Customer Service means the Buck Stops where the customer is, not where the boss is

Teach and empower your staff to deal with problems immediately rather than passing the problem to someone else.

This article is great. The title is 5 Words That Customers Absolutely Hate. Those five words are “That is not my responsibility.” Customers don’t know that your uniform does not cover that area of responsibility. Ski areas are a classic example of sending customers to someone else to solve a problem.

Everyone at a ski resort wears a uniform. However, the only thing that guests know is one uniform has a white cross on their back, and that is the best one. Every other uniform means something to the ski area staff, but nothing to the guests. Guests only know that you have a uniform or name tag, and that should be enough.

On top of that, why take a problem and intensify it. A customer has a problem. Instead of using a radio at a ski area or a phone, you send the customer to someone else.

Do Something

Train your entire staff to deal with all the customer problems. Sending a customer to someone else just magnifies the problem, it does not solve it. It increases the staff time spent on the problem; it does not save time. It makes customers mad; it does not solve problems.

See 5 Words That Customers Absolutely Hate

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Copyright 2013 Recreation Law (720) Edit Law

Email: Rec-law@recreation-law.com

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By Recreation Law    Rec-law@recreation-law.com         James H. Moss         #Authorrank

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Customer Service means the Buck Stops where the customer is, not where the boss is

Teach and empower your staff to deal with problems immediately rather than passing the problem to someone else.

This article is great. The title is 5 Words That Customers Absolutely Hate. Those five words are “That is not my responsibility.” Customers don’t know that your uniform does not cover that area of responsibility. Ski areas are a classic example of sending customers to someone else to solve a problem.

Everyone at a ski resort wears a uniform. However, the only thing that guests know is one uniform has a white cross on their back, and that is the best one. Every other uniform means something to the ski area staff, but nothing to the guests. Guests only know that you have a uniform or name tag, and that should be enough.

On top of that, why take a problem and intensify it. A customer has a problem. Instead of using a radio at a ski area or a phone, you send the customer to someone else.

Do Something

Train your entire staff to deal with all the customer problems. Sending a customer to someone else just magnifies the problem, it does not solve it. It increases the staff time spent on the problem; it does not save time. It makes customers mad; it does not solve problems.

See 5 Words That Customers Absolutely Hate

What do you think? Leave a comment.

If you like this let your friends know or post it on FB, Twitter or LinkedIn

Copyright 2013 Recreation Law (720) Edit Law

Email: Rec-law@recreation-law.com

Google+: +Recreation

Twitter: RecreationLaw

Facebook: Rec.Law.Now

Facebook Page: Outdoor Recreation & Adventure Travel Law

Blog:www.recreation-law.com

Mobile Site: http://m.recreation-law.com

By Recreation Law    Rec-law@recreation-law.com         James H. Moss         #Authorrank

<rel=”author” link=” https://plus.google.com/u/0/b/112453188060350225356/” />

 

 

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Risk Management is Customer Service

Loveland Ski Area 2013

PowerPoint Presentation given to the Loveland Ski Area Management Team in preparation for the 2013-2014 ski season.

Risk Management is Customer Service

What do you think? Leave a comment.

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By Recreation Law    Rec-law@recreation-law.com      James H. Moss         #Authorrank

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And you think your customers are bad…..but is it all the customers fault?

Maybe you need to screen a little better

Mature lady sunbathing at swimming pool. Puert...

These are allegedly actual complaints received by Thomas Cook Vacations from dissatisfied customers:

1.     “I think it should be explained in the brochure that the local convenience store does not sell proper biscuits like custard creams or ginger nuts.”

2.     “It’s lazy of the local shopkeepers in Puerto Vallarta to close in the afternoons. I often needed to buy things during ‘siesta’ time — this should be banned.”

3.     “On my holiday to Goa in India , I was disgusted to find that almost every restaurant served curry. I don’t like spicy food.”

4.     “We booked an excursion to a water park but no-one told us we had to bring our own swimsuits and towels. We assumed it would be included in the price”

5.     “The beach was too sandy. We had to clean everything when we returned to our room.”

