Not impressed with Mount Snow's ski school

[wa-loaf]

Regardless of what one should expect this is an increasingly customer focused world and if you don't make them happy you are likely to get outed in social media. Mt Snow and everyone else should step up their game or expect to lose out to the people who do do a good job. Blaming the consumer is not the way to go. Anyone who's not sure should see the chart in the blog post: http://blogs.forrester.com/harley_m...ce_leaders_spank_customer_experience_laggards

 

[thetrailboss]

So it didn't work out the first day and you went back for two more without saying something to management?

 

[New Daddy]

So it didn't work out the first day and you went back for two more without saying something to management?

We bought three-days' lessons for discount. After the first day, we were kind of hoping that things would be different on following days. After the second day, my wife and I concluded that Mount Snow's ski school really sucked. At that point, we carefully considered taking it to the management (or even switching to private lesson), but it was only one more day and we thought it was too much hassle. The good thing is we don't have to go back to Mount Snow.

 

[thetrailboss]

We bought three-days' lessons for discount. After the first day, we were kind of hoping that things would be different on following days. After the second day, my wife and I concluded that Mount Snow's ski school really sucked. At that point, we carefully considered taking it to the management (or even switching to private lesson), but it was only one more day and we thought it was too much hassle. The good thing is we don't have to go back to Mount Snow.

Ah yes, why bother giving them the opportunity to make it right when you could come on AZ and complain? :roll: Because we can really help you here. It sucks, but I would personally not sit back and let a problem go on once, let alone three times without saying something. I bet if you voiced concern on the first day that they would have helped. If not, then I'd understand your anger and would sympathize.

Also, was this a "lesson" as opposed to, say, an "adventure" program or basically babysitting your kid for a few hours? Burke and Sugarbush had both options. The latter was not so much lessons as opposed to just entertaining your kids.

No offense meant, but you need to speak up if something isn't working as soon as possible. I just think it's passive-aggressive to go along with the program for three days and not say something only to come in here and anonymously bash them after the fact. That's really not fair.

 

[New Daddy]

I was stationed at the beginner area (Spruce) at Stowe for 5 or 6 years and I can tell you it's a well-oiled machine. Give them a shot next Christmas.

Yes, my family went to Stowe during the Presidents week a few years ago, and I could tell that their program was well-run.

 

[New Daddy]

Ah yes, why bother giving them the opportunity to make it right when you could come on AZ and complain? :roll: Because we can really help you here. It sucks, but I would personally not sit back and let a problem go on once, let alone three times.

As I said, I was as much disseminating information for other parents as complaining here. Think of it as my public service. :grin:

I think I'll talk to the management after all. Who knows. Maybe I can get my money back. But I think disseminating information to a wider public - and urging them to vote with their feet - is a better way of making Mount Snow operate better.

 

[thetrailboss]

/*

As I said, I was as much disseminating information for other parents as complaining here. Think of it as my public service. +-:grin:
I think I'll talk to the management after all. Who knows. Maybe I can get my money back. But I think disseminating information to a wider public - and urging them to vote with their feet - is a better way of making Mount Snow operate better.

But that's my point...you're NOT helping us at all...you're complaining when you could have stepped up and helped yourself and others initially so that others could have had a better experience. Instead, you stood back and did nothing. I bet you even tipped the instructors! :lol:

The best time to have asked for a refund would have been right there and then, face-to-face. Not days later after posting anonymously on a ski site.

And I'd again understand if you tried to do something and they didn't help, but you didn't.

 

[mister moose]

I agree that the OP should have voiced the issue before he left, preferably while there was still time to try to correct it. I suspect that there was little the resort could do after the fact other than a partial refund or voucher for a free lesson later in the season. The one thing they probably couldn't have done is fix the problem as there wasn't enough staff in the first place to handle the crowds that were there. Perhaps he needed to be in a slightly more advanced group that did more runs. By not talking to mgmnt, you didn't have that opportunity

Should the ski school limit the number of lessons they sell, and keep a guaranted instructor to student ratio? But then some parents who depended on the availability of a program for their kids will be ripped when they are told the lessons are sold out for the day.

The problem with attracting well trained staff for low pay has been discussed before. Given the business practices currently in the industry, I think expectations need to be reduced during peak holiday days. If the clientele starts asking more questions on the age of the instructor, the certification of the instructor, the size of the class, and the duration of the class, I bet the product would improve and the customer would be better informed.

In my opinion, while your experience was better at other mountains in other years, I think you had an average experience at Mt Snow. Your child did get a lesson all 3 days, he did get a group experience that has to be tailored to the slowest child in the group, and he did not get lost, injured, or cancelled. As one poster said, you did get what you paid for, but also you did not get your expectations met.

Well educated consumers make for better consumers, and you just got a little more educated.

 

[MadMadWorld]

What level was your son? Did he have the same instructor all 3 days? I started teaching at 15 at Wachusett and I remember my first Xmas vacation distinctly. Going forward, I would just find an instructor that your son seems to like and who looks like they have their shit together. Even though it's not a private lesson, ski school directors will do their best to accommodate requests for instructors whenever possible. Sorry you had a bad time and I can definitely sympathize with you. Those lessons aren't cheap!

 

[AdironRider]

The story gets even better. Buying bar none the cheapest lesson (at a discount no less) and expecting VIP private lesson service.

 

[Hawkshot99]

When was the last time you had your kid in ski school?

I do not have any children, I do however work in mgmt at ski mtn so I am quite familar with resorts. I have many friends at assorted mtns as well that I talk to. So it is first hand expierence.

