“I’m so happy to talk to a real person.” I hear this greeting every once in awhile when I answer phone calls to our Information Office at Rocky Mountain National Park. We are one of the only parks that has such a personal service available. With this opportunity comes a great responsibility to provide the highest quality of information for folks who call, email, or send mail. Because I have been a volunteer in the info office for the past 10 years, I am reminded of the value of good customer, or in our case, visitor service.
Weeks ago, I was renting a car at the Milwaukee airport enroute to a reunion with some Wisconsin friends. We waited in line for about 20 minutes, got a car assigned that was in short supply, went to the car, and discovered someone else sitting in it. The car had been double booked. The gentleman in the car was surprised, as we were, but agreed to go back to the office to see what the problem was. We went to the front of the line as we didn’t think we needed to wait again.
The representative stopped what she was doing, listened to the situation, and told the man he could have the car since it was designated to him first. She assured us that if we waited a couple minutes, she would get us a new car. She was cheerful, took care of the next customer in line, and kept circling back to tell us she was working on the problem. She chatted with us casually as she worked with the next customer in the lengthy line. In about 10 minutes, we got a car with her sincere apology and a smile. Despite the hassle, we felt good as we drove out of the rental car garage.

We have a sign hanging in the Info Office that says,” They may not remember what you said but they will remember how you made them feel.” I think about that often as I interact with visitors both in the Info Office and in the park in general. Most people want to do the right thing when they visit but sometimes do not know what that is. They appreciate kind reminders, an explanation of why the policies are as they are, and reassurance that their question or concern is important. I want to be helpful as a five-star helper in the interaction.
I appreciate the help of an authentic person in this world where chatbots and AI are more often the norm. Those mechanisms can be helpful. Interacting with an individual who is positive and competent in their assistance, however, cannot be beat.








