Email liz@saminfo.com

Question:

My son wants to start going in the terrain park this season but I've heard they aren't too safe. What do I need to know?

Mountain 1, CO

First Contact: Young male. (Transferred to terrain park manager.)

Answering phone: Male, super nice sounding.

SAM: Stated question.

Staff: Okay, well I mean we have six different parks of all ability levels from small snow features up to the big jumps. So, I mean really in your lesson we can take people from all levels of ability and get them riding the small features in a short time.

SAM: Okay that sounds good. So you would advise that I have him take a lesson?

Staff: Yes, for certain a lesson would definitely be advisable because that way he's getting the chance to experience all the right techniques that will be really advantageous for him when riding in the park.

SAM: Okay, great. So should I just call back before we come to sign up for one or is there someone specific I should talk to?

Staff: Well, you can either call up or actually, we'll be updating our website shortly where you can check for lesson information and details. We don't open until November 18 so there's plenty of time before that and before the parks really start to get underway around early December. So, by then he'll have plenty of time on the snow to get comfortable before the lure of terrain parks really becomes tempting.

Rating: 8.5

Comment: Good attitude, detailed info and ensured my son's safety. Big high five.

Mountain 2, CO

First contact: Automated machine. Chose guest services.

Answering phone: Female, nice enough sounding.

SAM: Stated question.

Staff: Umm, I don't know where you heard they weren't too safe. Because there are monitors, we have terrain park people that take care of them. The thing that my son tells me is that you need to know what you're doing because the jumps are a certain distance apart and you need to be able to know that in order to go from jump to jump. We wouldn't have them if they weren't safe.

SAM: Right, and that's why I was calling. I wanted to find out more about them and how my son should approach them since it's his first time.

Staff: Well, I mean there's different sizes of parks that we have and I would definitely have him start it the smaller park with the smallest pipe and get comfortable doing the terrain in there. (What's a pipe?)

SAM: So you think he should just go in the beginner park and he'll be fine?

Staff: Yup. (Long pause) Or, maybe he should take a lesson that might be the best way to go because that way he can be guided through the whole park and learn the techniques from an instructor before he heads off on his own. So, yes, that's probably the safest way to go.

SAM: Okay, great than I'll set up a lesson as the season gets closer. Thanks so much.

Rating: 5

Comment: Good recovery with advising a lesson.

Mountain 3, CO

First contact: Automated machine.

Answering phone: Young male. Nice sounding.

SAM: Stated question.

Staff: Well, ya know, it really depends. Personally, I'm not a fan. You're landing a lot more icy, compacted snow so you need to be prepared to fall. It all depends on what you do though. If you're good at snowboarding to begin with, you'll have an easier time adjusting.

SAM: Okay. Well, do you think he should take a lesson first or does your park have smaller features he can try on his own without getting hurt? What would you advise me to do?

Staff: Yeah, well I mean we have everything from small features to the pro features. You would probably want to go to X mountain first, which is our sister hill. Their features there are a lot smoother so that would probably be easier for him to attempt. (Long pause)

SAM: That sounds more inviting but do you think he should go with someone first or is it safe for him to just go on his own?

Staff: Ummm, well, it depends on how comfortable he is. I mean I started without a lesson and it was fine, but it depends on the person and their learning ability. (I thought you weren't a fan of the park?) I mean some people are better in a group with others helping and some kids like to do it by themselves. So (Long pause)

SAM: Ookay, so I guess I'll just have to talk with him then?

Staff: Yeah, it's really up to him.

Rating: 3

Comment: I guess it's up to little Johnny in their world. Not in mine.

Mountain 4, CA

First contact: Automated machine. Chose guest services.

Answering phone: Young male, very dude-esque sounding, but very nice.

SAM: Stated question.

Staff: Well, it definitely adds a lot of obstacles and I mean skiing in itself is very dangerous and when you add in those obstacles you add in a whole other element. It would be wise to definitely get him a helmet if he doesn't already have one. And they also have these shorts now that just slide on under your snow pants that have full butt pads in case you fall. And they actually make lightweight wrist guards and shin pads these days too, which are really helpful. You can get them at any sports shop I would assume. So there's basically some pretty good padding options now, but it is still dangerous when you slip out or catch an edges.

SAM: All good to know, thanks. Does your area have a beginner area where he could start?

Staff: Most definitely, we have features for first timers all the way up to basically what the pros ride. So, I mean if he just wants to try your standard box that's not even lifted off the snow before he attempts something that's a few feet off the snow, we have those beginner features to help him get the feel and make him feel comfortable.

