Communication
Brand voice
Calm, clear communication: fitting, pricing, delivery, replacement, delays and reviews.
Communication character
All riding levels: beginners, experienced riders, families, friends and groups. The shared focus is care, clear fitting advice and respect for guests’ time.
Voice rules
Use polite address. Be calm, concise and practical. Explain terms to beginners, respect experienced riders and offer a clear next step.
Check before confirming timing and availability; state price together with contents and terms. Do not guarantee learning outcomes, freedom from injury or unverified delivery speed.
Ready-to-use wording
First enquiry: ‘Hello! What do you plan to ride, and what is your experience? We will help choose equipment and a convenient handover location.’
Fitting: ‘Try the boots and tell us where they press or feel loose. We will check the fit and find another option if needed.’
Price: ‘Your order includes [items], the period is [period], and the total is [amount]. Kit delivery and collection are included. Individual-item delivery is quoted separately.’ Fill placeholders with verified data.
Delivery: ‘We deliver and collect throughout the resort: at a hotel, home or the slopes. We will agree the place and time; both services are included for kits.’
Replacement: ‘Thank you for telling us. We will clarify the discomfort and organise replacement. Availability, timing and any charges will be agreed before dispatch.’
Delay: ‘We cannot meet the agreed time. We are checking the route and will contact you with a confirmed option.’ Follow up with verified timing or an alternative.
Complaint: ‘We understand this caused inconvenience. We will check the agreement and pass your request to the responsible person.’ Review: ‘Thank you for your feedback. We will clarify details privately and share the resolution.’
Adapt to the situation
Explain the process to beginners; coordinate family members’ needs; give experienced riders specifications and equipment condition; confirm contents and logistics for groups. Care and clarity are shared by all.
Ready copy and wording replacements
| Situation | Use | Avoid |
|---|---|---|
| First contact | Hello! What are you planning to ride, and where would you like to receive your equipment? | Which tariff are you taking? |
| Delivery | Kit rental includes delivery and collection. Let’s record the location and agree a time. | Free delivery of everything in 15 minutes. |
| Uncomfortable fit | Let’s check the fit and arrange a replacement. I’ll confirm an available option and handover time. | You just need to get used to it. |
| Error | We couldn’t save your selection. Try again; your entered details remain on screen. | Oops, something went wrong :) |
| Delay | We won’t meet the agreed time. I’ll confirm an updated time and available solution now. | The courier will be there soon, just wait. |
Microcopy and notifications
Buttons name actions: Choose a branch, Continue fitting, Contact us for replacement. A heading states the result: Selection saved. Errors explain the correction and retain input. Deletion identifies the affected data and consequences.
Avoid all-caps pressure, repeated exclamation marks and jokes in complaints. Respond to positive reviews specifically without revealing order details or guest contacts.