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.
Sooner or later, your best employees move on to other jobs, carrying with them whatever time and money you had invested in their development. Fortunately, there are things you can do to stem that loss. By establishing and nurturing a company-wide mentoring program, you can retain valuable intellectual assets while transferring skills from senior employees to junior ones.
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.
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.
Members of the National Golf Course Owners Association receive free access to the Golf Business archive and other exclusive material. To login, please enter your NGCOA username and password below.
Forget your password?
Non-members: to learn more about joining the NGCOA, visit www.ngcoa.org/circle or contact us directly.
Brought to you by ValleyCrest Golf Maintenance Access some of the most creative ideas golf course owners and operators have to offer within the Bright Ideas area of the GB Archive.