SAM: Okay great, so he should be okay in your beginner area then?

Staff: Exactly, it just depends where you're skiing out of. We have X chair which is the most beginning type area and a good place to start. And if he's looking for something a little more challenging, we have another area over at Y chair, which gets you to more intermediate features, but still have beginner features available.

SAM: Great, thanks so much, I'll just go over this stuff with him and we'll go from there, I guess.

Staff: Totally, just tell him to take it slow. And if he's not going to take a lesson just tell him that when he does get on a box tell him to stay really flat and really low because when you're snowboarding on the trail you're usually always on an edge, but it's opposite with a box, you want to stay super low and super flat so your board doesn't catch.

SAM: Thanks for the tip, I'll let him know.

Rating: 8

Comment: Detailed info and great safety equipment mentions. But, we're just not sure on calling out the "dangers."

Mountain 5, OR

First contact: Automated machine. Chose Operations.

Answering phone: Female. Very nice sounding.

SAM: Stated question.

Staff: Oh, well if you wanted to take a look at our website you know we were one of the first in the west to have one so we have a lot of options for your son. Let me pull up our website. How old is he?

SAM: He's 12.

Staff: Oh, okay, no problem. We have tiny little kids go in some of our parks. There's a program called Smart Style where you basically start at the bottom and work you way up through the levels. I mean we have everything from little tiny features in our children's beginner area, which are actually pretty easy to learn on so he will be safe, not to worry. Do you have access to the Internet?

SAM: Yup.

Staff: Okay, so on our website, which is www.xxx.com, just click on the terrain parks tab. You'll see the basic layout of what your son can expect and where certain level parks are located on the mountain.

SAM: Okay, great, so your site will give me the basic overview of what we should be aware of?

Staff: Yup, definitely. On the side you'll see a Smart Style tab which brings you to a page that explains how our park is run basically in terms of respecting other riders, basic rules you should follow, etc. That'll give your son the best idea on how to go through the park.

SAM: Okay great, thanks so much.

Rating: 8

Comment: Short and sweet and built my confidence.

Mountain 6, CA

First contact: Automated machine. Chose Operator

Answering phone: Female. Very nice sounding.

SAM: Stated question.

Staff: Well, how old is your son?

SAM: He's 12.

Staff: Okay, so, well has he snowboarded at X resort before or just at Y, our sister resort?

SAM: He's only snowboarded at Y, so never X before.

Staff: Okay, well I would recommend strongly that he wear a helmet. I mean there's no paperwork or anything you would need to sign. I mean the features at X mountain are all over and throughout the mountain and Y has designated terrain park areas, but at X the features are pretty much all throughout. I would stress to him to not try anything he's not ready for, of course.

SAM: Of course, thanks. Does X have beginner features?

Staff: Um, let me look. And the thing with the features is that they can change almost day to day. The park staff is constantly changing things so we don't really call things by ability level since they're always changing. You can look on our trail map though and you'll see the rusty, peach colored oval that means a terrain park area is there, but it doesn't really tell you what the level is. He would probably be able to find that out if you looked on our website and studied the park details. But I mean if it's a black diamond that trail might not be ideal. I would just preach to him to definitely know your limits. And you know I tell my son, "just because your friends do it, doesn't mean you should." Ha ha.

SAM: Exactly and I know he'll go with his friends who have so

Staff: Well, sure and what you could actually do is go with him the first time so you can see the features and have the chance to say, "No, I don't want you going off that," things like that to make you feel more comfortable with it.

SAM: Yeah, that would be a good idea. Thanks so much.

Staff: Oh, of course, have a good day. Thanks for calling.

Rating: 8

Comment: Good information, but missed the boat on a lesson sell.

Mountain 7, B.C.

First contact: Automated machine. Chose Mountain Services.

Answering phone: Young female. Super sweet sounding.

SAM: Stated question.

Staff: Okay, well what kind of information are you looking for exactly?

SAM: Well, this is the first year he'll be going into a park so I wanted to find out some details about them.

Staff: Okay, no problem. How old is he?

SAM: He's 12.

Staff: Okay, and you said he's never been into a park before, right?

