My letter to Mt High Customer Service
Sent Monday, January 24th.
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January 23rd, 2005
Mountain High Resort
ATTN: Customer Service/Management
Today was my last day of skiing at Mt. High Resort, and I had a pretty good time.
Why was it my last day? Unfortunately, it’s all due to the fact that you do not have a fundamental understanding of Customer Service. — The customer is always right and everything possible should be done to make them happy. Apparently, $12 is impossible.
I was at your resort two weeks ago (01/08/2005) and upgraded a Ralph’s ticket ($38) to a Beginner’s Package Ticket for an additional $12. My main concern with the Beginner’s Package was that it only allows access to the lower mountain. When I asked the cashier, I was assured that my lift ticket would work for the entire mountain. Before I was able to ski that day, the resort was closed due to weather and I was given a voucher.
When returning today to use the voucher, I was charged an additional $12 to allow me to have a lift ticket for the entire mountain. I explained that I had been assured that I already had a lift ticket for the entire mountain and that I shouldn’t be charged the extra $12. The cashier disagreed, so I paid the $12 and took my complaint to Guest Services. Guest Services wasn’t able to fix my problem and I had to go to the VIP window. The clerk at the VIP window reiterated the Beginner’s Package Policy over and over again (which I am familiar with), and I reiterated (we were actually screaming at each other) over and over again that regardless of what the policy is, I was assured a full mountain lift ticket and that Mt. High has reneged on their promise. I don’t care what your policies and fine print say – I was made a promise by you, which you did not keep. No employee of yours should be screaming at me, a customer who came with many friends and will never come back.
Enjoying a day of skiing was more important to me than $12. But, the sad thing is, losing a customer forever wasn’t worth more than $12 to you.
I hope you do well in the future without my business and that you can learn from your mistakes and start following a very basic rule: “The customer is always right, and everything possible should be done to make them happy.†It’s too late to win me back, but hopefully not too late to lose any others.
With Regret,
[My Name]
[My Address]
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See also: Mt High Customer Service Sucks