6.     “We found the sand was not like the sand in the brochure. Your brochure shows the sand as white but it was more yellow.”

7.     “They should not allow topless sunbathing on the beach. It was very distracting for my husband who just wanted to relax.”

8.     “No-one told us there would be fish in the water. The children were scared.”

9.     “Although the brochure said that there was a fully equipped kitchen, there was no egg-slicer in the drawers.”

10.    “We went on holiday to Spain and had a problem with the taxi drivers as they were all Spanish.”

11.    “The roads were uneven and bumpy, so we could not read the local guide book during the bus ride to the resort. Because of this, we were unaware of many things that would have made our holiday more fun.”

12.    “It took us nine hours to fly home from Jamaica to England . It took the Americans only three hours to get home. This seems unfair.”

13.    “I compared the size of our one-bedroom suite to our friends’ three-bedroom and ours was significantly smaller.”

14.    “The brochure stated: ‘No hairdressers at the resort’. We’re trainee hairdressers and we think they knew and

Beach in Puerto Vallarta, Jalisco, México.

made us wait longer for service.”

15.    “There were too many Spanish people there. The receptionist spoke Spanish, the food was Spanish. No one told us that there would be so many foreigners.”

16.    “We had to line up outside to catch the boat and there was no air-conditioning.”

17.    “It is your duty as a tour operator to advise us of noisy or unruly guests before we travel.”

18.    “I was bitten by a mosquito. The brochure did not mention mosquitoes.”

19.    “My fiancé and I requested twin-beds when we booked, but instead we were placed in a room with a king bed. We now hold you responsible and want to be re-reimbursed for the fact that I became pregnant. This would not have happened if you had put us in the room that we booked.”

Do Something

Who knows if these are true? However I can envision every one of them being true. Working as a whitewater raft guide I hear customers say:

“How do you get the water back upstream?”

“Can I leave my stuff here on shore?” (At the put in thinking we will come back to this spot.)

And the absolute best. A friend had just rowed a boat through a class IV section of the Arkansas River. The customer climbed out of the boat and stated. “I did not see the rails the entire trip.” The customer thought the boat was traveling on a rail, just like WDW.

What do all of these mean? It means someone is not doing a good job of educating customers before they leave on their trip. Or they may be marketing to the wrong group of customers. Either way, it is these minor annoyances that can create a bigger problem if customer does not feel satisfied with your response.

What do you think? Leave a comment.

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Copyright 2013 Recreation Law (720) Edit Law

Email: Rec-law@recreation-law.com

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Facebook Page: Outdoor Recreation & Adventure Travel Law

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By Recreation Law    Rec-law@recreation-law.com      James H. Moss         #Authorrank

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Based on the article yes there was going to be a lawsuit

You can’t make a customer happy when they hurt and you yell at them

Here are the facts as put forth in the article. A man riding a zip line hit a tree. The tree was padded. The man was supposedly stuck in a tree, injured while an employee yelled at him. The injured man supposedly tore a tendon in his right knee and required surgery.

The article says, the lawsuit says a “worker or manager accused [plaintiff] of not following park rules and injuring himself on purpose…”

I’ve torn tendons; they hurt. I would have gone for a sprained ankle if I needed an injury. But again, that is hard to do on a zip line.

“Said employee argued with Plaintiff and his wife over whose fault the accident was until several minutes had elapsed while Plaintiff was still in the tree in agony,” the lawsuit states.

The lawsuit states that the Zoom Air Daytona employee argued about whether Farrell should call an ambulance. The lawsuit said the employee did not help obtain any medical treatment for Farrell. It was Farrell’s wife who got ice for her husband from their vehicle, he said.

Do Something

Or in this case don’t do something. If you believe you have a fraudulent accident occurring on your property your response is no different from any other injured person, legitimate or not. Your investigation should be immediate, thorough and include every witness statement or comment you can find.

The suit claims the man is suing because the defendant did not “”adequately” train its customers or “adequately” supervise its zip lines.”

Customer training is the nightmare of all outdoor companies. Are they listening to you? What do you have to get across to them? What do they need to know? What do you feel you legally need to tell them?