SAM: No, he hasn't

Staff: Okay, let's see here... here we go, this might be a good idea for your son to start with. We have a lesson that's called a X Ride and you can do it if you're over 10 years old. It focuses strictly on parks and pipes and it's a super group, which means there's a ratio of 3 to 1, instructors to students, so it's very hands on. And they can give him pointers and the basic techniques he'll need. Now, I'm not sure of the pricing right now because we don't have it listed yet, but it will be listed on our website, I'd say, within the next month.

SAM: Great, thanks then I'll probably look into that to get him started.

Staff: Sounds good and like I said, if you just go on to our website at www.xxx.com and under lessons/rentals, you can see the X Ride lesson and its details.

Rating: 8.5

Comment: Straightforward, solid advice and sold a lesson. And a website mention to check out details.

Mountain 8, AB

First contact: Young female. Nice, but sounding in a rush.

SAM: Stated question.

Staff: Terrain parks? Safe? They're as safe as the person using it. If you were going to go do stupid tricks you would probably get hurt. We do, of course, build our parks to a certain standard with safety being our number-one concern, but I would still suggest a helmet since there's always an inherent risk. I mean to call them not safe, whoever said that is saying that probably because they're doing something unsafe. I mean if you're going to out there and do a flip off something you shouldn't be doing a flip off of than, sure, it's not safe. Compared to skiing or snowboarding down a regular slope, there's the same amount of danger in both. You know, it's entirely up to the user to decide how safe they're going to make something. I mean you could just as easily run into something while not skiing or riding in the terrain park. So yeah, I would safe they are as safe as the person using it. Okay?

SAM: Umm, sure I guess so.

Staff: Okay thanks for calling, have a good day.

Rating: 4

Comment: I think I got the risk manager on that one.

Mountain 9, N.H.

First contact: Automated machine. Chose Mountain Operations.

Answering phone: Female, super nice sounding.

SAM: Stated question.

Staff: Okay, now what, um, what information, has he ever, ever ridden in the terrain park before?

SAM: No, he hasn't.

Staff: Oh, okay. Well, what we do have, is we have lessons that specifically do the terrain park. How old is he?

SAM: He's 12.

Staff: Okay, so yeah, the progression camps are for riders that are thirteen and up. But, you could potentially do a private lesson that will help him learn to ride the terrain park. We open late November so I don't have the prices yet since we're just ending summer, but you can call back as the season gets closer and we can easily set up a lesson for you son to get him started.

Staff: Okay, so you're saying a lesson is probably the best idea?

SAM: Oh yes, I would say so just to be safe.

Staff: Great, thanks.

Rating: 7

Comment: Basic info from the operator. Nicely done.

Mountain 10, NJ

First contact: Automated machine. Chose Operator.

Answering phone: Young male, nice.

SAM: Stated question.

Staff: I'm not really sure what to tell you. The terrain park itself could be inherently more dangerous than skiing down a hill. But you can definitely take a terrain park specific lesson if you'd like. I know as of November, you have to take a tutorial and quiz and have a certificate that says you've passed it to let you into the terrain park. But, I mean we do jib lab sessions that focus on how to ride in the terrain park for beginner learners. How old is your son?

SAM: He's 12. You said the jib lab sessions, are those just like regular lessons I can sign him up for before he heads in to the park?

Staff: Yes, they are standard lessons you can sign up for. But what I've been told so far is that anyone who wants to enter the terrain park needs to take the tutorial so they understand the proper etiquette of using the park. Things like landing zones and where you should and shouldn't stand, because if you do stand in the wrong spot, ya know, you could potentially be landed on by someone else. And, ya know, it also teaches you about the features, and rails and jumps, etc. So that's why this year they're doing the park pass system for anyone who wants to enter the park. And it would probably be a good idea for you to go through it with your son so you both are aware of what to expect and it'll give you a better understanding of what your son is getting into.

SAM: Okay, so the jib lab sessions you mentioned, do you have to complete the tutorial before being able to take a lesson or can he do that separately?

Staff: Yes your son would have to take the online tutorial before he's allowed any access to the terrain park lifts. I mean it's totally free and pretty straightforward, so he would need to do that in order to get a park pass. It's new this year so I unfortunately don't have anything to show you how the process works exactly, but it will be fairly simple.

SAM: All right, well, if I do the tutorial with my son, I assume we'll be able to pass this thing, even though I don't know much about terrain parks?

Staff: Yeah, I mean it's not up yet because, like I said, it's new this year, but it's meant for all ages and all ability levels so there shouldn't be any reason for your son not to pass. And then once that's done you bring the proof in with you and we get your son set up with however you'd like to proceed with a lesson or whatnot.

