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Loveland Ski Area 2013-14
Jim Moss
Former Trial Attorney 54 trials
Ski Areas & Ski Manufacturers Beacons & Air Bags
Represent Outfitters, Mfgs, Reso...
The Magic Must Not End Just because a
Guest is Unhappy
The Magic Works
Walt Disney World
by its 25th
Anniversay had 26
lawsuits
Loveland Ski Area 2012-2013
RIP
Risk Management is Not Yelling
Duck! Or
You are the
Safety Net for
Risk
Management
Risk
Management
is the Safety
Net for You
Today
Risk Management is Customer Service
The More Customer Service you do the less
Risk Management Brian has to do
Custom...
How Guests Look at You
Uniforms
There is only one uniform that matters!
•Uniforms
However Guests Don’t know the
Difference
Ski Area Language
What does that mean from the Guests
Point of View
If you have
Loveland on a
jacket or a
Uniform on, you
should be able to
...
What Happens when the Uniform
does not help?
You Must Help
Ever be in a lane on the interstate
when you realize yours is the one
that is stopped?
Ever been on hold and...
You have to help
If you can Help, Help
If you can’t Help
Don’t Leave; Stay and
Listen and if that does
not work Talk
What is Help
Hand them a lift ticket and ask them
to come back and try Loveland again
Hand them a lunch voucher and ask
th...
Customer Service is Risk Management
Customer Service is Risk Management
Customer Service
Risk Management
Risk Management is also Customer Service
Customer Service
Customer Service
Making People Happy
Creating a desire to come
back
Creating a desire to buy a
dozen beer...
Risk Management
Making People Happy
Creating a desire to
come back
Creating a desire to
buy a dozen beers for
the employee...
They are one and the Same
Customer Service
Risk Management
Happy
Guests
So think, whose job is Risk
Management?
EVERYONE'S
!
Since when did Guest
Services be the sole duty
of just one person?
Examples
•Parking attendant over hears
father complaining about ski
school
•Lift Maintenance sees accident
•Customer asks ...
I have 160,000 miles on United
I switched to Southwest
Why
More Fun Less Griping
Helping works Everywhere
It also Helps
if all Loveland
Employees
work to keep
each other
safe!
Worker’s Compensation Road Signs
Make it special
Ask for Monica
Brian is the best person to deal with that
Before 11:30 or after 2:00 PM the
restaurant is ...
You Guide Risk
Management
Any lawsuit or claim that arrives that
Risk Management does not know
about in advance means some...
And if Risk Management is
Blind it becomes this
You can let Risk Management Know
Guest is unhappy
Guest is mad
Guest is threatening to sue
If Not?
Unhappy Guests
Why do you send Guests to
Risk Management
What do we call
someone who pays you
money to come to your
resort?
What do we call a guest
who has injured
themselves?
When a guest has a
problem, who do we
send them to?
When an injured guest
has a problem, who do
we send them to?
Why?
Why when one of our guests
is injured do we treat the
guest differently?
What mental issues are we creating
when the first time a guest has a
problem we send them to guest
services and the second...
What does sending a Guest to Risk
Management cause?
It puts them in the mental frame of mind
that they can now get money!
...
Thinking like a guest
Who do you want to have deal with a problem
Ski Patrol or Risk Management
Lift Maintenance or Risk M...
What Happens When a Guest Comes
Back to Loveland
Solve the problem and avoid
putting guests at odds, mentally
with the resort
Nothing is Safe
It is more
dangerous
to drive
here than to
ski here
You are going to have
accidents and injuries
The key is how you
deal with them
How you deal with them is all the difference
Just deal with them
Success is injured guests who come
back to ski and board
Questions?
Loveland Ski Area Risk Management and Customer Service Training 2013
Loveland Ski Area Risk Management and Customer Service Training 2013
Loveland Ski Area Risk Management and Customer Service Training 2013
Loveland Ski Area Risk Management and Customer Service Training 2013
Loveland Ski Area Risk Management and Customer Service Training 2013
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Loveland Ski Area Risk Management and Customer Service Training 2013

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Program presented to Loveland Ski Area Management in risk management and customer service training for the 2013-2014 ski season

Published in: Business, Economy & Finance
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Loveland Ski Area Risk Management and Customer Service Training 2013

