This weekend I went to Hocking Hills OH for a weekend getaway with my 5 siblings and our families. Hocking Hills is a regional treasure in southeast Ohio.

Our first activity was zip-lining.  We booked through Hocking Hills Canopy Tours.

So besides the exhilaration of zooming in, over, and under the canopy of trees and drop-dead gorgeous scenery (thanks to the glaciers stopping 6 miles north of Hocking Hills and dropping off the wide variety of seedlings that eventually contributed to the most diverse plant life in the world besides the rainforests, at least that’s what our guide told us…), here is why I am raving about Hocking Hills Canopy Tours:

Flexible, personal service: We had a pretty large group so we made three group reservations. I wasn’t in charge of this but my sister made numerous calls over the past months finalizing our group and I’m told they were extremely accommodating. I only made one call in advance…. can a kid with an air cast still zip-line? Yes he can! When we ascended on the facility, they were gracious, patient and enthusiastic. And most important – organized!

They couldn’t control the weather but they sure made us feel good that buckets of water were being dumped on us. Our tours were delayed because the heavens decided to open. Our first group had already started, the second group was about to begin, and the third group – my group – waited it out under the shelter for an hour or so. During that time, our guides managed to convince us that zip-lining in the rain would be so much more fun – faster and cooler – than a warm summer day. “We were so LUCKY! ” they told us. Even as we were being pelted by rain on the drive to the beginning of the course, and started shivering, we were absolutely sure this was a GOOD thing! The good news is that our guides – Chris and Kristen – were right! Zip-lining in the rain was a blast. But here’s where Canopy Tours did it right…. the first group missed out on a couple of zips, so they were invited to do the “SuperZip” at no charge (normally would have cost and additional $20.)

Safety really was first. It’s a little scary flying over the forest at 20-30 mph. Or standing in a tree with no railings 100 feet over a rocky crag. You truly have to put your safety in the hands of your guides and the equipment. Our guides were meticulous about safety.

Spread the knowledge. We didn’t just zip. We learned. Throughout the tour, our guides shared their knowledge of the trees, plants, animals and insects. But it wasn’t boring and canned. Their enthusiasm for this place was contagious.

I give Hocking Hills Canopy Tours an A. Fantastic experience. Good people. Well constructed tour. Beautiful location.

Would I recommend Hocking Hills Canopy Tours to Family and Friends? – Yes, definitely.

Lessons Learned: Bridging to the contact center: There was no contact center involved in this experience. Yes, we made some phone calls to the company but they are small and there is no “contact center.” But that’s not to say we can’t take some lessons to the contact center:

• Enthusiasm is contagious, (even when it’s raining!). Our guides clearly loved their jobs, loved Hocking Hills, and were having fun (yes, zip-lining is clearly more fun than manning the phone. But that is the challenge… make the contact center a place that employees want to be.) If your agents believe in your products and services, their personal enthusiasm will come through.
• Confidence is key. Our guides were knowledgeable and well-trained. They made us feel confident and safe. Agents can do the same with a caller. If they are guided to respond to customer inquiries with expert knowledge and recommendations, their confidence will enhance the customer experience.
• Patience and organization overrule chaos.  Getting through a customer inquiry can take great patience. But if the customer only has to tell her story once, that helps. And if the agent has the tools and resources to get to the resolution quickly (organization) then the chances for a great experience go way up.

Do you have any extreme experiences to share – good or bad? It’s easy to share the bad ones because you are venting and getting back at the blasted company that just ruined your day. But take the time to share the good ones too. It’s a lot more fulfilling. Share them here.

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