SAM: Okay, great, well I'll give it some time and check out the tutorial online and go from there. Thanks for all your help.

Staff: Anytime, have a great day.

Rating: 7

Comment: A slew of solid information to get me started. But, minus points for calling terrain parks more dangerous.

Mountain 11, PA

First contact: Automated machine. Chose Guest Services.

Answering phone: Female. Very patient and sweet sounding.

SAM: Stated question.

Staff: Hmm, um. Well, I am the worst one to ask, but how old is your son?

SAM: He's 12

Staff: What kind of information were you looking for?

SAM: I think just general information about the parks, or if there are any red flags I should know about since this is his first time. I'm just concerned with his safety first so whatever information you have than can help.

Staff: Well, the biggest thing I think is that you have to watch not just what you're doing, but what others are doing in the park. For instance, when you're standing around taking a break and you've just finished a rail or jump or other feature, that you're out of the way. I guess that's the biggest thing and how people get hurt is when they're hanging out in landing zones and things and just can't been seen by others in the park. I guess aside from that, the biggest concern would be to take it slow and work your way up.

SAM: Okay, well, that makes sense. Does that mean you have some sort of beginner area then?

Staff: Well somewhat. I mean we do have one park over here that's one single slope and they try to do it for all age levels and ability levels, so you can work your way up. And I think if I'm not mistaken, they have stuff set up at the bottom where's it's almost flat so you don't have to worry about coming down the whole trail first before attempting the park. It makes it easier for people to build their confidence.

SAM: Okay, great, I'll definitely take him there first then. Thanks so much.

Staff: Oh, you're welcome. I would just advise to take it slow at first.

Rating: 5

Comment: If you're the worst one to ask why not transfer?

Mountain 12, VT

First contact: Female. Nice sounding.

SAM: Stated question (Transferred to terrain park department)

Staff: Hi, again. There actually isn't anyone in that department at the moment, but I can walk you through this. Let me pull something up on the computer. Do you have one available, too?

SAM: I do, yes.

Staff: Okay, great so if you'll go to our website at www.xxx.com, you'll see the mountain image right there. Put your mouse over the mountain and then click on park and pipe. Do you see that?

SAM: Yup, got it.

Staff: Okay, so once you're there this page basically tells you about all the park and pipe features at the resort. And then you'll see the orange Smart Style box that is all around our terrain park with signage and warnings. Their main points are "Make a Plan," "Look before you leap," "Easy Style it," and "Respect gets respect." And this is actually a nation-wide program going on at resorts that helps riders and skiers understand park etiquette. This is something good to go through with your son, which really explains how to use the park with things like landing zones, approaching your features, etc. And then at the bottom there's www.freestyleterrain.org and www.freestrylesafety.org, which are great resources, especially for you as mother to go through with your son about proper safety precautions and things to know before heading into a park. How old is your son?

SAM: He's 12.

Staff: Okay, so he's on the younger side of the park riders. I mean there are some really rippin' 10-year-olds out there, but also a lot of college kids. So, I mean, respect gets respect when he's in the park so being aware of other riders and where they are and watching them can really help him out and will keep him respected as well. There is a lot going on so the more aware he can be about park etiquette, the better he'll be able to approach the whole thing. Now do you ski or ride at all?

SAM: I ski, yes.

Staff: Okay, great. So when he first starts to go, maybe you can go with him and help him mark where his landings are and make sure they're clear and that he goes over all the features of the park. Like for the pipe, for instance, you could be on the other end and make sure it's clear for him to go down. And always have him wear a helmet too, that's a good idea when he's starting.

SAM: Okay, great, thanks so much.

Staff: Oh, you're welcome, and if you have any other questions with all of this just give us a call back.

Rating: 9.5

Comment: Rippin' job by the operator. A classic example of someone who has good customer service skills, even when she is not the expert. Identity Revealed: Stowe

Mountain 13, PA

First contact: Automated machine. Chose 0.

Answering phone: Young female. A bit snippy.

SAM: Stated question.

Staff: Okay, um. Hold one second for me.

Staff: Hello, can I help you? (Same girl)

SAM: Restated question.

Staff: Well, yeah, but what exactly were you looking for ma'am?

SAM: I guess I'm just looking for basic information about your terrain park. My knowledge is very limited so I'd like to find out any information I can before I let my son go into one.

