As owners, we accept fully the responsibility of providing our guests with total satisfaction. If you’re not happy, we’re not happy.
That’s it: NO fine print, NO weasel language.
Tom and Pat Klein are in their third decade as owners of Scott Lake Lodge. Two years ago Ron Spork, a long-time customer, joined the ranks. All season, during every group there will be an owner on site, watching, listening and responding where necessary. You will never hear “we’ll have to get back to you on that” or “that really isn’t our responsibility”.
Our #1 job is to monitor the very high customer service standards that have been a long tradition at Scott Lake Lodge. Over the past 20 years a culture of quality customer service has developed in the staff of thirty dedicated Canadians who love the north as dearly as hockey. With unequaled staff retention, that attitude and team spirit makes our jobs easy. We have an exceptionally well-trained and motivated group of professionals, not college kids on summer vacation.
The presence of owners at the lodge does make Scott a bit different from most fishing lodges where the owners are either some distant corporate entity, a holding company maybe, or long absent private owners; places where the on-site managers often don’t really care if customers have a great trip or not. We take a different view of ownership. Owners, we believe, need to be present and involved. We are.
Every year about 50% of our guests rebook for the following year before they even leave our island and before our sales efforts are completed we will have around 80% repeat guests. That’s customer loyalty. We work every day to earn that loyalty; it’s never taken for granted.
From the minute you touch our dock at Scott until you are safely back to Saskatoon, we guarantee that you will be in good hands—ours.
We have one simple metric: everyone leaves our island fully satisfied with our customer service, facilities and equipment. To that end we actively seek customer feedback, before during and after their trip. And we know how to listen. Every day at breakfast and dinner we make “the rounds” and check in with customers. Our General Manager, Jason Hamilton, does the same thing. Even very subtle concerns or issues are dealt with immediately. You will never hear any stories at Scott about guides who don’t listen or fishing reels that don’t work. If there is a problem, we fix it. That’s why we have probably the highest repeat booking rate in our industry. Every year about 50% of our guests rebook for the following year before they even leave our island and before our sales efforts are completed we will have around 80% repeat guests. That’s customer loyalty. We work every day to earn that loyalty; it’s never taken for granted.
We like to say at Scott
that we handle every reasonable request without question and take a very hard run at the unreasonable ones.
From owner to General Manager to department heads to the dock hand, we will not retreat from our commitment to give you the very best fishing trip imaginable.