Management Trends on Customer Service in Golf

www.Eddiebullockgolf.com

Eddie Bullock Golf Business Consultant & PGA Captain - GB&I 2011-13

www.eddiebullockgolf.com -• PGA –CMAE –GCMA-UKGCOA Member• Head PGA Professional – Bedford & County Golf Club• General Manager – Bedford & County Golf Club• Managing Director – Woburn Golf & Country Club – Directed 11 European Tour Events + The Women’s British Open, Royal & Ancient (R&A)Championship Event.

• General Golf Counsel/Advisor - Bournemouth University.• Board Director – Golf at Goodwood. www.goodwood.com

Would You Do Business With You ?

Do You Have Loyal Customers?

Poor Experience !!!!!

Average Spend

Member and Guest inform x6 friends

They tell x 6 friends

They tell x 6 friends

Poor Service Delivery1 Year (365 Days)

Bottom Line

£ 1 £ 6 £ 36 £216 £ 78,840

£ 5 £30 £ 180 £ 1080 £ 304,200

£ 10 £ 60 £ 360 £ 2160 £788, 400

Don’t be a “Fossil” Hug Your Member’s/ Guests

• Clubs whose offerings scream “ We CARE FOR YOU the member/guest, will never want for customers.

Members / Guests want to be Acknowledged

Better Customer Service What is your image ?

Do You Have ?

• Customer Service Strategy

• Communication Planning

The Five Secrets of Customer Service

• ?• ?• ?• ?• ?

Say Hello ! Make it a HABIT

• Walk the WHOLE Club Facilities

Service Commitments

Taking OWNERSHIP is our reputation, to deliver quality standards consistently anddisplay the right attitude and values continuously.

• Open and friendly behavior

• We believe in commitment to each other

• Nothing is too much to ask

• Exceeding customer expectations

• Responsibility and integrity in our entire customer service delivery

• Safety and cleanliness in our working environment

• Hospitality is our business

• If you see someone without a smile, give them one of yours

• Pride in our appearance

Educational Resourcewww.Eddiebullockgolf.com Link -Golf Business Educational Library• At Your Service• Hospitality Pass

• Hug Your Customers – Jack Mitchell

• Think Strawberries – James Levenson

Thank You Madrid - Have a Great Conference

Eddiebgolf