Very unscientific poll re: Crystal Mountain

What follows is an e-mail drafted to Crystal's Marketing director after suffering from either negligent or purposeful lack of information about operations yesterday.

I left a message with you the other day in regards to the updates on your website and snow phones.  I have been a loyal customer since moving to Seattle in 1990 from Snowbird, Utah, where I worked and lived for 10 years.  Since Crystal is the largest ski resort in the NW and the only real big mountain skiing destination (which is the way you're marketing yourselves), the people looking for that experience look to you to be the role model for the type of experience and product that you present.  Part of the package for a big mountain resort is its responsibility to its customers to provide up to date information on the factors that will determine it's operational capacity on a day to day basis in a timely fashion.

Yesterday (2/7) whomever was in charge of updating your website and snow-phone failed miserably.  Neither the 5 AM website update (which got updated again between 6:30 and 8 while people are already on the road) nor the snow-phone message made any mention about a wind closure, although they did take time to talk about the wind.  The snow-phone stated there would be a 7:30 update which was still not accomplished when I was in Guest Services @ 8:30.   Due to your location most of your clientele have a 1.5 to 2.0 hr drive to get to your resort and with the current cost of gas I'm sure would like some type of accurate information about the conditions and operation schedule before they get in their cars and start your way.  It would also be nice if you could update the snow phone @ 7 AM so you could call enroute and change plans accordingly. 

Today (2/ was unfortunately more of the same.  While the 5AM website update had new snow totals the message at the top still had yesterday's disclaimer that the upper mt. was on wind closure (that wasn't posted yesterday until after 7 AM) .  The snow-phone once again made no mention of wind closure or a change in status from yesterday. 

To the objective observer it looked as if you were trying to play it both ways by getting people to come up and then use the wind clause and discounted lift passes to provide 1/3 of the skiable terrain at 2/3 the price (where's the value there?).   I believe that is referred to as the bait and switch technique.   I know that you don't control the weather and last minute things happen, but that was not the case yesterday you had all the info you needed @ 5 AM to make the call.  Crystal did not live up to its marketing of a big mountain resort and instead reverted to the backwoods podunk ski hill of years past.  Which one is it going to be??

Bottom line Crystal is great, Boyne Resorts SUCK!!!!!            Ski Hypo!!!

Come on! Any one who spends time in the mountains, knows that the weather can change by the hour, minute, or instantly. By the time you leave home, and then arrive at the mountain, I would bet that some weather has made a change from what reports you may have heard.

Do some independant checking, (NAOO) or other good sites, not just CM Website or the snow phone.

So I'd really like to know, what are the top 5 things that Crystal management can do to make Crystal a better place?  As a local who learned to ski at Crystal, and as the marketing director, I have a lot of pride in the area, the improvements Boyne has made and the hard working staff.  Since 1997 Boyne has spent over $20 million dollars on capitol improvements and Crystal is better now than it has ever been (not an option but a fact). 

3pinz....you forgot to mention the fact, which I took time to explain to you today, that we had a power outage and no internet hence the reason why the update on Thursday was late.  So yes, power outages and no internet are a potential problem.  And I did give you info about the NWAC telemetry links, did I not? 

Bottom line is Crystal management does care.  I'm committed to this great mountain and to the skiers/riders who love it as much as I do.

To be honest, I wouldn't change a thing. I have skiied Crystal since I learned when I was 17. I am now 50. Have had a season pass since 1995. Taught my daughter to ski there. Have great memories, made friends and shook Warren Miller's hand at the Campell Basin Rest opening.

I took lessons from an Argentine, Laura B, a few years ago. She had taught at Vail, JH, Taos and Squaw V. She told me that she returned to teach at Crystal because of the terrain, good skiiers, and friendly people.

"Crystal Mt has more good skiiers per cap than any other ski area I've taught at, plus the terrain is fantastic and the people are so friendly."

Quote from Laura B, Crystal Ski Instructor 1998

I love Crystal, love the terrain and love all the people I ski with !!

Thank you. That is all !!!!!

