Trending
- KemperSports selected to manage 2 clubs in Delaware and Minnesota
- March/April 2024
- Encore Leisure Group takes over management of 17 golf properties
- Day One
- Heritage Golf Group bolsters portfolio with three more acquisitions in Florida, Ohio and Virginia
- Thoughts on staffing
- GreatLIFE Golf acquires its first clubs since 2022 merger
- Development of the Year: Call for Entries for 2024 Competition
SERVICE BEYOND THE SMILE
I am so guilty. For many years I have preached that we must hire the smile, you know the people with the best attitudes. My position was and still is, that we can teach skills but we will not improve a poor attitude. In a service economy such as ours, we must be about the experience, the added-value, the fun. I am still all about hiring and working with only people with great attitudes and built-in smiles but, it is time to move service to a new position on the priority program. It is time to connect the service team, to work as one unit.
Creating a great service story does require people who know how to delivery a consistent product. It also requires a group of people who will work as a team, who will be all in for the team and the customer. From management, it means that when team service excels: recognition and rewards should be part of the program. People must know why they are to work as a unit and then be rewarded when they execute the buy-in. It is easy to write down service values, but so very hard to build a memorable set of team values that will be part of the daily day of golf.
Today, this post is about 5 thoughts which may help you and your staff create team service standards that will drive loyalty, added sales, and great word of mouth. It seems we read stories daily about how to deliver memorable service, yet many of us realize only poor service in our own lives. Building a team that wants to work together to deliver on a business promise, is possible. Putting all of the pieces into place, now that is the not so easy step in the plan. It takes your dedication and patience to make it happen. You can do it.
5 THOUGHTS FOR IMPROVED SERVICE EXECUTION
To summarize: begin with the best available people and end with recognition and rewards. As the plan moves to a consistent execution, you will be the one wearing the large smile!
Jack is a speaker and teacher on all things retail and player development. He can help your business in several ways. You can reach Jack at highfives81@yahoo.com or at 407-973-6136.
Jack Dillon
Related Posts
How to create and manage sustainability plan blueprints for golf operations
Just as a detailed and thorough blueprint is critical for turning a building plan into sturdy reality, your facility’s sustainability success hinges on creating and
Chairman Yoon: South Korea’s sports maestro
Yoon Se-young discovered the meaning of life through golf. He began playing golf as a kid in the fields near his home and fell in love with the challenge, friendship and peace of mind that it brought to his life. He found golf to be “a delightful sport” unmatched by any other.
USGA: Let’s talk about teeing options
After a round of golf, most golfers remember a great green or cool bunkers, but we don’t often reflect on the teeing options and how
KemperSports selected to manage 2 clubs in Delaware and Minnesota
KemperSports will assume management duties for two more clubs: Heritage Shores Golf Club in Bridgeville, Delaware, and the forthcoming Tepetonka Club in New London, Minnesota.
March/April 2024
Encore Leisure Group takes over management of 17 golf properties
Encore Leisure Group, a newly formed company led by Dale Folmar and Jacques James, has taken over management duties for the 17 private clubs and