However, I have NEVER seen a claim that you were negligent in not training a customer properly.

See Man claims injury on Daytona Beach park zip line

What do you think? Leave a comment.

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Facebook Page: Outdoor Recreation & Adventure Travel Law

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By Recreation Law  Rec-law@recreation-law.com      James H. Moss         Jim Moss

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Keep customers and turn possible plaintiffs into PR teams for you

Dealing with a problem or a possible lawsuit is good customer service. Just keep it as customer service.

This article describes a major problem that Zipcar founder Robin Chase discovered and how she dealt with it.

Zipcar

Zipcar (Photo credit: Wikipedia)

Basically, she found out that she had screwed up her pricing and had to increase her prices by 25%. She was panicked that she would lose this new company because her customers would leave. She sent out an email carefully explaining that she had screwed up, apologized and waited.

The next day she went to work not knowing if she would have any customers.

When I opened the door to the office, one of the employees flashed me the thumbs-up. We had 21 replies. Nineteen of them said, “You know, we thought it was way too cheap. We love the service–don’t worry about it.” Two people wrote angry letters. I called both, apologized, and explained that the company could not survive at those prices. Neither one quit. One even went on to become one of our biggest champions and did a lot of PR for us.

Think about it, a phone call took a mad customer and turned them into a champion for your business.

Zipcar is a success, now owned by Avis and so is Robin Chase!

This same issue works for injured people at your recreation program. Nothing changes when a guest is injured that they are now plaintiffs. If they have not changed, then why should we change or change how we deal with them.

1.   Immediately deal with the problem.

2.   Immediately solve the problem if you can.

3.   If you can’t solve the problem, solve all the little irritating issues that you can.

4.   Be honest

5.   Don’ run away, don’t hide, don’t pass on the problem.

Deal with it!

See Robin Chase: How I Survived a Huge Screw-up

More ideas on dealing with disasters

10 Signs of Great Risk Management               http://rec-law.us/sUzpHT

7 Mistakes Made by People who are called Defendant       http://rec-law.us/stli09

Crisis Response                                           http://rec-law.us/ul6Nrl

Reasons Why People Sue                              http://rec-law.us/uZ5RKR

Ten Commandments of Dealing with People in a Crisis       http://rec-law.us/KoI8Xo

What do you think? Leave a comment.

If you like this let your friends know or post it on FaceBook, Twitter or LinkedIn

Copyright 2013 Recreation Law (720) Edit Law

Email: Rec-law@recreation-law.com

Google+: +Recreation

Twitter: RecreationLaw

Facebook: Rec.Law.Now

Facebook Page: Outdoor Recreation & Adventure Travel Law

Blog: www.recreation-law.com

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By Recreation Law  Rec-law@recreation-law.com      James H. Moss         Jim Moss

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Want to work in the climbing and mountaineering industry?

JOB OPENING: Sales & Service Assistant

Start Date: Mid-late March 2008

Location: C.A.M.P. USA Offices – Broomfield, CO

Weekly Work Expectations: Monday-Friday, 20 hours per week

C.A.M.P. USA, US distributor for the Italian climbing gear brand C.A.M.P., is looking for a Sales & Service Assistant to help with sales support, customer service, general office assistance and other professional duties. The Sales & Service Assistant will be tasked with responsibilities that include the following: interaction with dealers and customers, order entry and tracking, customer service, sales support, maintaining customer databases, coordinating sales trips and presentations, and general data management. It is our expectation that the ideal candidate will grow into other managerial duties like dealer management and sales.

C.A.M.P. USA is a growing company that prides itself on delivering the highest quality customer service to support sales of the most technical climbing hard goods in the world. The ideal candidate for the Sales & Service Assistant will have a desire to work in a small business where they will be challenged to apply their knowledge and time to a wide range of duties and tasks.

Interested applicants should submit a cover letter detailing their relevant work history and ambitions along with a resume detailing relevant education, work and personal experience as it applies to the position of Sales & Service Assistant. Applications can be sent to C.A.M.P. USA Managing Director Tommy Knoll at tommy@camp-usa.com.

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