 

[Edd]

Regardless of what one should expect this is an increasingly customer focused world and if you don't make them happy you are likely to get outed in social media. Mt Snow and everyone else should step up their game or expect to lose out to the people who do do a good job. Blaming the consumer is not the way to go. Anyone who's not sure should see the chart in the blog post: http://blogs.forrester.com/harley_m...ce_leaders_spank_customer_experience_laggards

I agree with this post 100%.

 

[BenedictGomez]

I think a lot of people here are being a bit too hard on this guy. It does kindof sound like Mt. Snow sucked if his depiction is accurate.


That said, I turn the corner and also agree with the posters criticizing him for clamming up and doing absolutely nothing about it. That's just lazy as hell, especially given how "upset" he claims to be.

 

[Boardguy]

Some options - private lesson, keep the little guy with you and ski or better yet some of both. I too feel that you should have voiced your concerns with the ski school after the first day.

 

[New Daddy]

Ok, I see two strands of thoughts in this thread (pun intended), not exclusive of each other.

First, there is criticism that I was not active enough as consumer and should not have come here to complain.
Second, my experience at Mount Snow was probably the norm and my expectation was too high.

I find both strands ridiculous to certain extent.

First, I relayed my experience that I considered sub-par so other consumers seeking information - of which I'm sure there will be quite a few going forward - will benefit. Hypothetically, let's say I complained to the management at the scene. Still, wouldn't it be beneficial for me to come here and share my information? Does the value of my information decrease because I didn't complain to the management during my vacation?

Second, nobody except Hawkshot99 owned to not having children of their own, but I suspect many who claim my experience at Mount Snow was the norm are just assuming without actual experience. I've sent my kid to many different ski schools at the busiest times of the year - x-mas week and presidents' week - and also non-holiday times, so I know what to expect during x-mas. Mount Snow fell short, period. Well, if you happen to believe my experience was just what should be expected, I'm happy for you, because your expectation is really low and you can be easily satisfied as a consumer.

 

[New Daddy]

The story gets even better. Buying bar none the cheapest lesson (at a discount no less) and expecting VIP private lesson service.

Go up a few posts and look at the photo of the group lesson on Christmas Eve of 2012 at Okemo. Does that look like a private lesson to you? Get your eyes checked.

You get discount if you buy multi-day, at any resort. It clearly shows that you don't have kids to send to ski school. Better to remain silent and be thought a fool than to speak out and remove all doubt - Lincoln.

 

[thetrailboss]

First, I relayed my experience that I considered sub-par so other consumers seeking information - of which I'm sure there will be quite a few going forward - will benefit. Hypothetically, let's say I complained to the management at the scene. Still, wouldn't it be beneficial for me to come here and share my information? Does the value of my information decrease because I didn't complain to the management during my vacation?

Again, nobody, including you, benefits. The folks who enrolled their kids over the past week would have theoretically benefitted had you given feedback to the management. Something could have been done. Instead a relative handful are now anonymously hearing of your experience and many are not persuaded and in fact skeptical. You're just trying to justify being passive and doing nothing.

And yes, I do have a daughter and though she has not been in a ski school yet we do have her in daycare. We are constantly aware of how things are going and constantly giving feedback. That's how it works.

It seems more and more like you would never be happy, even if given the chance to try and take control of the situation. I used to live like you and not "be in the moment" but learned pretty quickly that I was always upset.

 

[deadheadskier]

First, I relayed my experience that I considered sub-par so other consumers seeking information - of which I'm sure there will be quite a few going forward - will benefit. Hypothetically, let's say I complained to the management at the scene. Still, wouldn't it be beneficial for me to come here and share my information? Does the value of my information decrease because I didn't complain to the management during my vacation?

Sure, it's fine to relay your experience to other consumers. However, most consumers will take that information with a grain of salt if they know no attempt was made by the person complaining to seek a resolution to the problems they experienced.

There's nothing a customer service business wants more than an opportunity to correct their mistakes. If they don't receive feedback from their customers that their product needs work, they don't have an opportunity to improve.

Sorry you had a bad experience.

 

[Bene288]

(I started the OP not only to express my disgruntle but to inform other parents.)

Well, if Mount Snow's ski school strategy is to maximize profit by skimping on staff and paying them minimum wage, I'm not sure that's wise business strategy. I thought children's ski school and daycare are there to attract families, not to make a lot of money. Mount Snow surely won't see my family's business again

Mount Snow's business is to make money. They don't care about you or your kids, just the money you bring.

 

[New Daddy]

Again, nobody, including you, benefits. The folks who enrolled their kids over the past week would have theoretically benefitted had you given feedback to the management. Something could have been done. Instead a relative handful are now anonymously hearing of your experience and many are not persuaded and in fact skeptical. You're just trying to justify being passive and doing nothing.

And yes, I do have a daughter and though she has not been in a ski school yet we do have her in daycare. We are constantly aware of how things are going and constantly giving feedback. That's how it works.

It seems more and more like you would never be happy, even if given the chance to try and take control of the situation. I used to live like you and not "be in the moment" but learned pretty quickly that I was always upset.

I certainly don't need philosophy lecture from you. No thanks.

I think this was the first time that I was not happy with a ski school program on x-mas vacation. That's why I spoke up here. I don't know where you got "you would never be happy", although it does explain why you were always unhappy in the past, as you conceded. Everyone is different, I guess.

We will agree to disagree. Many websites - especially review sites, although this is not one - exist so people share their experiences - good and bad - without bearing the onus to actively trying to rectify. I'm not committed to Mount Snow, so I saw no need to actively speak to the management, when I have other choices that delivered far better experience in the past. Maybe skiing is different from restaurants, but I wonder how many complain to the chef for sub-par food before writing a review on yelp. (And I'll repeat as some won't read the whole thread. It was a three-day lesson, and I realized Mount Snow's ski program must be systematically poor after the second day, with only one day left.)