Staff: Uhhh, well's there's not much I can really tell you about them, since they change on a weekly basis. I mean, yeah, it can be very dangerous in there if you're like not a skilled snowboarded or skier, but like I said, they change as far as the different set-up goes so I can't tell you much about them until they set it up. You could go on our website and visit our terrain park page if you wanted. That might give you some more information.

SAM: Yeah, I could do that. Does it have the basic points of what my son should know and what I should be aware of?

Staff: Umm. It's got, umm, they were just telling me I'm not sure, it's only my first week here. What exactly were you looking for? (Did you forget?)

SAM: I'm not exactly sure what answer I'm looking for, but I'd like to know of any red flags that my son should be aware of before he goes into the park. Are there certain safety precautions or specific rules that he needs to know? I'm concerned with his safety so whatever I can find out that will help protect him is what I'm looking for.

SAM: Well, yeah, they'll show some videos on the site so it'll help you with what safety precautions to take, I guess, but they're real advanced so if your son is not, I wouldn't really advise you go on there for your information. (Long pause)

SAM: Hmm, okay. Well, maybe I'll just check it out to start and go from there.

Staff: Okay, sounds good.

Rating: 2

Comment: First week with a hard question = transfer me.

Mountain 14, MN

First contact: Automated machine. Chose Operator.

Answering phone: Male. Very patient and nice sounding.

SAM: Stated question.

Staff: Umm, as far as safety goes, how do you mean? Like the level of performance to ski it?

SAM: Well, not really. More so about safety precautions or any specific rules my son should know before heading into the park.

Staff: Well, there's a lot of different levels, of course. Do you have the Internet actually?

SAM: I do, yes.

Staff: Okay, great because they show a bunch of pictures of exactly what it looks like. There's just several different things they do as far as the rails and the boxes and the halfpipe goes and hopefully it all will be up when we have snow. So, if you just go into xxx.com and then to "mountain" and then to "terrain park," you see it all up there. You kind of just have to know your own ability before you go zipping down anything really. When it gets closer to the season you might just want to call back and talk to a ski patroller who can give you some more safety tips.

SAM: Okay, sure, I could do that.

Staff: Yeah, I mean generally you can just cruise down the slope without doing any of it to see what you want to do before you have to. So that might be something your son could do before he attempts anything. And if you check out the rest of the site, it'll give you some more basic information about the park.

SAM: Okay great thanks so much.

Rating: 5

Comment: Unfortunately the website offered no more than his answer.

Mountain 15, MI

First contact: Automated machine. Chose Operator.

Answering phone: Young female.

SAM: Stated question.

Staff: Like, about the terrain parks?

SAM: Yup.

Staff: Well, like, what type of information do you want to know?

SAM: Well, are there any main safety precautions I should know about or are there any specific rules my son should be aware of?

Staff: Hold on, I'll transfer you. (Transferred somewhere.)

Answering phone: Male. Pro shop clerk.

SAM: Restated question.

Staff: Yeeeaah, I don't know much about them myself. I've never used one. Probably the best person to talk to is Xx, but he might not be back until the season starts.

SAM: Is there anyone else I can talk to?

Staff: Maybe Xx who's in charge of the rental shop who could probably, uh, help you more, uh, because he deals with that kind of stuff. I can try to transfer to him if you want, but he might not be there though, he's usually only here on the weekdays. (Um, it's noon on Tuesday, buddy.)

Answering Phone: Nice sounding guy

SAM: Restated question.

Staff: Umm, well, you mean like, safety probably, okay? And actually our terrain park is brand new this year so that's exciting for your son. Um, I would say the most important thing for him is getting used to riding in a terrain park. There's a certain understanding between riders with things like taking turns obviously, standing in the right place when you're not riding a feature and following the flow of the park, stuff like that. Our terrain park website doesn't offer too much at the moment, since it's brand new so maybe your best bet is to have your son take a lesson. How old is he and how long has he been snowboarding for?

SAM: He's 12 and this will be his third season snowboarding. He picked it up pretty fast though.

Staff: All right, well, that's good to hear. He's fresh to the sport and eager to get to the next level. A lesson to start might be all he needs just to get him aware of what goes on in the park, how to ride it, where to go and the basic techniques. You could call back more toward the beginning of the season to set one up.

SAM: Okay, great. So you have beginner stuff he could learn on then?

Staff: Of course. I mean we got a bit of everything, but definitely beginner features where he can learn the moves.

SAM: Great, thanks so much.

Rating: 7

Comment: Took a while, but I got to a more informed staff member. Besides, it's better to admit when you don't know.

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