1. Loveland Ski Area 2013-14

2. 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 3. The Magic Must Not End Just because a Guest is Unhappy 4. The Magic Works Walt Disney World by its 25th Anniversay had 26 lawsuits 5. Loveland Ski Area 2012-2013 RIP 6. Risk Management is Not Yelling Duck! Or 7. You are the Safety Net for Risk Management Risk Management is the Safety Net for You 8. 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 9. How Guests Look at You Uniforms 10. There is only one uniform that matters! Uniforms 11. However Guests Dont know the Difference 12. Ski Area Language 13. 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 14. What Happens when the Uniform does not help? 15. 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? 16. You have to help If you can Help, Help If you cant Help Dont Leave; Stay and Listen and if that does not work Talk 17. 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 18. Customer Service is Risk Management 19. Customer Service is Risk Management Customer Service Risk Management Risk Management is also Customer Service 20. 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 21. 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 22. They are one and the Same Customer Service Risk Management Happy Guests 23. So think, whose job is Risk Management? 24. EVERYONE'S ! Since when did Guest Services be the sole duty of just one person? 25. Examples Parking attendant over hears father complaining about ski school Lift Maintenance sees accident Customer asks for a bag for snow for injured guest! 26. I have 160,000 miles on United I switched to Southwest Why More Fun Less Griping 27. Helping works Everywhere It also Helps if all Loveland Employees work to keep each other safe! 28. Workers Compensation Road Signs 29. 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, youll wait longer at the restaurant 30. 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 31. And if Risk Management is Blind it becomes this 32. You can let Risk Management Know Guest is unhappy Guest is mad Guest is threatening to sue 33. If Not? 34. Unhappy Guests 35. Why do you send Guests to Risk Management 36. What do we call someone who pays you money to come to your resort? 37. What do we call a guest who has injured themselves? 38. When a guest has a problem, who do we send them to? 39. When an injured guest has a problem, who do we send them to? 40. Why? Why when one of our guests is injured do we treat the guest differently? 41. 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? 42. 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 43. 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 44. What Happens When a Guest Comes Back to Loveland 45. Solve the problem and avoid putting guests at odds, mentally with the resort 46. Nothing is Safe 47. It is more dangerous to drive here than to ski here 48. You are going to have accidents and injuries The key is how you deal with them 49. How you deal with them is all the difference Just deal with them 50. Success is injured guests who come back to ski and board 51. Questions?