October 6, 2014
We meet with a lot of golf course owners and operators. Often in the flurry of running their businesses they are missing a full grasp of an important detail - exactly what their customers want from them.
Too often the perception has become that price is the only factor in how golfers make decisions. Detailed surveys across the golf markets of the world prove that is not the case, it is but one factor.
If a golf course is going to earn your business what are the most important things that attract you? This could be for a green fee or as a member.
Location, service, price, conditions, programs? Something else?
Would love to have a lot of comments here as many golf course owners are already members on this forum and will likely be reading.
Have your say...
Golf Geek, Golf Industry Lifer (30 seasons and counting), PGA of Canada Candidate For Membership, Titleist Certified Fitting Professional
October 25, 2014
The basic things that I expect from my golfing experience, are the same things I expect from any other service-based experience. Smile, be courteous, be attentive, and take account of what your customers are saying. I've been in the customer service game for a long time, and these are very simple, repeatable things that public-facing staff can do to ensure success. In golf, this applies from the clubhouse staff through to the greens crew.
Golf-specifically, empower your marshalls/rangers to have the tools to do their jobs effectively. Be courteous but firm. They are meant to be there to keep things moving. Give them the information to do that.
Take a hard look at your tee time allotments. 7 or 8 minutes looks good with a full tee sheet, but look back at how many times, and how quickly you get behind. Nothing frustrates people more than being told one time, and then having to wait beyond that time for no good reason. And nothing is more effective at chasing customers away than having +5 hour rounds. Give yourself 9 or 10 minute times, and throw in the occasional "starter's time". It may look like you're giving up money, but in the longer term you won't be. More flies with honey, etc...
The rest for me is personal preference and semantics. Everyone's views on course conditions, prices, etc., are different, so I won't go there.
Tomorrow's just a future yesterday. - Craig Ferguson
December 12, 2014
For a 1st time play, where I've got a choice of courses, I'll pick based almost entirely based on reputation for difficulty, fun, or having a famous architect. In that order. I enjoy a hard course. For repeat business, I care first about green conditions, then pace of play, then difficulty level, then overall conditions, then staff friendliness.
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