Spencer Wade

Review of Winter Park Resort/Intrawest

To begin with, I m not a fan of upselling calls. I...

To begin with, I m not a fan of upselling calls. If I ve already purchased my pass, there s a good chance I actually researched it first. I understand it s considered a courtesy, and I appreciate its value in certain instances, but when an up-sale call turns into a voicemail telling me I purchased the wrong pass then I panic and call in to ensure my mistake can be corrected. I don t wait until after my digital marketing agency closes in Chicago or an hour later when my location in Westminster does. I put my business on hold and call immediately. After all, I didn t build my agency by being an idiot and wasting money on purchasing the wrong big ticket items.

So, I call in and begin the dance that always happens when this same old, tired song starts playing. You know the tune. It goes something like, We re not sure and You ve called the wrong department . That song drives me crazy and was going to turn my entire purchase upside down pretty quickly. That is until, Elaine, stepped in and took my call with wit, empathy, and a cool grace I felt we all could learn from. I was upset. I was righteously indignant. How dare they do this to my day? How dare they this and that. I was in a real mood and she talked me right down from that ledge and gave me hope that the world wasn t actually ending. How, you ask?

Elaine spoke to my issue, not around it. Elaine understood my frustration and didn t hide it behind a made-up excuse. Elaine showed me that professionalism in customer service is more than just a figment of my imagination. It s alive and well and goes by the name Elaine and works for Winter Park resort. She epitomizes what an expert in this field can do with even the worst of situations. Elaine took my ill will and turned it back to excitement for my purchase. She led me, almost against my will, back to the place I stood when I made the initial purchase. She erased the angst and replaced it with enthusiasm for future interactions with this company. After all, if they hired her then they re doing something incredibly right! Thank you, Elaine. It meant a great deal to have your help.