  1. 1. Loveland Ski Area 2013-14
  2. 2. Jim Moss Former Trial Attorney 54 trials Ski Areas & Ski Manufacturers Beacons & Air Bags Represent Outfitters, Mfgs, Resorts, Travel Former Mtn Guide, Still work in Grand Canyon Serve on the ASTM & the UIAA 16 fatalities 3 quads 3 paraplegics only 1 lawsuit 6000 evacuations 1 claim for $100 Knocked myself cold skiing Loveland last year
  3. 3. The Magic Must Not End Just because a Guest is Unhappy
  4. 4. The Magic Works Walt Disney World by its 25th Anniversay had 26 lawsuits
  5. 5. Loveland Ski Area 2012-2013 RIP
  6. 6. Risk Management is Not Yelling Duck! Or
  7. 7. You are the Safety Net for Risk Management Risk Management is the Safety Net for You
  8. 8. Today Risk Management is Customer Service The More Customer Service you do the less Risk Management Brian has to do Customer Service is always cheaper than risk management If all else fails, you have advance warning
  9. 9. How Guests Look at You Uniforms
  10. 10. There is only one uniform that matters! •Uniforms
  11. 11. However Guests Don’t know the Difference
  12. 12. Ski Area Language
  13. 13. What does that mean from the Guests Point of View If you have Loveland on a jacket or a Uniform on, you should be able to help me
  14. 14. What Happens when the Uniform does not help?
  15. 15. You Must Help Ever be in a lane on the interstate when you realize yours is the one that is stopped? Ever been on hold and once you get to a real person they tell you, you called the wrong department? Ever find someone in a Loveland uniform and ask for help only to find out they are the wrong department?
  16. 16. You have to help If you can Help, Help If you can’t Help Don’t Leave; Stay and Listen and if that does not work Talk
  17. 17. What is Help Hand them a lift ticket and ask them to come back and try Loveland again Hand them a lunch voucher and ask them to come back and try Loveland again Tell them to come back and you will get them a ski tour with the ski patrol Give them a bumper sticker or a t-shirt
  18. 18. Customer Service is Risk Management
  19. 19. Customer Service is Risk Management Customer Service Risk Management Risk Management is also Customer Service
  20. 20. Customer Service Customer Service Making People Happy Creating a desire to come back Creating a desire to buy a dozen beers for the employees and volunteers Back to main
  21. 21. Risk Management Making People Happy Creating a desire to come back Creating a desire to buy a dozen beers for the employees and volunteers Back to main Risk Management
  22. 22. They are one and the Same Customer Service Risk Management Happy Guests
  23. 23. So think, whose job is Risk Management?
  24. 24. EVERYONE'S ! Since when did Guest Services be the sole duty of just one person?
  25. 25. Examples •Parking attendant over hears father complaining about ski school •Lift Maintenance sees accident •Customer asks for a bag for snow for injured guest!
  26. 26. I have 160,000 miles on United I switched to Southwest Why More Fun Less Griping
  27. 27. Helping works Everywhere It also Helps if all Loveland Employees work to keep each other safe!
  28. 28. Worker’s Compensation Road Signs
  29. 29. Make it special Ask for Monica Brian is the best person to deal with that Before 11:30 or after 2:00 PM the restaurant is less crowded Use my name, you’ll wait longer at the restaurant
  30. 30. You Guide Risk Management Any lawsuit or claim that arrives that Risk Management does not know about in advance means someone at the resort failed a guest
  31. 31. And if Risk Management is Blind it becomes this
  32. 32. You can let Risk Management Know Guest is unhappy Guest is mad Guest is threatening to sue
  33. 33. If Not?
  34. 34. Unhappy Guests
  35. 35. Why do you send Guests to Risk Management
  36. 36. What do we call someone who pays you money to come to your resort?
  37. 37. What do we call a guest who has injured themselves?
  38. 38. When a guest has a problem, who do we send them to?
  39. 39. When an injured guest has a problem, who do we send them to?
  40. 40. Why? Why when one of our guests is injured do we treat the guest differently?
  41. 41. What mental issues are we creating when the first time a guest has a problem we send them to guest services and the second time we send them to risk management?
  42. 42. What does sending a Guest to Risk Management cause? It puts them in the mental frame of mind that they can now get money! They expect to experience a problem because risk management does not want to give you any money
  43. 43. Thinking like a guest Who do you want to have deal with a problem Ski Patrol or Risk Management Lift Maintenance or Risk Management Management or Risk Management Food Services or Risk Management Parking Lot Attendent or Risk Management Some guy walking by or Risk Management
  44. 44. What Happens When a Guest Comes Back to Loveland
  45. 45. Solve the problem and avoid putting guests at odds, mentally with the resort
  46. 46. Nothing is Safe
  47. 47. It is more dangerous to drive here than to ski here
  48. 48. You are going to have accidents and injuries The key is how you deal with them
  49. 49. How you deal with them is all the difference Just deal with them
  50. 50. Success is injured guests who come back to ski and board
  51. 51. Questions?

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