Wilderness Aware Rafting Receives the BBB 2012 Excellence Award for Customer Service

BBB 2012 EICS Award Winner

The Better Business Bureau of Southern Colorado which represents Chaffee County recently recognized local rafting outfitter Wilderness Aware Rafting as one of six recipients of the “2012 Excellence Award for Customer Service”. The award was presented at a gala event at the Antlers Hotel in Colorado Springs, which was attended by nearly 400 people.

This comprehensive program was created in 1995 to recognize companies that exemplify excellent customer service which ultimately results in making our community a better place to live.

Wilderness Aware Rafting completed an internal audit questionnaire that required extensive documentation of customer service processes. They documented everything from employee hiring and training to services provided to rafting guests. An independent team of three evaluators also spent most of a day at Wilderness Aware’s facility inspecting all aspects of customer service.

The site visit impressed the team: “Of note is the attention to detail in all areas of operation including the cleanliness of the equipment and the facility’s organization to cleanse and dry equipment for its next use. Reinvestment in the facility was apparent- the facility grounds were impressive, clean and welcoming both inside and outside.”

The evaluators provided a written review as feedback on the documentation and the site visit and concentrated on seven categories: Vision and mission, customer service plan, customer and market assessment, customer service measurement, employee education and motivation, customer service processes, and results of continuous improvement.

They commented “The strengths of Wilderness Aware’s mission exist because of the tight-knit management group, the communication between the management team and employees, a low turnover rate of seasonal staff and a strong commitment by all employees to create a memorable experience for their customers.

BBB EICS Award Ceremony

“The team environment fosters ownership from all levels of the organization, from post-trip meetings, senior guide meetings and pre-season meetings. The return rate of comment cards from each customer, no matter the age, is a huge benefit, as it provides insight into how customers viewed their experience, and allows quick response to issues that arise.”

Regarding the company’s quality of employees, the report stated “The hiring process is a huge contributor to the overall customer service experience. Wilderness Aware prides itself on hiring team members who are engaged and take ownership of their role in the rafting experience. These areas of ownership include being able to engage and speak to customers, keep customers safe, and strategically think and plan for any challenges that might arise throughout the trip.”

In summary, the team noted “The seasonal employees are supported by customer service processes that have been developed and improved over several years. Customers are ‘top of mind’ in the organization. Participating in the ‘Excellence in Customer Service’ program indicates commitment to continuous customer service and differentiates them from the competition.”

Colorado Rafting River Guide:

Colorado Rafting River Guide
Check out our detailed information about the rivers you can raft across Colorado.

What Our Guests Say:

Best time I’ve had on the river in the past 15 years!!!! Will return soon!!!
Dylan S.
You are great to work with and your guides are fun to be around and well trained. Each experience I’ve had with you (3) has been excellent.
Dawn R.
Pete was great. Extremely friendly and he took great care of us and really put our group first. Our trip was relaxing and fun!
Erin L.
We had an awesome time. I would definitely recommend your company!
Leona H.
I loved my experience at WA and will definitely be back with more people.
Cory D.
This was my first rafting experience and you guys made it awesome! Thank you so much!
Jamie L.
This company is quality. Six years ago I did the same trip with Jack, Ian, and Kelly and the quality is as good today.
Chris G.
We have rafted round the world and this is by far the best—best trained guides, best safety, best food, best fun. Thanks.
Jane H.
I would like to commend your staff on their great teamwork and enthusiasm. This was the highlight of our trip to Arizona.
Michele E.
Your staff and guides were so helpful and so much fun. My kids ranked that half-day trip as the highlight of our month long trip!
Patty G.
I love the staff!! Very entertaining and welcoming. This was a great rafting experience. I want to come back tomorrow and do it again!
Bailey W.
We booked our trip cold off the internet and found from the very beginning a very friendly and courteous staff that helped out and answered all our questions.
Carolyn W.
Your internet advertising was great. People who answered the phone very helpful and the guides top notch. Seems like your manager has done a wonderful job. I see why you are a successful company.
Phil G.
Frenchie was the best guide I’ve ever had! This is a great company and I will definitely be telling friends about it!
Jamin R.
We’ve been with a lot of different rafting companies over the years and we have never used the same company twice but everyone on the trip agreed that your company is the best!
Lisa P.
I have rafted with other companies before but I found your company and Mike, our guide, to be outstanding! I will be back!
Joe M.
Been rafting six times around the country. Best trip and guide so far.
James H.
The entire staff from reservations to first contact to trip guide was friendly and helpful. Our Scouts had an outstanding time!
Ken T.
It was the best first experience in rafting. Ben was awesome!! Five stars!
Kirby S.
Very pleasant and enjoyable experience. Rafted four other times and this was the best.
Linda H.
Matt was the most enthusiastic and exciting guide I have ever had… and I have done this a lot.
Carl M.
Sarah, our guide, was the consummate professional.
Becky M.
When I made our reservation I knew we were going to have a fantastic time. Everything that happened today exceeded my expectations.
Mark E.
Sarah was fantastic! Very knowledgeable and very fun! Best trip ever, even the low water! We will be back again!
Barbara L.
Appreciate your professional and fun staff! Will definitely return next year!
Dana Q.
I started rafting at WA in 1999 and have always had a good time. I highly recommend WA to anyone who wants to raft.
Marty E.
We started rafting with you in 1988. This is our fourth trip. Will be back.
Jim L.
Thanks for the great time on the river. You do a super job of taking care of your crews.
Jan P.
This trip surpassed all of my expectations.
Amy B.
Family friend always said Wilderness Aware Rafting was the best. I totally agree!
Angie D.
We feel we have found new friends in Wilderness Aware and plan on spending time in the future with you.
Susie S.
I want to raft again and again and well you get the point…again.
Levi V.
The trip, your people, your facility never get old.
Fred P.
Very professional yet very informal approach—not an easy combination to sustain—nice team—office included.
Mark W.
I work in safety – wish I could get all our regional safety folks to present their safety meetings with the same enthusiasm and professionalism.
Karla S.
One of the best times of my life!
Dylnn R.
From the enthusiastic greetings when we arrived at the office this am, all service was top notch.
John D.
This was the highlight of our trip to Colorado!
Beth G.
Good job, as usual. Our 5th or 6th trip with WA. Big fans of WA.
Tim S.
We had an awesome time! All staff we dealt with were very personable and helpful. I can’t imagine anything you could do to improve!
Rusty B.

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