Whitewater rafting is big business in the Great Smokey Mountain National Park. When we arrived in Gatlinburg, a Tennessee version of Branson only with beautiful scenery, whitewater rafting was the first thing on our list to schedule.
We realized quickly how big of a competitive industry this is for an area that depends heavily on tourism. After sorting through the array of companies competing for rafters, we selected Outdoor Rafting Adventures.
It didn’t take long to figure out that this company was top notch. They thoroughly explained all the safety aspects of rafting, including how to properly pull a “swimmer” back into the boat. We were issued our paddles, life vests, and helmets, and boarded the boat. This is where the customer service took an exciting turn. Even before leaving the parking lot, the guides had us laughing with their antics. During the fifteen minute bus trip to our drop off location, another guide stood in the front of the bus and told jokes the entire way. It turned an ordinarily mundane trip into a fun experience. I noticed that it did more than make us laugh – it also served to temper a little nervous energy around the life-threatening speech we’d just received regarding the very real dangers of whitewater rafting.
Atkins Family in Class IV Rapids
Once we were on the water, our guide – Brian – carefully explained how to follow his paddling instructions, how to “lock-in” with your feet, and what was to be expected with each section of rapids. These rapids all had names like “Veg-O-Matic.” With each one, Brian carefully explained what was coming, what we could expect, and what we should do to help successfully maneuver the rapid. An hour-and-a-half later, wet, smiling, and giggling from the adrenaline rush, we agreed as a family that this was one of the best things we’ve ever done!
It’s a great example of what it takes for one company to stand apart from fierce competition. What made this experience better than we could have imagined? A startling attention to detail, an honest setting of expectations – both good and bad, and a willingness to work as a team. We were not in a position to sit back and allow Brian to singlehandedly do all the work. If one of us had decided to not respond to his requests to paddle, the experience could have been very different. It took a group of very different people deciding to pull together and do their part. Even an 8-year old can paddle! Smart lessons for us all.
So if you’re ever in Gatlinburg,TN and want to offer your family a memorable experience, try whitewater rafting. I recommend:
http://www.raftoutdooradventures.com/
And ask for Brian.
Categories: Business.
