentals.

Answering Phone: Cranky young female

SAM: Stated question specifically for rentals.

Staff: Umm, what time are you planning on coming up?

SAM: Not really sure, in the morning, probably around ten or so.

Staff: Ookay, then it will be $29 per person for skis.

SAM: I'm guessing that includes everything, skies, poles and boots?

Staff: Yeah. (Silence)

SAM: What about snowboards?

Staff: Those are $34 dollars.

SAM: Okay then, I'm all set, thanks.

Rating: 2

Comment: Wow, must have been some party last night. Water and Tylenol girls, maybe even a smile or two. Oookay?

Ontario, Medium Area

First Contact: Automated machine, chose "if you don't like this machine and would like to speak to a real person, press this number" option.

Answering Phone: Automated machine (no joke). Gave up and pressed 0.

Answering Phone: Friendly, upbeat male

SAM: Stated question

Staff: Do you have all your own equipment?

SAM: No we don't, so we'll have to rent obviously.

Staff: Do you need a lesson?

SAM: No we won't need a lesson.

Staff: OK, I'm going to give you lift ticket prices and then give you another option. Lift tickets for any two hours are $29 , four hours for $38, and six hours for $59. Rentals are skis, boots and poles or boots and boards for $35. Now the other option is for $60, only one more dollar than a six-hour ticket, and is for people who've skied before. You get rentals, a four hour lift ticket and 75-minute lesson. What I will say though, because of the weather, snow is going quickly so check back with us right before you come. We close Sunday, but we also have the puddle jump competition, which will be fun to hang out around and watch.

SAM: Alrighty then, that's a good amount of information to work with. Thanks so much.

Staff: You're welcome, have a good day.

Rating: 8.5

Comment: I'm all about the hourly ticket rate. A few hills south of the border should pick up on that nifty little deal. And this guy was upbeat and full of information and, once again, listened to my question and answered it accordingly. It's surprising how few people do that. Minus points for the machine mix-up.

California, XC Area

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?

Staff: Ski boots and ski poles.

SAM: OK then. Thanks so much.

Staff: Sure. Bye

Rating:3

Comment: Ski boots, ski poles andI 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 you're ski equipment knowledge.

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