LITTLE THINGS MAKE A DIFFERENCE
What can you do for your customers that will add a memorable touch to their experience?
At Colorado's Beaver Creek Resort, they bake cookies! Beaver Creek Resort is a sports destination that offers golf in the summer and skiing in the winter. It's geared to vacation travelers looking for a luxurious place to hang their hats for a week. But for all the luxury, it's the little things employees do for their customers that has earned Beaver Creek Resort the Best Overall Guest Service award from the National Ski Association four times since 2006.
For example, Beaver Creek Resort has thought about each part of the customer experience for anyone and everyone coming in the winter to ski or snowboard. What are the customer challenges? How can Beaver Creek Resort help? Here are a few examples:
“My skis are heavy.”
Beaver Creek Resort has staff on hand to carry equipment for its guests.
“I have never been here before, and I don't know where to go on the mountain.”
Beaver Creek Resort offers free Mountain Welcome Tours to newcomers.
“I am not sure if all the lifts are operating.”
Beaver Creek Resort sends out up-to-the-minute reports on Facebook so guests can find out immediately about trail conditions and lift updates via their mobile phones.
“I can't find a table at lunch, and I'm starving!”
Beaver Creek Resort's “Greet and Seat” hosts, dressed in Western garb, use radios to help guests find an open table quickly.
“Skiing was fun today, but now I'm feeling ...
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