Mount Will

Mount Will is a small, steep mountain. It features skiing and snowboarding in the winter, and offers other extreme opportunities throughout the rest of the year. It is known for having the most extreme offerings to make up for its small size. Its motto is little mountain, big adrenaline. Mount Will attracts many visitors who want a special challenge in a mountain experience. Luckily, it is located beside a major highway and receives much visibility from people traveling through the area. They try to change some options every year to keep it fresh. This year, they have arranged for a company to bring in a large crane to allow bungee jump-ing right next to the highway. Everyone passing by could watch the jumps and it would be great for publicity. They negotiated a great price with the subcontractor and are pleased to offer this attraction. Unfortunately, they havent been very successful. Very few people have dared to brave the bungee jump and their overall attendance is down for the season. Feeling the pressure in the loss of revenue, Scott, the Mountain Manager, decides to set up a small booth at a local grocery store to promote the event and hand out coupons. People are typically polite but he doesnt count it a success. He decides to go out front to the crane by the road to discuss this matter with them. Scott usually takes the back road in and arrives at the property from a road. What he sees blows him away. From the front view, the cab of the contractors crane looks dingy and dull. The cables appear rusty. The workers are unshaven and dressed poorly. Upon mentioning it, he is told that the cables are more than adequate and that it is only surface rust. The crane received inspections from the state and it is all of passing quality. Still, Scott is concerned with the image. He now realizes the issue.

1. How often should a manager perform full-view visual inspections of a property?

2. As a customer, list your expectations in a bungee-jumping crew and equipment.

3. What are the thoughts of potential customers passing by on the highway?

4. How could the expectations of the potential customers be best met?