Keeping Customers Informed

I would rather fly with Virgin Atlantic than with British Airways, and I would rather ski at Mammoth than at Heavenly. That's not necessarily because Virgin have better timekeeping (we were mighty delayed last week, for example), nor that skiing is better at Mammoth than at Heavenly. It all comes down to accurate and full customer information.

At Mammoth, there's a clock on every ski lift to tell you the time; at Heavenly, timepieces are few and far between. Lift information at Mammoth has tended to be accurate ... but here at Heavenly, the online web site seems to tell us what they wish they could be running rather than what they are running. Yesterday, one of their few on-mountain report displays beside "Groove" chair told it was shut down ... no one had told the operators, and it was running!

"What shall we tell the customers?" was an often asked question at the place I used to train under contract when they were cancelling a course or had rescheduled dates. "What's wrong with telling them the truth?" was my reaction. Customers deserve the respect of full and honest information.

I'm off in a few minutes to Heavenly's Gondola station. Signage there is very limited, and the web site tells me that all the lifts (bar one) are open today. Sorry, I don't believe the web site. Experience over the last couple of days tell me that I need to seek out one of their staff and chat with him to find out what's really happening. What a silly system!

And we disagree with it. Hence...

Well House Consultants information updates:

Headline news digest on our news page
Daily update via the Horse's Mouth
News flashes on our home page
Customer support via the Opentalk Forum
.... and course availability on our booking system and in our diary is dynamic.
(written 2006-01-02 16:05:15)

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G501 - Well House Consultants - Customer Service

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This is a page archived from The Horse's Mouth at http://www.wellho.net/horse/ - the diary and writings of Graham Ellis. Every attempt was made to provide current information at the time the page was written, but things do move forward in our business - new software releases, price changes, new techniques. Please check back via our main site for current courses, prices, versions, etc - any mention of a price in "The Horse's Mouth" cannot be taken as an offer to supply at that price.

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