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What is Great Service?
We all hear the stories and the numbers. It seems every consumer products CEO believes his organization provides great service. When his customers are asked, the answers never seem to align with those of the CEO. How can the same questions come back with such divergent answers? I believe to get service right we should begin by defining what service is to feel like at your facility. In most of the conversations I have ever had about service, the general phrase great service is tossed around without drilling down for a picture of the process or end product.
I will toss 5 thoughts out to you on the subject of service. In golf operations, service will have a wide net because of the many different customers coming through the clubhouse doors. How do you want your customers to feel about your story.
Providing real solid service at the golf course is not easy. Let us start there. Because there are a variety of customer types, as well as a variety of business arms under the club umbrella, it is important to widen the conversation on service. Let’s go:
Can service be a differentiator for your club, for our industry? Yes, it can and it will once we decide to commit to it, and know it is a marathon and not a race.
Jack Dillon
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