Ira Riklis firmly believes in keeping customers happy. So if a customer comes in to a Charter Sports ski shop to report a bad experience caused by equipment they’ve rented there, the shop staff spring into action to solve the problem. If the problem is serious enough, they will often comp the skier with free rentals for the week. In more severe cases, they’ll even provide the skier’s entire family with free rentals during their stay. And once the problem is resolved, customers leave with small gifts like hand warmers or lip balm as the shop’s way of offering an apology.
As a result of this focus on service, these customers often end up as Charter Sports’ strongest advocates. Many even go so far as writing letters to the hotel or condo association extolling their service. This is one reason why Charter Sports shops a