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

1. Loveland Ski Area 2013-14

3. 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

4. The Magic Must Not End Just because a
Guest is Unhappy

5. The Magic Works
Walt Disney World
by its 25th
Anniversay had 26
lawsuits

6. Loveland Ski Area 2012-2013
RIP

7. Risk Management is Not Yelling
Duck! Or

8. You are the
Safety Net for
Risk
Management
Risk
Management
is the Safety
Net for You

9. 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

10. How Guests Look at You
Uniforms

11. There is only one uniform that matters!
•Uniforms

12. However Guests Don’t know the
Difference

13. Ski Area Language

15. 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

16. What Happens when the Uniform
does not help?

17. 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?

18. 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

19. 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

20. Customer Service is Risk Management

21. Customer Service is Risk Management
Customer Service
Risk Management
Risk Management is also Customer Service

22. 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

23. 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

24. They are one and the Same
Customer Service
Risk Management
Happy
Guests

25. So think, whose job is Risk
Management?

26. EVERYONE'S
!
Since when did Guest
Services be the sole duty
of just one person?

27. Examples
•Parking attendant over hears
father complaining about ski
school
•Lift Maintenance sees accident
•Customer asks for a bag for
snow for injured guest!

28. I have 160,000 miles on United
I switched to Southwest
Why
More Fun Less Griping

29. Helping works Everywhere
It also Helps
if all Loveland
Employees
work to keep
each other
safe!

30. Worker’s Compensation Road Signs

31. 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

32. 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

33. And if Risk Management is
Blind it becomes this

34. You can let Risk Management Know
Guest is unhappy
Guest is mad
Guest is threatening to sue

35. If Not?

36. Unhappy Guests

37. Why do you send Guests to
Risk Management

38. What do we call
someone who pays you
money to come to your
resort?

39. What do we call a guest
who has injured
themselves?

40. When a guest has a
problem, who do we
send them to?

41. When an injured guest
has a problem, who do
we send them to?

42. Why?
Why when one of our guests
is injured do we treat the
guest differently?

43. 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?

44. 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

45. 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

46. What Happens When a Guest Comes
Back to Loveland

47. Solve the problem and avoid
putting guests at odds, mentally
with the resort

48. Nothing is Safe

49. It is more
dangerous
to drive
here than to
ski here

50. You are going to have
accidents and injuries
The key is how you
deal with them

52. How you deal with them is all the difference
Just deal with them

53. Success is injured guests who come
back to ski and board

54. Questions?