CUSTOMER RELATIONS
Customer service is the cornerstone of the golf industry of which the golf professional is held to the highest standards. Among many other roles, a golf professional is an ambassador for the club. Therefore, it is essential that the golf professional provide excellent customer service in all facets of club operations. This will ensure that all members and guests arrive feeling welcome and leave happy. Excellent customer service will lead to increased business and aid in promoting the great game of golf.
Understand Customers
To provide members and their guests with a great customer experience it is imperative to know what they want. Building relationships with members on many different levels is very important. Knowing the membership as a whole, as well as, on an individual basis adds to the overall member experience and supports in meeting all member desires.
Listen
In order to identify what members want, it is necessary to ask specific questions and focus on their response. Providing each member with an undivided attention will ensure that their requirements are met.
Customer Appreciation
A vital component of customer relations is customer appreciation. Taking the time to let members know how much their business and support is appreciated will add value to providing exceptional customer service.
Accommodating
Providing exceptional customer service requires an understanding of limits. Often times, members will have reasonable requests, however, some requests may not be viable. When presented with a reasonable request, ensure that the request can and will be fulfilled in a timely manner and follow up to ensure promised results. When presented with a request that may not be viable, offer a practical solution that can accommodate the request without extending beyond limits.
Prepare for Disappointment
Providing members and guests with excellent customer service is not limited to daily encounters. Excellent customer service is also measured by how disappointed customers are treated when challenged with a difficult problem. Rectify the issue immediately and inform all parties involved on how the dispute has been resolved. Offer an apology and value any criticism to improve the overall operation.
Lead by Example
The main tool for helping provide premier customer service is an attentive staff. Let them know how important they are to the operation. Treating the staff with the respect they deserve will ensure that they hold a higher regard for the membership and desire to follow direction. Providing exceptional customer service starts from the top and works its way down.