While the Economy Slipped, Ski Butlers Aspen Customer Service Improved
Aspen, CO, July 05, 2009 --(PR.com)-- In a year that made history, with record slides in the stock market nationally and record drops in Aspen skier visits, the course of action for most business was to cut costs and run in survival mode, Ski Butlers Aspen Ski Rentals did not. Cutting costs can easily lead to a drop in quality and service, two things Ski Butlers puts at the core of their business. Realizing this, Ski Butlers implemented a new system called the NPS score, or Net Promoter Score, at the beginning of last season and scored an impressive 96.88%. A score of 75% or above is considered quite high.
The Net Promoter Score is based off one question: “How likely is it that you would you recommend our company to a friend or colleague?” Based on their responses, customers can be categorized into one of three groups: Promoters (9-10 rating), Passives (7-8 rating), and Detractors (0-6 rating). The percentage of Detractors is then subtracted from the percentage of Promoters to obtain a Net Promoter score.
Net Promoter was created by Frederick F. Reichheld and was introduced by Reichheld in his 2003 Harvard Business Review article "The One Number You Need to Grow." Proponents of the Net Promoter approach claim the score can be used to motivate an organization to become more focused on improving products and services for customers.
“Tracking our service and quality was been an amazing managing tool – it allows me to pass along my love and drive for excellent customer service. Every morning when my employees log into the system they see their current NPS score,” explained Riley Tippet, owner of Ski Butlers Aspen. “The employees can also see other locations, which creates friendly competition between the different shops.”
The average NPS for all Ski Butlers locations was an impressive 89%.
About Ski Butlers…Founded four and half years ago in Park City, Utah, Ski Butlers has become the leader in in-room fitting. Ski Butlers serves over 25 resorts in Colorado, California, Utah, Wyoming and British Columbia, Canada. These include the top 9 resorts as rated by readers and editors of SKI Magazine in their “Top 50 Resort Rankings” issue. Currently, Ski Butlers operates at the following locations: Heavenly, Kirkwood, and Sierra in California; Aspen, Snowmass, Highlands, Buttermilk, Breckenridge, Keystone, Copper, A-Basin, Telluride, Vail, Beaver Creek, and Arrowhead in Colorado; Park City, Deer Valley, The Canyons, and Big and Little Cottonwood Canyon resorts in Utah; Jackson Hole in Wyoming; and Whistler/Blackcomb in British Columbia.
For more information go to www.SkiButlers.com or call Riley Tippet at
970-309-3644 or 877-754-7754.
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The Net Promoter Score is based off one question: “How likely is it that you would you recommend our company to a friend or colleague?” Based on their responses, customers can be categorized into one of three groups: Promoters (9-10 rating), Passives (7-8 rating), and Detractors (0-6 rating). The percentage of Detractors is then subtracted from the percentage of Promoters to obtain a Net Promoter score.
Net Promoter was created by Frederick F. Reichheld and was introduced by Reichheld in his 2003 Harvard Business Review article "The One Number You Need to Grow." Proponents of the Net Promoter approach claim the score can be used to motivate an organization to become more focused on improving products and services for customers.
“Tracking our service and quality was been an amazing managing tool – it allows me to pass along my love and drive for excellent customer service. Every morning when my employees log into the system they see their current NPS score,” explained Riley Tippet, owner of Ski Butlers Aspen. “The employees can also see other locations, which creates friendly competition between the different shops.”
The average NPS for all Ski Butlers locations was an impressive 89%.
About Ski Butlers…Founded four and half years ago in Park City, Utah, Ski Butlers has become the leader in in-room fitting. Ski Butlers serves over 25 resorts in Colorado, California, Utah, Wyoming and British Columbia, Canada. These include the top 9 resorts as rated by readers and editors of SKI Magazine in their “Top 50 Resort Rankings” issue. Currently, Ski Butlers operates at the following locations: Heavenly, Kirkwood, and Sierra in California; Aspen, Snowmass, Highlands, Buttermilk, Breckenridge, Keystone, Copper, A-Basin, Telluride, Vail, Beaver Creek, and Arrowhead in Colorado; Park City, Deer Valley, The Canyons, and Big and Little Cottonwood Canyon resorts in Utah; Jackson Hole in Wyoming; and Whistler/Blackcomb in British Columbia.
For more information go to www.SkiButlers.com or call Riley Tippet at
970-309-3644 or 877-754-7754.
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Contact
Ski Butlers
Bryn Carey
435-658-0458
www.skibutlers.com
Bryn Carey
435-658-0458
www.skibutlers.com
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