SnowGirl,
Well today (Feb 8, 2008) was an epic "Top 3" day of all time at Crystal! See “Crystal DEEP thread”.
I've had my challenges with Crystal management (not mountain) over the years. Here are my "Top 5" suggestions to improve things:
1. Accurate snow, weather and terrain reports, ESPECIALLY relating to possible wind closures. Serious skiers are forced to look at the NWAC telemetry sites because the ski area propaganda is usually laughable. Most casual skiers are not going to do this and are frequently disappointed by the reality. BTW - the chairs used to run in much stormier weather than now, apparently a puff of wind is now enough to shut down.
2. Ski patrol's mission should be to open the entire mountain, all the time. (Kudos today, but frequently we have to stand in line as bleary-eyed patrollers stagger out of bed at 9:30 am with cups of coffee to start "work"). Patrol typically seems more interested in keeping areas closed unnecessarily and policing them, rather than just opening the mountain. (This aspect does seem to have improved this season). Remove all of the arbitrary and unnecessary ropes and closure signs littering the mountain. Use signs urging caution instead of roping off whole sections (the new signs under Chair 6 are a welcome improvement). Check out a well-run mountain like Alta UT, where terrain closures are infrequent, credible, well publicized and of short duration, despite much greater avalanche hazard. Mid-week skiers should expect the same commitment in these areas as the weekend crowd. This has not been the case in the past. Personally I would accept a lower level of effort Mon-Thurs for say a $35 ticket.
3. Load chairs properly when there is more than a one minute wait. See separate thread on this topic. IMHO the 6 pack chairs are a waste of time, they run far less efficiently than a properly loaded quad. Check out Armstrong Express at Alpental if you doubt this. If every chair was filled they would certainly be better.
4. Train chair operators properly. I've never been to an area which "crash" stops chairs like Crystal does. I'm sure that can't be good for the mechanics! In the rare event a chair actually stops at Whistler, it will gently slow to a crawl, then slowly pick up speed again. Crystal has the worst record of chairs stopping of any area I have skied.
5. Serve skiers! It is great that you are finally asking for input, but what about the previous multiple emails and letters over the past 10 years which have gone unanswered? See multiple comments on other threads addressing this complaint. It’s great that you’re asking for input, but is this just “Boyne-washing” or will we actually see changes on the hill?
At least for this skier, if the above changes were implemented consistently ticket prices would seem fair value and parking, food prices etc. are relatively minor issues.
Having said all that Crystal does have great terrain and on a day like today is incredible. It would just be nice to have the management match the potential of the mountain.
Thanks.

So I'd really like to know, what are the top 5 things that Crystal management can do to make Crystal a better place?  As a local who learned to ski at Crystal, and as the marketing director, I have a lot of pride in the area, the improvements Boyne has made and the hard working staff.  Since 1997 Boyne has spent over $20 million dollars on capitol improvements and Crystal is better now than it has ever been (not an option but a fact). 

3pinz....you forgot to mention the fact, which I took time to explain to you today, that we had a power outage and no internet hence the reason why the update on Thursday was late.  So yes, power outages and no internet are a potential problem.  And I did give you info about the NWAC telemetry links, did I not? 

Bottom line is Crystal management does care.  I'm committed to this great mountain and to the skiers/riders who love it as much as I do.

We are way off topic - again - Snowgirl, but your apparently honest attempt to do your job well is admirable. If you go to my post in "Why Crystal Sux" you'll be able to read my issues w/ Boyne, in some detail. Please do so and feel free to respond there. I'm honestly interested in reading your response.

As for this post/thread, PLEASE at least try to include a response to the question posed in the very unscientific poll. Thanks for Scotsman, 3pinz, et al. for staying on or returning to, the topic. Also, PLEASE READ THE DISCLAIMER AT THE BOTTOM OF THE INITIAL POST RE: TERRAIN AND EMPLOYEES. Thanks to you all. Cardog

The assumption here is that Hypo has better customer service than Crystal, right? So, the basic ? is "Would you rather ski @ Crystal and have a better customer experience?"

Obvious answer: Yes.

SnowGirl thanks for the questions. The fact you asked it means a lot.
I think ANDY MArTINS post about sums it up for me.
I would also like a first tracks program similar to Whistler. Breakfast in the summit house at 6.00am and first tracks. I would pay a wee bit extra for that occasionaly.
Concentrate on getting terrain open.