Ski Resort: Money Back Guarantee

 I proposed to the president of a New England ski resort that  a Money Back Guarantee be field tested on non-holiday, non-weekend days in January and February. 

The guarantee would be limited to equipment failure. If the resort’s equipment failed while the mountain was open,  customers impacted by the failure would be eligible to request a refund if they were dissatisfied. 

Equipment failure is a customer experienced defect, a relational discourager. 

I proposed that the resort’s maintenance team implement a proactive preventative maintenance program to sharply reduce equipment failures, reducing the number of defects the customer’s encountered. 

I proposed that the resort would be able to self-fund this guarantee by adding $1.00 to the price of every ticket sold. 

In researching money back guarantees, companies  (not ski resorts) that offer them can charge significantly more than competitors for the same product or service, in some cases 300% more. 

Equipment failures rarely impact all of the skiers visiting a resort. Only a small portion of all the skiers on any given day would be impacted, unless equipment failures were wide spread.  

I proposed that the idea be tested on non-holiday, non-weekend days to see how many customers would request their money back. Data collected would establish to the cost of the program and whether the $1.00 ticket price boost would cover the refund costs. 

I proposed that the money back guarantee would give the ski resort a competitive advantage over other New England Ski Resorts. 

What’s wrong with this idea? 

Your thoughts will be appreciated. 

#NewHampshire #NewEngland 

K. H. Little Consulting Services

Kenneth H. Little, MA

cell: (603) 726-1006

kenlittle-nh.com

Ski Resort: Customer Experience Cycle

 A Typical New England Ski Area

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Customers flow through this cycle beginning with “select your resort” to visit.  There are many ski resorts in New England to pick from. 

~ Why would they pick yours? Why might they not? 

In general, once they choose to ski at your resort, they enter your Macro Cycle. There are steps you can control and steps you cannot control. 

1. Travel to your location (no control)

2. Embarkation (arriving, off-loading, parking, etc.)

3. Base Lodge

4. Purchase Ticket (unless pass holder)

5. Rentals

7. Lessons

8. Lift Operations

9. Snow (making, grooming, etc.)

10. Weather (no control)

11. Disembarkation (pack up, get car, load gear, drive away)

Each step is a potential point of contact and an opportunity for the customer to be satisfied or disappointed.  

While you cannot control the travel experience, it does impact how the customers arrive.  Are they stressed / not stressed when they first enter your zone of responsibility. 

The first point of contact may be the “Welcome to …” sign. This is your first opportunity to impress your arriving customers. How does your sign look? Is it clear, bright, well maintained? Are directions provided guiding the customer toward the off-loading area and available parking? Is the pavement intact, cleared of snow and ice? 

Is the off-loading area well organized and efficient. Are customers able to easily navigate this process? 

Next is parking, then Base Lodge? 

K. H. Little Consulting Services

Kenneth H. Little, MA

cell: (603) 726-1006

kenlittle-nh.com

Relational Encouragers & Discouragers.

 Relational Encouragers & Discouragers

How are your relationships with your loved ones, friends, customers doing? 

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Relational encouragers are small, sometimes imperceptible things that gradually strengthen a relationship bringing people closer together over time.  Relational encouragers heal a relationship after a fracture.  They might be a hug, a smile, a gentle touch, an apology, affectionate eye contact, etc.  Small gestures. 

Relational discouragers are small, sometimes imperceptible things that gradually weaken a relationship. Relational discouragers make things worse after fracture. These might look like an eye roll, an exasperated exhale, physically distancing, an irritated tone.  Small gestures. 

Relational discouragers are defects.

Across time after exposure to multiple relational encouragers and / or discouragers, combinations of both, relationships become closer, stronger, or they move further apart, become weaker, some eventually breaking and ending. 

Now, consider your employees and customers.  Are you using more relational encouragers or more relational discouragers?  Are you strengthening relationships or weakening them? 

How does your customer retention and expansion look?  Are they as good as they could be? How does your employee retention, morale, tardiness and absenteeism look?  Are these indicators as good as they could be? 

K. H. Little Consulting Services

Kenneth H. Little, MA

cell: (603) 726-1006

kenlittle-nh.com

Performance Improvement: Self Mastery

 To master your performance, you must master your self. 

To master your self, you must master your subconscious.  

Your subconscious is driving everything.  

What are your subconscious thoughts on this idea? 

K. H. Little Consulting Services

Kenneth H. Little, MA

cell: (603) 726-1006

kenlittle-nh.com

Parenting Is: Continuous Quality Improvement

Parenting Is: Continuous Quality Improvement

The very best response to the vast majority of children’s misbehavior is a simple, quiet conversation moderated by reason, wisdom, and compassion; a conversation that guides the child quietly and gently to a better, more helpful place in life.  

Raising children is a long, gradual process.  It takes years and years of patient and persistent effort. Gentle guidance is the primary choice in parenting. 

Sometimes a planned system of positive and negative consequences makes sense.  This is not a system of rewards and punishment, so to speak, but a well crafted system of inductive consequences; constructive and instructive consequences that gradually teach better behavior, better problem solving skill, and better decision-making skill.

Arbitrary and / or harsh consequences should be avoided.  They are far more likely to inflame the situation and create resentment within the child which will obscure any learning benefit.   

It is far more likely that arbitrary and / or harsh consequences will increase misbehavior, rather than decrease it, and also decrease the frequency of positive behaviors.

Everything in life is practice to mastery.  Everyone needs the opportunity to practice new skills gradually over time in order to master them.  Everyone makes mistakes and needs the opportunity to practice making amends and to practice regrouping and moving forward again. 

Instructive, constructive, and reparative consequences gradually influence thinking, feeling, and behaving in a productive direction.  

K. H. Little Consulting Services

Kenneth H. Little, MA

cell: (603) 726-1006

kenlittle-nh.com

Our Little Thought Gremlins

 

Our Little Thought Gremlins 

Most of your thoughts emerge into your awareness from your subconscious.  

You felt it happen when you read that statement.  You had  some sort of instant reaction.  Perhaps it was barely perceptible or maybe it was a quite strong thought.  

• “That’s bunk!” 

• “Hmmm, that’s interesting.”

What was your first thought?  

Where did it come from? It wasn’t there. You read the statement.  Suddenly, it was there in the blink of an eye. 

This happens in simple, unimportant scenarios like this, but it also happens in your personal relationships, your parental relationships, your work relationships, your random interactions with strangers, even with your self. 

Watch what thought leaps instantly into your head the next time you spill your coffee on your nice shirt.  “I am such a dingus!”  

A person cuts you off on the highway. A thought or series of thoughts jumps immediately into your awareness.  Suddenly you’re angry, perhaps.  Where did these thoughts come from? 

What happens to you when you get cut off on the highway or spill your coffee?   What thought(s) leap immediately to mind? Where do these thoughts come from? 

Your instant subconscious reactions, the millions of them that occur every day are guiding your along your path, influencing the decisions you make.  

Your subconscious may be more influential in creating your outcomes than is comfortable to acknowledge.

K. H. Little Consulting Services

Kenneth H. Little, MA

cell: (603) 726-1006

kenlittle-nh.com

Kindness

 

The kindnesses you have shared with others over the years of your lifetime have left in people tiny packages, like little gifts of warm love on a cold winter night.

K. H. Little Consulting Services

Kenneth H. Little, MA

cell: (603) 726-1006

kenlittle-nh.com