In the best of worlds, you would always answer “yes.” Fact is, though, every business has some employees who have a tendency to look on the dark side of things, a habit that can create negative interactions with customers. Regardless of the reason, a grumpy employee alienates guests—and that means lost sales and lower profits.
Years ago, cozy familiarity between customers and an outside-services worker may not have flown. But a growing number of golf facility operators are spotlighting and empowering their service staff more prominently, making customer-facing workers of all ranks part of the marketing effort.
Smart supervisors work quickly to address negative employee behavior. Smarter ones create workplaces where negative behavior doesn’t occur in the first place.
Roger Miers, owner of RiverPines Golf in Johns Creek, Georgia, shares his experiences in changing the way he approaches business and creating a culture of service excellence.
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