I had read the reviews and was prepared to not have a great customer service experience. I knew we wanted to do the zipline, so we were just resigned to overlooking customer service. How blessed I was to show up on a day when the owner was there! He was such a nice gentleman and we had a great visit with him inside while buying our tickets. The operator of the line was cut and dry. We were prepared for that, so just went with the flow. I think if you just have the expectation that he is there to do just his job, you'll set yourself up with realistic expectations. He will tell you what needs to happen, he will do his job. But he isn't going to chit-chat.He isn't going to coddle someone that might be nervous. He does what he needs to do and expects you to just listen and follow directions. Go in expecting that, and you'll be fine. THEN...sit back and enjoy the ride! It was a great experience and I'm glad we overlooked the negative feedback. It was a beautiful view. It felt very safe, solid, and sturdy. Expect business only from the operator. And maybe you'll be blessed to meet the very kind owner on your visit!